Customer Demand

About AkzoNobel
Since 1792, we've been supplying the innovative paints and coatings that help to color people's lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We're active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It's what you'd expect from a pioneering and long-established paints company that's dedicated to providing sustainable solutions and preserving the best of what we have today – while creating an even better tomorrow. Let's paint the future together.

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Job Purpose
Integrated Business Planning:

• Drive IBP process maturity in the cluster, in particular DMRs in the CU.
• Ensure integrated reconciliation and one-set of numbers between Commercial teams, Supply Planning, Finance.
• Be the critical bridge between the business and supply planning.

Demand Planning:

• Lead Demand Planning activities for the CU.
• Facilitate SLA between Commercial and Supply Chain.
• Deployment of all Global and BU Demand Planning and E2E operations improvement initiatives.
• Lead Inventory Health Management for MSU with Supply and Commercial team.

Customer Service/ Customer Operations:

• Initiate, develop and lead projects to enhance customer satisfaction .
• Work closely with commercial team as well as supply chain teams both inside and outside of region to ensure undisrupted supply to customers and markets.
• Manage Customer Service/ Customer Operations teams to deliver the highest standards of professionalism in interactions with customer to quickly address issues with service, delivery or condition of products. Maintains professional environment for team to continuously improve service and increase customer satisfaction, leading to an increase in sales.

Key Accountabilities
IBP:

• Drive IBP process maturity in the cluster, in particular DMRs in the MSU and facilitate DMR preparation and meeting.
• Identify gaps between target and unconstrained demand plan.
• Facilitate gap closing proposal.
• Hold together the approval/ escalation process for the MSU. Gatekeep approvals/escalations.
• Ensure integrated reconciliation and one-set of numbers between MSU Commercial teams, Supply Planning and Finance.

Demand Planning:

• Lead Demand Planning activities throughout the MSU to ensure updated 36 months demand forecast and the DMR(s) is/are operating effectively
• Build monthly forecast using a statistical tool and additional market information for 36 months period.
• Looks for choosing the most adapted forecasting model per product group and customer group.
• Refine forecast based on latest information on a day to day basis.
• Drive root cause analysis and improvement actions to achieve targeted forecast accuracy and bias.
• Ensure forecasts uploaded to enable MRP to execute well and correctly.
• Leads deployment of all global and BU Demand Planning initiatives/ ALPS Plan initiatives, in particular driving ALPS IBP, Demand Planning processes to improve forecasting accuracy.
• Implementation of Eye-On in the MSU and APS aligned to Global timelines.
• Integration of demand planning and sales huddle for timely enrichment of statistical forecast and inputs for Weekly S&OE.
• Facilitate SLA between Commercial and Supply Chain including replenishment model as per agreed customer segmentation.
• Ensure deployment of SLA, RCCA to improve and periodic review to keep SLA relevant
• Lead Inventory Health Management for MSU with Supply and Commercial team via deployment of IHART
• Where applicable chair the monthly SLOB/ Inventory Health meeting
• Work with Commercial team and Supply planning team to reduce slow moving and obsolete inventory
• Actively reduce inflow of slow moving & obsolete inventory via improved demand planning, increased forecast accuracy.

Customer Service:

• Oversee all aspects of the customer service experience to troubleshoot process and procedure including making improvements of customer service quality.
• Define and implement new effective process for customer service representatives to interact with customers to support the business and its development.
• Monitor and review process for ways to make procedure more time and cost effective.
• Develop and implement market oriented & project related activities to support business objectives.
• Evaluate and make proposal for improvement on process efficiency, improvement on work process, material options and implement in co-operation with Sales manager.
• Supervise quality of co-operation between customer service and field force regarding administration of customers' orders. Closely co-operate with logistic function to maintain consistency in approach towards customer service in the organization.
• Initiate, develop and lead projects to enhance customer satisfaction.

Experience

• Preferably +10 years working experience in Demand Planning /Demand Management and managing a customer service team in an international environment.
• Analytical, can work independently & self-driven, troubleshooting and multi-tasking skills, excellent organizational and time-management skills and decision-making capabilities.
• Business acumen, understand requirements from internal and external customer and acts upon these.
• Able to manage stakeholders in various functions and levels of the organization. Customer service orientation.
• Prioritize and coordinate different requirements to ensure customer satisfaction and solid end to end delivery.
• Excellent Communication & interpersonal skills; understands and speaks language of internal and external stakeholders.
• Able to operate with a highly diverse cultural customer / team groups and able to build and maintain strong relationships from a remote position.
• Familiar with ERP systems: SAP, ORACLE, JDA, Excel, MS Powerpoint.

Education
Bachelor's degree in Supply Chain, Engineering and Business Administration

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 48514