Customer Replenishment & Service Specialist (FMCG)

Working location: Nguyen Luong Bang, Tan Phu Ward, District 7, Ho Chi Minh City
Working hours: Monday - Saturday, 9:00 - 18:00
Core Objectives
The Customer Supply Chain (CSC) team acts as a Supply Chain ambassador, working with customers on demand capture, demand fulfillment, and supply chain solutions to maximize product availability in the market, optimize cost-to-serve, and deliver an excellent customer experience, contributing to profitable business growth.
Within the CSC team, the Customer Replenishment & Service (CRS) role is directly responsible for maintaining stock availability at stores through daily replenishment and customer interactions to understand service needs and demand.
Responsibilities
Customer Demand Understanding
Capture customer expectations and build strong customer relationships.
Gather customer insights on actual sales performance and market responses to promotional activities, particularly when sudden sales fluctuations occur beyond demand sensing forecasts.
Share market demand insights with the demand planning and analytics teams to improve demand forecasting and capture.
2. Norm Management and Order Proposal
Determine distributors replenishment requirements by reviewing relevant factors, including replenishment rates, demand sensing, and customer demand insights.
Consider special sales areas, distributor-specific characteristics, and customer feedback to adjust replenishment norms.
Align replenishment norms with distributors on a monthly basis.
Propose orders based on replenishment norms and distributor stock levels for the General Trade (GT) channel, or recommend orders for sales support based on On-Shelf Availability (OSA) results for the Modern Trade (MT) channel.
3. Order Management
Coordinate with the order processing team to manage order receipt, validation, and entry.
Act as a central point of contact among internal teams and external stakeholders, including customers and third-party service providers, to resolve order issues and maximize order fulfillment rates. Key responsibilities include:
Negotiate with customers and internal teams to correct order errors, resolve invalid order codes, or request necessary system updates.
Coordinate with customers and internal teams to arrange additional stock, including baseline and allocated stock, or propose alternative SKUs.
Optimize gift items and finished goods (FG) allocation to minimize losses caused by excess or redundant stock.
Negotiate with customers and internal teams to increase order quantities when orders fall below the Minimum Order Quantity (MOQ).
Determine order entry timing based on alignment with customers on effective order dates and requested delivery dates.
Coordinate delivery windows and locations with customers and transporters.
Determine order allocation and splitting based on sales performance, receiving and delivery capacity, SKU characteristics, and promotional schedules.
Reallocate stock based on distributor inventory levels or On-Shelf Availability (OSA) at Modern Trade stores.
Support customers in balancing orders to achieve sales targets, particularly during month-end periods.
4. Customer Service
Act as the central point of contact among customers, transporters, and internal distribution teams to resolve delivery issues related to customer warehouses, delivery timing, orders, transportation, company warehouses, documentation, promotional gifts, and master data.
Receive and handle customer complaints, inquiries, and requests, resolving them directly or coordinating with relevant teams within agreed service-level timelines.
5. Reporting and Analysis
Analyze service-level reports to identify losses and their root causes.
Analyze performance gaps and align relevant KPIs with customers.
Requirements
Bachelor's degree with a good understanding of product categories, service levels, and customer experience.
At least 1 year of experience in Logistics or Supply Chain.
Proficient in Microsoft Office, with good English reading comprehension.
Proactive, meticulous, and detail-oriented.
Customer-oriented mindset.
Strong interpersonal and problem-solving skills.