Demand & Customer Service Supervisor - Core Diagnostics

Scope of the Role
1. Responsible for Customer Level forecasting of Reagent products supplied by CRDx to the Vietnam and Cambodia markets and serve as customer service Rep to handle customer orders in collaboration with sub-distributors.
2. Understanding the import regulations of RGT and coordinate with consignee closely to bring in RGT products to Vietnam.
3. Have a good understanding of Products' flow in supply chain panel: product introduction/ growth/ maturity and decline+ understanding of the whole supply chain process includes the ordering/ shipments' tracking from suppliers to end-customers, update the delivery points at each stage of the supply chain flows, being aware of the financial flow including payment schedules, credit terms..
4. Ensure timely delivery and fulfillment rates to all channels.
Core Job Responsibilities:
1. Demand planning & Inventory control at the individual customer level (20%)
a. Roll up individual customer demand and inventory control/ planning.
b. Coordinate closely with demand planning team to follow up for the shipments' inbound and GR process to release them for normal sale.
c. Coordinate between Demand Planning team and Commercial team to mitigate any risks related to Quality Hold Issues, Products' return...
d. Support on any tasks related to ad-hoc processes such as transferring products from North to South and vice versa to consume short-dating stock by liaising with related stakeholders: distributors and/or marketing and/or commercials.
e. Ad-hoc tasks related to expired goods' reduction and improved back-orders' fulfillment at the approved ratio.
2. Commercial Collaboration and Delivery(40%)
a. Ensure product availability at key regional hubs.
b. Work with Commercial to measure their forecast accuracy/ collect some abnormal demand and validate them such as tender clearance, surge demand due to health check programs... and confirm back to Supply Chain Manager/ Demand planning team for stock replenishment.
c. Legacy/ Sigma Strong conversion helper to release stock hold on for specific government Hospital/ block required stock for specific customers.
3. Operational Excellence(30%)
a. Assist to provide dee-dive analysis on stock healthiness/ Forecasted write-off ratio/ KPI metrics: DOH, ONTIFF, Order Fill Rate and validates ZPV reports on these KPIs as well as for other sub-dis.
b. Respond to common inquiries from distributors & Commercial.
c. Advise distributors on various matters: packing, storage & shipping condition, documents for tender submission, quality issues, Shipment infor, Shelf-life, urgent shipment arrangements.
4. Importation and Regulatory(10%)
a. Liaise with shippers for shipping routes, modes & carrier adjustments or recommendation, Air/ Vessel booking..
b. Coordinate with Source Distribution Center for timely arrival of inbound shipments/ Affiliate's distributors for on time release of goods to customers/ sub-distributors per agreed timeline.
c. Work closely with Planning, Customer Service, Forwarder, Customs Broker and Warehouse to resolve any Logistics related escalation.
d. Ensure on-time arrival of shipments, smooth customs clearance and have goods available on time per expected lead time.
e. Review and keep up to date on changes to Customs Regulation which can impact inbound/ outbound shipments.
f. Coordinate on the GMI process between affiliate/ hubs/ 3PL in order to reduce Freight and Distribution expenses.
g. Coordinate with QC/QA to follow up on any packaging quality, shipping quality for inbounds ensuring that inventory is accurate in terms of LOT, Quantity, Quality and can be released on time and raise/monitor claims with shippers for damaged goods.
h. Supporting on required dating's confirmation between ZPV and end-customers/ sub-distributors.
i. Manage and review miscellaneous expenses and claim: domestics transport, obsolete stock, importation fee, tax exempt, customs fee...
j. Regular review and provide feedback to Supply Chain Manager in terms of any process GAP from Logistics SOP and propose improvement plans.