Customer Desk Specialist

The Regional Customer Desk Specialist plays a key role in ensuring customer satisfaction by overseeing order fulfillment and demand coordination. This includes organizing and implementing shipment strategies that align with customer expectations and operational efficiency.

This role involves close collaboration with the Regional Demand Planning Manager Statistical Analyst Reporting team Product Lifecycle Planner and Customer Management group to align demand forecasts. The specialist will help establish a reliable short-term rolling forecast (covering the current month plus the next three) enhance forecast precision and ensure timely submission of weekly forecasts.

The Regional Customer Desk Specialist will engage directly with customers to clarify fluctuations in demand and support short-term volume stabilization. At the same time they will coordinate with Supply Chain team to develop and implement action plans that address the impact of demand variability.

This position will take the lead in coordinating cross-functional efforts related to shipment scheduling reducing overdue deliveries and managing the end-to-end process from Advance Shipping Notices (ASN) through invoicing goods receipt and customer payment collection.

Key Skill :

Customer Demand Integration & System Updates
Maintain and update customer demand data in SAP including inputs from EDI email orders forecasts purchase orders and INTERCO requirements.
Follow established procedures and troubleshooting protocols to ensure accurate EDI integration aligned with customer data refresh cycles.
Resolve EDI-related errors promptly by identifying and addressing root causes.

Demand Planning & Forecast Management
Adhere to standard demand planning practices by reviewing weekly demand against sold capacity and comparing variations to customer-agreed tolerances.
Escalate significant deviations and collaborate with the Customer Management Team to communicate issues and reject inaccurate demand inputs when necessary.
Analyze and validate demand forecasts by engaging with customers and Sales Managers to clarify inconsistencies and challenge unexpected changes.
Lead weekly demand arbitration and shipment planning confirming the Customer Desk Forecast with the Regional Demand Planning Manager.

Logistics Coordination & Delivery Execution
Act as the daily logistics liaison between manufacturing sites and customers.
Ensure delivery plans are executed on time for assigned customer portfolios.
Monitor and follow up on delayed shipments and coordinate special deliveries when needed.
Address logistics complaints implement corrective actions and ensure resolution through tools like 8D reports and 5Whys in customer portals.

Performance Monitoring & Improvement
Track and report delivery performance (OTTR On Time To Request) using both internal systems and customer-specific platforms.
Develop and execute improvement plans to enhance delivery metrics for assigned accounts.
Manage past due orders through regular checks and recovery planning.

Customer Relationship & Compliance
Maintain strong communication with customers ensuring alignment with their specific requirements and Management Operating System (MOS).
Support regional logistics processes such as SIOP and operations strategy.
Coordinate closely with Supply Chain Sales and Plant Logistics/Warehouse teams to ensure alignment on demand forecasting and shipment scheduling.

Maintain compliance with global standards and procedures (such as Demand Planning PIPO and NPI processes) to achieve key performance indicators including Customer OTTR Past Due Inventory levels E&O and Premium Freight reduction.

Execute daily tasks in accordance with standardized workflows GEM requirements and quality certifications like IATF 16949:2016 and ISO 9001:2015.

Engage proactively in weekly SIOP and demand planning meetings ensuring timely and accurate delivery of assigned responsibilities.

Assist in generating statistical reports related to demand forecasts and associated performance metrics.

Monitor and revise demand plans in response to product changes (e.g. dash changes phase-in/phase-out) to minimize surplus and obsolete inventory.

Carry out additional responsibilities as delegated by higher management.

Adhere to internal policies and health safety and environmental regulations during all work activities.

Education Required : Bachelors degree on Business Administration Engineering or related areas required

Experience : * Minimum 58 years of relevant experience in demand planning or customer service sales and supply chain
* Previous experience in the automotive industry preferred (OEM Tier-I)

Key Skills and Knowledge:
* English proficiency level
* Proficiency in customer service methods methodology & tools with an understanding of their financial and operational impacts
* Strong analytical & statistical skills
* ERP tools viz o9 SAP skills required and other software related to demand planning preferred
* Experienced with MS Office (Excel advanced PowerPoint PowerBi etc.)
* Presentation and communication skills
* Preferred - Six Sigma Green Belt Certification / equivalent certification

Behaviours:
* Customer focus understand and follow customer specific requirements
* Analyse and challenge forecast data investigate variations
* Spot risks of forecast deviations and communicate internally share information collaborate and validate findings
* Self-learning seek for continuous improvement
* Well organized to manage multiple competing priorities in parallel
* Work accurate and follow the weekly MOS
* Team player