Customer Desk Lead

Garrett Advancing Motion is the true pioneer of automotive powertrain technologies dating back more than 60 years. It continues today as the worlds leader in technology solutions for passenger cars commercial vehicles and off-highway equipment. Garrett supplies technology to nearly all major automakers in addition to the global aftermarket under the Garrett brand name. As a result unlike many other OEM or supplier organizations Garrett Advancing Motion has visibility across a broad range of OEMs and Tier 1 suppliers.

As Customer Desk Lead CAT/IAM he/she will be accountable for providing excellent customer experience by managing Customer demand/orders preparing and executing the shipments plans in an efficient way to best satisfy the Customer demand. He/she will facilitate/work with Regional Demand Planning Manager Statistical Analyst Reporting Product Life Cycle Planner & Customer Management Team for demand volumes alignment and will secure a robust short term rolling period (current month 3 months) forecast will drive forecast accuracy improvement actions and will secure Regional Customer Desk Team adherence to the weekly forecast submission deadlines. Customer Desk Lead CAT/IAM will ensure mitigation actions are in place in case of demand variation/demand over capacity by working with Garrett Supply Chain Organization and Plant Operations to provide a solution to minimize the impact. He/she will lead and secure cross-functionally coordination for shipment planning past due reduction ASN - Invoicing - GR - Payment Receipt from customers. Customer Desk Lead CAT/IAM will work with Global Customer Desk Manager in various process improvement initiatives will support tools implementation and will secure Customer Desk Team adherence to Global Supply Chain Process GEM requirements and Customer Specific Requirements.

Responsibilities

• Customer Management
  • Ensure the weekly demand management and secure EDI integration MOS is followed by the Customer Desk Team;
  • Coordinate and close EDI integration errors monitoring for all the Customers assigned and make sure the root cause is identified and addressed in reasonable time (max 1 week)
  • Accountable for demand arbitration & shipment planning on weekly basis validates weekly Customer Desk Forecast with the Regional Demand Planning Manager;
  • Secure adherence to standard demand planning process make sure weekly analysis is done (demand vs sold capacity demand variation vs tolerance agreed with the Customer) and secure deviations are addressed by aligning with Customer Management Team and properly communicated to the Customer (reject EDI/demand as necessary);
  • Provides support for production transfers and the introduction of new products in manufacturing (PIPO) and take the necessary actions to avoid E&O (excess and obsolete) in line with PIPO process.
  • Coordinates the execution of the daily and weekly delivery plan;
  • Coordinates the reporting of customer delivery performance indicator;
  • Responsible for Customer OTTR and Past Due with customers for OEM OES IAM market;
  • Conducts delivery performance analysis session (Customer Portal Analysis and Customer OTTR Analysis) and define action plan with its timely closures
    Measures the level of customer satisfaction (CDI NPS) and defines the action plan for its improvement;
  • Interacts with regional logistics processes (SIOP operations strategy)
  • Optimizes the FGI (finished goods inventory) level and makes sure it is in line with the goal established in the SIOP process
  • Ensure operating in o9 SAP MHS and other tools according to the existing procedures
  • Participates in all meetings for which its function is necessary (daily meetings level 23 or 4 as the case may be weekly / monthly meetings etc.)
  • Performs other duties from the superior hierarchical levels as assigned
• Functional KPIs
  • Weekly check MAPE and BIAS at PN level;
  • Customer OTTR and Past Due with customers for OEM OES IAM market;
  • Delivery performance analysis (Customer Portal Analysis and Customer OTTR Analysis)
  • Measures the level of customer satisfaction (CDI NPS) and defines the action plan for its improvement;
  • One Team: Discuss and align assumptions with Customer Management at required & meaningful level.
  • Continuous Improvements: Follow defined standards and guidelines. Propose and implement improvements.
  • Check and address with improvement top offenders
• Internal Alignment and Collaboration
  • GEM deployment and its substance for business process excellence
  • Drive annual SDP process and coordinate and lead key project through six sigma principles
  • Manage and executive STRAP & AOP Alignment
  • Coordinates support and is responsible for all activities according IATF16949 & ISO9001 related to Plant
  • Collaborate with Supply Chain Supply Planner E2E Network Planner Sales Team plant warehouse to align on demand forecast & shipment plan

  • Ensure adherence to standard customer desk planning PIPO NPI process for meet assigned functional KPIs viz. Customer OTTR Past Due Inventory E&O

    Premium Freight

  • Actively participates in weekly demand planning SIOP meetings with ensuring successful completion of assigned deliverables
  • Lead support & report statistical analysis on demand forecast and related KPIs
  • Follow-up and adjust arbitrated demand in case change of references (dash change; phase in/phase out) to avoid excess and obsolete.
  • Performs other duties from the superior hierarchical levels as assigned
  • Lead and complete the Performance & Development Summaries (PDS) Compensation planning (GCP) Performance & Compensation discussions Mid-Year Year assessment goals settings of his team

  • Observes work rules and internal HS&E guidelines

Basic Qualifications:

• Post Graduate & / Bachelors degree on Business Administration Engineering or related areas required
• Minimum 57 years of relevant experience in customer service sales and supply chain (demand & supply inventory logistics management)

• Previous experience in the automotive industry preferred (OEM Tier-I)

Additional Desired Qualifications:

• Key Skills and Knowledge:
  • English proficiency level; Spanish Portuguese proficiency added advantage
  • 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
• Behaviors
  • Customer focus understand and follow customer specific requirements
  • Analyze 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

Garrett is an Equal Opportunity Employer. Qualified applicants will be considered without regard to age race creed color national origin ancestry marital status affectional or sexual orientation gender identity or expression disability nationality sex or veteran status.

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