Manager - Order Master Planner

3 weeks ago

Dubai, United Arab Emirates IFFCO Full time

**Job Summary**:
The role of Manager - Order Master Planner is to manage the Orders of Customers starting from order intake till dispatch of the same. Analyse the capacity available in different plants of IFFCO across the regions, calculate logistics cost & availability, serviceability lead time & allocate orders to the plants most profitable & suitable for the order as per business need.

**Roles & Responsibilities**:

- Co-ordinate with sales team & arrange to get orders as per forecasted numbers & company budget.
- Make capacity & serviceability check with all IFFCO BUs & make comparative analysis of Margins & accordingly make supply plan to allocate the orders to most suitable BU.
- Monitor all BU’s Customer Service Executives coordinate professionally with customers to ensure completeness of export, shipping and invoicing documentation in adherence to contractual requirements and internal policy/procedures and department KPI’s.
- Develop and implement methods measuring the status and quality of the customer order process. Present relevant, performance on monthly to Management relating to; order prompt/confirmation, in/ outgoing shipments, return orders, back orders and contract fulfilments for forecasting activities.
- Regularly monitor and analyse internal and external customer feedback, complaints and service delivery standards for the department. Identify and present solutions to be considered for improvements and or adjustments to be made to processes, procedures and SLA/KPI’s
- Investigate and manage delayed or complex customer problems until completion. Ensure all perspectives have been investigated and a solution has been identified before ensuring professional feedback is delivered to the customer in a timely manner.
- To analyze customer order patterns and proactively follow up with customers for new

Orders
- Ensure the booking of the orders is done in ERP by BU team after checking the commercial terms complying as per company policy.
- Liaise with BU CS & planning team for scheduling the production of the material as per customer’s order & required date.
- Monitor all Domestic/International outbound shipments planning, freight booking, documentation on case to case basis depending upon the nature of the contract.
- To ensure that customer out standings status is well within operating norms before

Dispatches
- Review Sales contract & scrutinize export L/Cs & update the sales dept. or liaise with customer if any amendment(s) required.
- To ensure all B2B oil booking orders are entered in ERP
- To respond to all Customer queries and continuously build Customer confidence and

service quality.
- To escalate product quality complaints of customers, arrange for investigations and

execute any decisions in respect of liquidation, disposal or return of goods.
- Understand the behaviour of customer, their expectation, their consumption pattern & manage their orders in best suitable manner to serve their requirement.
- Interact with CS & Finance team to clear the credit check & margin check of the order. Incase of any deviation like overdue/exceeding credit limit, co-ordinate with sales team to clear the issue so as to dispatch the order.
- Management of information flow related to customer, supplier & internal departments to ensure smooth logistics movement.
- Communicate with management regarding any irregular issues/concerns observed in territories under export responsibility on a continuous basis.

**KPIs**:

- Increased customer confidence reflecting in customer loyalty, less escalations, achievement of budget & forecast numbers.
- Fulfilment & replenishment of orders on time and feedback to the Supply Chain the opportunities and risks regarding customer replenishment performance metrics.
- Improved relationships among planners, sales, marketing and finance, which will lead to effective knowledge sharing and an optimal output to better guide the company.
- Refine & Improve systems and methods to continually improve so that the company can better anticipate customer needs.

**Work experience requirement**:

- 10 years of experience min Customer Service Manager Role / Planning Manager Role

**Qualification**:

- Supply Chain / Commerce Graduate

**Competencies**:

- Business Unit: Industrial Sales (6743)- Business Group: Oils&Fats (239)

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