Lead - Customer Service & Order Fulfillment - I

Lead and drive supply security, demand forecasting, derisking of supplies and inventories for CGA region; with the support of robust demand forecasting and inventory planning resources. Collaborate with functional teams including business, marketing, manufacturing & quality to support the supply chain operating model 

The ideal candidate will be responsible for order management, procurement planning, and driving OTIF (On-Time In-Full) targets. This role requires strong leadership, strategic coordination, and effective communication with various teams to ensure smooth supply chain processes.

• Order Management and Fulfilment:

  Ensure efficient processing and delivery of orders. Monitor and manage order fulfilment to meet customer expectations.

• Driving OTIF and Revenue Enablement:

  Achieve OTIF targets (95%) and support revenue goals. Track and analyze performance metrics to drive improvements.

• RFQ and SO Tracking:

  Monitor Request for Quotations (RFQs) and Sales Orders (SOs). Ensure timely and accurate tracking to meet OTIF targets.

• Procurement Planning:

  Plan and trigger procurement of critical APIs, raw materials, and packaging materials. Build up Safety Stock Levels (STN) to ensure uninterrupted supply.

• Strategic Coordination:

  Collaborate with manufacturing, quality, procurement, and regulatory affairs teams. Develop strategies to optimize lead times and improve supply chain efficiency.

• Weekly SnOP Calls,

  IBP Cycle Ownership,

  Technical Issue Resolution &

  Supply Planning Coordination

• Manage inventory target (including safety stock levels) by effective inventory planning and tracking of products
• Maintaining and establishing accurate product stock norms and product classifications (A, B, C) Using the best in class analytical methods. Creating, managing and driving continued updates on the analysis
• Ensure the availability of stock by product categories to meet current and identified future demands and avoid out of stock situations. In all instances, be aware of possible OOS, and existing OOS SKU’s and project managing the full risk mitigation process to mitigate risk and to reduce the OOS % to below the KPI % threshold.
• Analyse and generate report by order to track the quantities and when it should be delivered to the Warehouse to meet scheduled timelines

 Drive initiatives in people and system fronts to suit the regional requirements for continuous development of regional SCM performance:

• Drive SAP and related systems’ improvements and customisations in coordination with various teams
• Drive projects and initiatives in regional SCM function - 

1. 1. 1. 1. Spends analysis
         2. Budgeting exercise & Benchmark processes and ensure implementation of best management practices

• Dependence on supply planning teams and manufacturing function.
• Frequent requests for additional requirements from business (outside the cycle); One needs to take an assessment of the disruption it would cause and manage the business stakeholders effectively to push such demands into the regular cycle after evaluating the business criticality. If it is deemed business critical, one would need to ensure the plans are changed and all affected parties are intimated of the change.
• Sales forecast from the BD/sales teams can be inconsistent in data quality and formats

Multiple systems and platforms in SCM causes issues in ownership of end-to-end order ownership

Internal

External

Leadership Team

Supply & Logistics

National Key Accounts Manager and Commercial Head , (weekly)

Distribution Centres

Finance team

Logistics partners

1. Orders managed
   1. B2B
2. Countries
3. Team size - 1
4. Budget
5. Logistics vendors
6. Contract workers
7. OTIF %

Prioritisation of dispatch/ consignments based on business requirements

Regional inventory norms for FG to the central team

Sales forecast

• B Pharm and/or a master’s in supply chain management, Logistics, Business Administration, or a related field.

6-8 years of experience in Supply Chain within sufficient experience in Pharma Industry with knowledge on industry regulations for relevant region and framework with strong Interpersonal, collaborative and communication skills.