Sr. Customer Service Officer | Planner  

Job Objectives:

This position is in charge of managing the customer service level of the Dealer Business segment to ensure that the rate of unserved orders is within the set goal

Duties and Responsibilities:

• Analyze trends of sales orders on daily, and weekly trends vs DP and communicate and highlight trends to DBG Channel head & ACDMs
• Analyze CCFOT Performance of VCG in DBG and recommends corrective action plans for misses
  • Daily analysis of performance, order skew, by customer, by SKU, by week of the month
  • Close coordination with Logistics and Planning on the order fulfillment of DBG orders
  • Provides daily, weekly, and monthly Customer case fill a report to DBG and work closely with the Sales Team, Planning, and Logistics on the recovery of misses
• Maximization of sales orders for truck and convan economical load to achieve VCG’s total delivery cost objective
  • Monitors SO encoding of 3rd party service provider reference to truckload capacity
  • Progressive comparison of orders vs the receiving capacity of Distributors for smooth delivery execution
  • Coordinates closure of issues that affect SO response
• Translates CSG deliverables based on Business Team directions specific to DBG
  • Communicate to DBMs and ACDMs for updates on Marketing initiatives
• Monitor and Analyze trends on Bad orders on by area and by distributor basis and provide recommendations to the Sales Team and VCG to keep the BO rate within the agreed parameters
• Coordinates closure of customer issues to internal groups, especially TQM
• Perform Customer Service related administrative work
  • Submit daily and monthly CCFOT reports to the CBD Team and VCG
  • Participate in the TQM GWTP audits
  • Participate in Business Team Meetings

Functional Knowledge/Skill Requirements:
▪ Education: College graduate, any 4-year course
▪ Experience: With at least 3 years of work experience Skills / Competencies:
▪ Proficient in Excel and PowerPoint presentation
▪ Has good communication skills and good negotiation skills.
▪ Ability to analyze and solve complex problems.
▪ Must be able to work with minimal supervision and good in multitasking

Interface / Interaction:
Internal Relations:
• Presents to DBMs and Channel Head during DBG canvass.
• Coordinates with TQM pertaining to quality issues.
• Provides information to Customer Marketing Development on the status of Marketing initiatives.

External Relations:
• Monitors and audits 3rd party service providers and provides training.
• Answers queries of distributor partners pertaining to product complaints and delivery issues