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CUSTOMER SERVICE ACCOUNT MANAGER (CSAM)
Company:APPLE OPERATIONS EUROPE |
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Job Reference Number |
14291904 |
Client ID: |
RI/ |
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Posted On: |
Mar 9 2010 |
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Location: |
CORK |
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Job Type: |
Permanent |
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Salary: |
NEG |
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Benefits: |
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EMEIA iPhone Order Management
Cork
Overview:
An opportunity has arisen within the iPhone Team in the EMEIA Channel & Major Accounts Order Management Function. The iPhone Order Management Team has responsibility to manage the order flow process with Telcos from Demand Forecasting to Order Booking to Billing to Delivery to ensure optimal customer service levels. The team work continuously to improve service and execution to meet Apple & Telco partners growing business needs as we expand iPhone across EMEIA. On a day-to-day basis the team support the demand management process by providing business critical information to the supply chain and sales areas and by identifying and analysing patterns and fluctuations in demand to assist Regional Planning and Sales Operations teams create accurate demand and sell-thru forecasts.
This role will suit a candidate who can demonstrate a strong understanding of the Order Cycle & Execution Process and also the Supply / Demand Forecast and Planning Process, from Collaborative Forecast Development with Telco accounts, to Final Decision Making and Execution. This is a role for a suitability qualified and experienced individual within a dynamic and fast moving environment to further their career and utilise their analytics, planning and account management skills to achieve career and personal development in a customer facing & very visible environment.
Job Requirements:
1. Build and maintain effective working relationships with Telco Partners and internal partners in BPR, Sales, Sales Operations, Credit Management, Logistics and Regional Planning
2. Work with both internal and external partners outlined above to identify, implement & ensure adherence to Key Performance Indicators & Service Level Agreements
3. Manage execution of Order Flow Process with Telcos from Demand Forecasting to Order Booking to Order Scheduling to Billing to Delivery to ensure optimal customer service levels attained
4. Ensure thorough understanding of Legal, VAT & Tax Compliance requirements within region and Telco Contractual requirements and ensure adherence of same
5. Develop collaborative forecast with Telcos by analysing Telco Demand Forecasts, Sell-Thru Forecasts and On-Hand inventory levels on a weekly basis to derive a clear demand statement to keep Telco at their target weeks of supply
6. Ensure this true demand statement is clearly communicated to Regional Planning and Sales Operations and ensure appropriate follow-up to secure agreement on suitable supply plan
7. Work closely with Telcos to understand plans relating to marketing activity or abnormal demand and ensure requirements clearly communicated & input to build plans to ensure on-time delivery of product to support scheduled activity
8. Review historical forecasts and compare to actual demand to measure forecast accuracy and pro-actively investigate solutions in collaboration with Telco to improve accuracy in future demand plans
9. In product constraint situations, manage Telco expectations in relation to supply and work with Regional Planning to help define & execute optimal product allocation plan to achieve billings goals by ensuring optimal sell-thru
10. During New Product Introduction & new Telco launch, work hand in hand with BPR, Sales, Regional Product Planning and Logistics to ensure flawless execution and successful New Product / Telco launch
11. Hold regular weekly Business Operations calls and Quarterly Account Reviews with each Telco Partner & ensure thorough preparation in advance and that meetings are minuted in a way that captures all key discussion points and a clear plan of action.
Skills & Competencies Required:
1. Data analysis & numeracy skills and proven ability to evaluate, analyse and present data
2. Practical & pro-active approach to problem solving and process improvement
3. Excellent communications, interpersonal, negotiation & commercial skills
4. Ability to build effective relationships in a cross-functional team environment
5. Ability to work in dynamic environment & manage multiple tasks & changing schedules effectively
6. High attention to detail & ability to drive flawless execution to tight deadlines
7. Excellent time management & organisational ability
8. Able to work on own initiative and with team
9. Independent, self-reliant, tenacious, self starter
Qualifications & Experience Required:
1. Bachelor degree in Business, a Life Science or Engineering, Maths or Physical Science required
2. Post graduate qualification in CPIM, IBF, CIMA or CAT an advantage
3. Two plus years in a similar supply chain, demand/supply planning or sales operations role
