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The Customer Operations Manager position provides support to the SCM / Business Planning team for the Verizon Account at Samsung. Incumbent will be responsible for Business Planning & Operations, including: maintaining Verizon customer SCM/Operations relationships, supporting Verizon customer product requirements, analyzing and improving current operational processes and managing warehouse-based distribution operations. Incumbent plays a key role in execution of established weekly collaborative planning, forecasting and replenishment (CPFR) processes with customers to assure efficient business planning and achievement of defined business metrics.
Role and Responsibilities:
Own product availability and execution to defined plans during CPFR
Generate inbound KPI and forecasting reports
Maintain relationships across logistics, warehouse, SEA business-unit employees as well as vendor partners to ensure that shipments are delivered to Customers within established KPI's.
Partner with Customers to understand support and delivery upon their evolving requirements. Maintain compliance with Verizon customer product requirements.
Manage logistics operations and identify areas for performance improvements and process innovation. Evaluate external requests and internal opportunities and oversee development, implementation and evaluation of process changes.
Support business units on urgent shipments and new-launch models by closely monitoring each event milestone.
Support of Special Project and warehouses on shipments needing re-work and return shipments.
Participate in minimizing and reducing customer costs related to shipping and operations.
Responsible for solving complex technical problems and responds to complex requests from internal and external customers. Develop and maintain strong relationships with Customer contacts and their logistics service providers.
Maintains regular communication between headquarters and local organization on production allocation, delivery requirements and inventory management.
Provides sales with daily updates of product delivery schedules from headquarters and against customer product delivery commitments.
Coordinates and handles the escalation of critical product availability, launch issues and sales demands with manufacturing leadership.
Role and Responsibilities
Skills and Qualifications:
College degree, preferably in Supply Chain, Business, and/or Statistics.
6+ years of Inventory, supply planning, material planning, or demand planning experience Demand Management/Planning/Inventory Management and/or strategic sourcing. Experience in a high-volume forward and reverse logistics operation preferred.
Strong understanding of wireless products and experience preferred.
Proven ability to drive process improvements and the ability to keep pace with rapidly evolving supply chains and customer requirements while motivating others to meet the challenges of an extremely deadline-driven environment.
Understand master scheduling, forecasting, procurement and demand planning principles
Prior experience with ERP systems (Oracle, SAP, JDA), MS Office (Excel, Word/Power point), including preparing formula driven spreadsheets, spreadsheet charting, and database querying
Experience using Replenishment and Fulfillment software is strongly preferred
Able to work flexible hours and travel as needed
Demonstrated ability to effectively interact and influence personnel of various levels and disciplines
Self-starter, high level of personal accountability, and innovative individual
Strong analytical, communication, negotiation and presentation skills with an ability to lead meetings and prepare presentations with internal & external stakeholders and/or Customers
Detail oriented with strong organizational and planning skills
Skills and Qualifications
Samsung Electronics America, Inc. is committed to employing a diverse workforce, and provides Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, gender identity, status as a protected veteran, genetic information, status as a qualified individual with a disability, or any other characteristic protected by law.
Samsung Electronics America Inc