Manager Customer Service and Demand Planning

The company sells to customers in all major European countries. They provide sales services in relation to sales made through eCommerce:

- Responsible to alert Amazon stakeholders where product supply does not support forecasts and/or demand (both for shortages and excesses) and initiate plans to address
- Maximize business opportunities and supply against demand by forecast versus inventory reviews, aligning with KAM's to maintain and update forecasts and collaboration with local planning teams to locate inventory
- Provides support to the local markets in achieving budgets set by the Account Director, by securing inventory and processing domestic orders
- Recognise and lead best practise in terms of Amazon EDI order management on both our ERP system (SAP) and Amazon VC
- Management and development of the Amazon Order Analyst team, with scope to take on new markets
- Responsible for the overall management of Amazon EDI domestic orders and related queries
- Support the Order Analyst team to identify, initiate and drive required improvements and efficiencies in terms of existing processes and ERP system enhancements
- Drive continual improvement of customer service levels and communications with Amazon, identifying challenges and areas for development and encouraging collaboration to define and roll out new processes and ways of working

**Specific Responsibilities/ Tasks**:

- Manage, nurture and develop your direct reports (Amazon Order Analyst(s)) by way of developmental plans / goals / reviews / 1-2-1's and day to day support
- Network with other stakeholders internally and externally to make process / ERP improvements to align with business needs and to support and prepare for onboarding new Amazon markets as per our regional strategy
- Drive a continual improvement plan and develop processes in respect of Amazon order management with your team
- Communication and analysis of Amazon confirmation rates both internally and externally
- In conjunction with the Order Analysts, track, analyse and report order fill losses and identify and communicate improvement opportunities and plans

Manage, nurture and develop your direct reports (Amazon Order Analyst(s)) by way of developmental plans / goals / reviews / 1-2-1's and day to day support
- Network with other stakeholders internally and externally to make process / ERP improvements to align with business needs and to support and prepare for onboarding new Amazon markets as per our regional strategy
- Drive a continual improvement plan and develop processes in respect of Amazon order management with your team
- Communication and analysis of Amazon confirmation rates both internally and externally
- In conjunction with the Order Analysts, track, analyse and report order fill losses and identify and communicate improvement opportunities and plans
- Support your team to respect Amazon ship window constraints and parameters aligned with our own warehouse and distribution capabilities, whilst initiating negotiations for change where required (internal/external)
- Maintain and build upon existing relationships between the local warehouse teams and order analysts to support the flow of Amazon orders and achieve on-time delivery as per Amazon specifications
- Monitoring the enrolment of Amazon packaging certification and furthermore checking correct variants are being ordered (eg main line V SIOC/FFP)
- Monthly review of charge back deductions and collaboration with SSC team to support resolution of Amazon deductions and claims
- Creation, maintenance and analysis of related reporting from the ERP system, to reduce duplication and ensure a consistent flow of information to local markets
- Proactive collaboration with the SSC (Shared Services Centre) team to provide support on claims and disputes, respecting predetermined timelines to contribute to improvement of the overall process and help to reduce payment discrepancies
- Conduct analysis of Amazon orders across the markets to identify opportunities to grow the business
- Report and communicate case pack errors from Amazon impacting domestic ordering to the Product Content Specialist Team to update on VC
- Champion and explore the companies and Amazon's sustainability initiatives

**Planning**
- Conduct pricing audits and analysis, communicate to internal/external stakeholders to improve order fulfilment rates and support the aligned forecast
- Pre-order / New items initial inbound stock protection to seed the Amazon market, enable enrolment into Vine and kick start initial sales, reporting back to management on shortfalls identified where planning are unable to support
- Ad-hoc analysis and location of stock to support planned marketing activities
- Identification of projected excess stock, working with Commercial Director, KAM's and Digital Marketing team to support the Amazon Account liabilities
- Ownership of discontinued item management for domestic supply
- Ensure stock transfer requests concerning excess stock and demand elsewhere are completed promptly during week 2 of every planning cycle
- Provide an overview to market on allocation issues, development delays, and product drops, ensuring that business plans are adjusted to supply changes

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.