I. About the role
The Customer Supply Representative (CSR) is the primary contact to Nexperia’s customers to ensure excellent levels of supply assurance, increasing both customer loyalty and sales potential. The role is responsible for handling and coordinating customer inquiries in the area of ordering, demand forecasting, shipping, billing issues, and complaints. The CSR is dedicated to a specific portfolio of (one or more) customers and responsible to develop a strong customer relationship.
II. What you will do
61 Develop and maintain a professional and positive relationship with key customer contacts and counterparts in Account teams, Business Groups and Support Teams at all times
i. Process customer orders in SAP and ensure compliance and ensure compliance and controls including terms and conditions, allowed ship dates, and order change windows
ii. Provide customers with prompt, early and accurate information regarding status of orders, supply, issues, and complaints
iii. Pursue the customer for increased order coverage where gaps exist compared to lead-time, forecast or contract data
iv. Resolve customer complaint, return and invoice query requirements by clarifying customer's complaint
61 Drive activities to achieve benchmark levels of delivery performance
i. understanding customer demands, supply capabilities, and coordinating activities to meet customer demands, including regular production, new products and end of life
ii. Develop and implement strategies to best meet customer demands including strategies and processes like collaborative forecasting, consignment- and JIT programs
iii. Drive regular customer logistics review meetings and provide regular service updates. Prepare relevant material to facilitate discussion on performance, order coverage, lead-time review and forecast
61 Execute tasks to support tactical sales initiatives
i. pull-forward of mismatched delivery commitments, and promotion of product availability
ii. Analyze service performance from logistics data, NPS, customer KPIs and other customer feedbacks. Define and implement continuous improvement actions
III. What you will need
61 Business related university or college degree
61 Experience required:
i. Starters or fresh graduates with logistics, industrial-/ electrical-/ engineering, international business management- qualifications or similar backgrounds
61 Hard Skills:
ii. Advanced Excel knowledge and analytical skills, SAP (other ERP system) knowledge
iii. Knowledge of supply chain processes
iv. SAP knowledge
61 Soft Skills:
i. Fluency in English,
ii. Fluency in second language German and/or French is an advantage
iii. Customer Obsession
iv. Communication skills
61 KPIs – Deliverables and Process:
i. Open workflows
ii. Master data quality
iii. Consignment KPI’s: stockout percentage, overstock, stock age, stock reconciliation
61 Output (Deliverables):
i. Customer satisfaction