Customer Service Specialist

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Dole is one of the world's largest producers and marketers of high-quality fresh fruits, with a growing line of quality packaged and frozen foods. Dole's dedication to quality is a commitment solidly backed by comprehensive programs for food safety, scientific crop protection programs, stringent quality control measures, state-of-the-art production and transportation technologies, continuous improvement through research and innovation, and dedication to the safety of their employees, communities and the environment.

Job Summary

The supply chain customer service superintendent primarily acts as the market's first point of contact for the DSI Commercial Plant. The customer service officer's role involves directly assisting markets, resolving their issues and ensuring their satisfaction. This includes answering inquiries, processing orders and returns, providing product information and collaborating with other departments to resolve complex issues. The CSO ensures that market demand is shipped as committed, which requires proper internal communication and coordination to facilitate production planning and the eventual shipment of products to customers. The CSO works together with the production planner, QA team and the markets to move and prevent product obsolescence and write off. Reporting to the DSI Supply Chain Manager, the CSO's responsibilities are listed but are not limited to the following:

• Provides List of Priority Items and its Volumes for Shipment based on open orders in SAP.
• Conducts weekly review of the consolidated planned shipment (CPS) report for DSI market. This
• includes identifying proper loss reasons for shipment delays and/or shortfalls and escalating concerns on order lead time compliance, volume allocation, pack constraints, among others.
• Joins weekly conference calls with the markets providing SO updates, feedback on open issues and takes note of directions and customer special instructions.
• Conducts regular inventory review with SC planner, QA and Markets to secure direction and/or
• disposition of unencumbered ageing stocks.
• Coordinates with different departments on project timeline execution specific to Future Core
• NPDs.
• Suggest initiatives on cost savings and process improvement.

Key Responsibilities

Sales Order Management | Processing

• Reviews and processes Sales Orders (SO's) received in SAP ensuring customer special instructions are highlighted for proper execution.
• Monitors the movement of SO's driven by different factors such as market advice, production and shipment delays and others.
• Monitors and updates status from production to shipment of finished goods through the Consolidated Planned Shipments (CPS) and Weekly Market Meetings.
• Coordinates closely with internal teams such as Pack | Packaging | Shipping Planners, QA and Warehousing and Logistics teams for the completion of Sales Orders. This also includes the preparation of stuffing and shipping plans and container requirement projection as basis for vessel space allocation and container repositioning requirement.
• Properly identifies the Loss Reasons for items with delays | shortfall on shipments.
• Track key performance indicators: PSA, OTIF and CRF.

Market Coordination

• Provides market support on inquiries related to DSI products.
• Provides markets with the most efficient and cost-effective options to support product shipments.
• Address market concerns related to the shipment of Sales Orders.
• Actively participates in regular market meetings to ensure SO's updates are discussed, and other market concerns are resolved.

Inventory Monitoring

• Review and identify unencumbered and ageing inventories and work with QA and markets on disposition strategies to avoid obsolescence and write-offs.

Other Related Tasks

• Works closely with NPD/Business Development team for inquiries on production and timelines of existing products or new products developments.
• Works with QA on disposition guidance on impounded inventories.
• Review and feedback accuracy of material master and customer master.
• Supports and coordinates the implementation of new projects as well as initiate process improvements related to production execution.

Qualifications and Competencies

• Education: Bachelor's and/or Master's Degree in Supply Chain Management | Logistics | Industrial Engineering | Project Management | Business Administration | Operations Research | other Engineering Courses | other Management Courses
• Experience: 3 to 5 years of work experience in Supply Chain Officer Functions | Operations Research and other related disciplines. Knowledge: Supply Chain Fundamentals | Supply Chain Management | Inventory Management | Material Requirements Planning (MRP) | Enterprise Resource Planning (ERP) Management | Production Planning | General Management | Business Administration | Time Management | Operation Research | Project Management | Continuous Improvement Management
• Willing to relocate to and be based in Polomolok, South Cotabato, and work on a full-time onsite arrangement.