Customer Service Specialist & Demand Planner

ACCOUNTABILITIES

• Ensure that customer orders are received and placed in the order placement tool in line with forecast and firm planned fence time.
• Follow up with customers to place and update their forecasts on a regular basis and inform KAM/SSM on deviations.
• Provide order status information to customer and KAM/SSM (status of order processing and documents).
• Ensure Syngenta's license to operate is maintained by full adherence to Syngenta policies and processes
   and external (legal) regulations.
• Transform Customer Orders into the order placement tool in case customer is not using the order placement tool.
• Ensure that country specific logistics requirements are communicated to the right functions to ensure business continuity.
• Forward on behalf of HQ pro forma and Quotes and documents to customers.
• Proactive communication with customers to understand needs and expectations for order management.
• Remind customer and KAM/SSM on true or potential credit block and payments.
• Coordinate with corresponding functions in case of order exception handling.
• Ensure follow up of complaints and give feed-back to KAM/ SSM, involved functions and customers.
• Coordinate Artwork availability and change process with Artwork Management.
• Where applicable, support optimized letter of credit procedure in collaboration with Trade Finance, Business and Customer.
• Support in maintaining an updated and accurate customer master data and agreements.
• Works closely with distributors, Order Managers and planners to ensure on time deliveries and availability of key products.
• Ensure that forecast is visible as early as possible. Monitor phase-out products and ensure forecasts are reflected correctly.
• To use adequately market information to negotiate appropriate supply dates and to minimize stock out or arrival delays.
• Ensure key inputs into Best View forecast (SPS/IBP) are done on daily basis and that any arising problems are communicated immediately with suggestions for way forward.
• Own the events in the EDF tool based on Commercial instructions.
• Support the forecast and events review on a monthly basis during the forecast review and SOP.
• Support the preparation of the SOP pack and meetings.
• Own supply inputs into the SOP and meetings.
• Monitor and report hard or soft lost sales or opportunities.
• Conduct trainings and refreshment sessions/calls for the ways of working with customers to find the best way to serve them and delivering the business.

Support and implement business or supply related projects

KNOWLEDGE, EXPERIENCE & CAPABILITIES

Critical experience and knowledge

• Bachelor degree
• Communication skills
• SAP knowledge
• Language: English is a must and Arabic is a huge advantage.

Critical technical and professional capabilities

• Understanding of company internal business processes and customer needs
• Deep knowledge of sales structure and work of sales department
• Communication skills
• In-depth understanding of Demand Planning and Order Management processes and salesforce, SPS, IBP, SAP tools

• Work closely with the Distributors and Supply Chain to ensure that production and sales forecast are aligned to deliver the business plan
• Provide accurate forecast reflecting the best view
• Accurate data presented during meeting.

Critical leadership capabilities

• Focuses on customers
• Manages for performance

As a world market leader in crop protection, we help farmers to counter these threats and ensure enough safe, nutritious, affordable food for all – while minimizing the use of land and other agricultural inputs.

Syngenta Crop Protection keeps plants safe from planting to harvesting. From the moment a seed is planted through to harvest, crops need to be protected from weeds, insects and diseases as well as droughts and floods, heat and cold.

Syngenta Crop Protection is headquartered in Switzerland.