Customer Service Planner - 12 Month Fixed Term

Job description

DePuy Synthes are now recruiting for a Customer Service Planner to join the Customer Service Global Supply Chain Team this role will report into the Customer Service Team Lead / Coordinator.

THIS IS A FIXED TERM 12 MONTH CONTRACT ROLE

JOB PURPOSE:

DePuy, a Johnson & Johnson company, is a global leader in orthopaedic devices and supplies, including hip, knee, extremity, trauma, cement and operating room products. The Global Supply Chain Customer Service Planner role is a key supply chain role, to provide world class customer service to or Direct & Affiliate OUS markets for the Joints Business Group. The team is also responsible for instrument and kitting planning for EMEA markets.

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Main Duties & Responsibilities

• Be responsible for providing customer service to a group of OUS Markets for the Joints Business Group, across instruments and implants, replenishment and investment.

• Deliver effective and efficient Customer Service, working with business partners to ensure world-class customer service levels and supply chain performance. In particular:

 Timely & Accurate order entry of sales orders

 Expediting backorders and backlogs

 Coordination of priority allocations to customers

 Managing orders and maintaining customer data within the sales order system

 Resolving sales, delivery, or technical issues promptly and accurately

• Deliver effective and efficient Planning:

 Ensure the timely placement of PO's in support of automatic daily replenishment, planned kit requirements and supplemental order processes

 Expedite past PO's, maintain PO dates and resolve PO discrepancies

 Work with warehouse to manage stock queries

 Investigate and root-cause critical supply issues and communicate and provide updates on resolution dates

 Inventory management in line with agreed GSC targets and processes – taking actions to minimize excess inventory, including managing inventory repatriation and approving in market returns

 Set and regularly review inventory and ROP levels

• Drive for continuous improvements to enhance service and implement lean process improvements.

• Coordinate the implementation of New Product Introductions/ Rationalisation Plans with OUS Markets and Commercial teams; specifically be integral member of the Int'l Project Core Teams and PACE process.

• Lead market service reviews and performance analysis with a view to improving service. Represent market supply needs & challenges within the Sales & Operations Planning process.

• Proactively manage KPI's, including LIFR, Backorder metrics and ad-hoc process improvement metrics.

• Adhere to the company's procedures.

• All employees are responsible for minimizing both the Environmental and Health & Safety effects of the work that they perform.

• Represent market supply needs & challenges within the Sales & Operations Planning process.

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KEY COMPETENCIES REQUIRED

• Motivation to provide an outstanding service to our customers.

• Demonstrate strong teamwork.

• Strong Communication Skills. Effectively communicate with organisational interfaces to meet and exceed Customer Service/ GSC objectives, and achieve world-class customer service levels.

• Strong Problem-solving Skills. Apply order/product and shipping knowledge to resolve issues, minimising disruption to end customers and Depuy's Supply Chain.

• Ability to influence and manage stakeholders across different levels within the organisation.

• Ability to work independently and take leadership role when required.

• Strong system skills/ability

• Ability to work well under pressure.

• Strong analytical skills. Ability to read, manipulate and understand data in order to make effective Customer Service related decisions.

• Strong Business acumen.

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Desired profile

QUALIFICATIONS & EXPERIENCE

Essential:

• Minimum 2 years' experience in Customer Service/Planning.

• Bachelor Degree, preferably in Business.

• Proficient in Microsoft Office, with a particular focus on Excel and Powerpoint.

Desirable:

• Foreign language.

• Knowledge of JD Edwards and SAP/ APO.

• Orthopaedic product knowledge.