Job Title: Customer Collaboration Specialist
Location: Karachi, Pakistan HO.
Grade: WL 1
Job Overview
The Customer Collaboration Specialist plays a crucial role in ensuring the success and satisfaction of our valued customers. This position is responsible for managing and enhancing customer relationships, understanding their needs, and collaborating across various internal departments to ensure the delivery of exceptional services. The successful candidate will be a strategic thinker, an excellent communicator, and a problem solver who can drive customer engagement and retention. Major responsibilities include:
Customer Relationship Management
- Build and maintain strong, long-lasting relationships with key customers.
- Act as the main point of contact for assigned customers, addressing inquiries, concerns, and requests promptly (Orders / Deliveries / Returns / Claims)
- Regularly assess customer satisfaction and gather feedback to identify areas for improvement.
Collaboration and Coordination
- Work closely with cross-functional teams, including Order-to-Cash Hub, Logistics & Planning, GTM & Marketing, Master Data, Quality and Finance to ensure a seamless customer experience.
- Coordinate with internal departments to meet customer expectations and deliver on time and in-full.
Customer Needs Analysis
- Conduct in-depth analysis of customer needs, preferences, and pain points.
- Develop a deep understanding of the customer's buying/selling behavior and market trends to proactively identify opportunities for improvement.
Business Waste
- Reduction of financial waste due to unsellable / returns.
- Managing Slow Moving & Obsoletes (SLOB) and co-lead Review Meetings for all categories.
- Ensure liquidation plans are identified and committed by Brand Building (BB) and CD. Monthly budget phasing and demand plan should be firmed.
- Responsible for Liquidation plans & ensure Demand Plan is incorporated in Financial Monthly Rolling Forecast (MRF).
- Be responsible for the Budget Allocation/Ask of SLOBs in Financial MRF. Coordinate with BB Finance in Budget Raising.
- Represent Supply Chain (for SLOBs) in the Annual Integrate Process led by BB Finance.
- Review and flag monthly all unused sampling stocks to BB.
Strategic Account Planning
- Develop and execute strategic account plans to maximize customer value and loyalty.
- Initiate Joint Business Partnerships with top customers for precision-based ordering.
Issue Resolution
- Ordering Mechanism (Replenishment)
- Toss based delivery miss-outs
- Returns & Refusals
- Delayed billing & claims resolution
- Ensure all service level agreements (SLAs) are met consistently.
Leadership Visibility & Comm s
- Lead weekly & monthly Supply Chain Business Review meetings.
- Present business closing view based on predictive models (LV).
- Identify forward-looking logistics & planning gaps.
- Business waste management
- Customer analysis
- Performance Delivery KPIs
- SOP vs achievement monitoring
- Innovation tracking & planning
- FG Pipeline management
Data Analysis and Reporting
- Analyse customer data and performance metrics (DR, CCFOT, OTIF) to assess the health of customer service and make data-driven recommendations for improvements.
- Prepare regular reports on Inventory Planning Module, FG Aging
Key Performance Indicators (KPI’s)
- Achieve Target Dispatch Rate.
- Manage Service Efficiency at region, customer & SKU level.
- Maintain System Loss tree post cross-function alignment.
- CCFOT Primary & Secondary
- OSA Primary & Secondary
- Business Waste
- Customer experience
Qualifications
- University degree, preferably Engineering Graduate - Supply chain (APICS etc) qualification is an advantage.
- Experience in FMCG Supply Chain (Planning, Customer Service, OTC, Logistics).
- Experience on SAP ERP, APO, Kinaxis
- Commercial acumen.
- Excellent problem-solving and critical-thinking abilities.
- Ability to work collaboratively with cross-functional teams.
- Strong analytical skills and a data-driven mindset.
- Familiarity with data analytics tools like PowerBI, Excel, SQL.