CUSTOMER SERVICE SENIOR OFFICER

Job Role:

(Core Functional):

1. Business Acumen: Use own understanding of NFP business environment and objectives with the ability to interpret and apply internal policies and procedures (Level: Intermediate). 

2. Communication: Communicate and deliver information in a business context both verbally and in writing in a clear, concise, and comprehensive manner (Level: Intermediate).

3. Data Analysis & Reporting: Monitor, collect and interpret a range of raw data from various sources, evaluate/analyze results and create reports to assist decision-making process in various aspects of work at NFP (Level: Intermediate).

4. Language: Knowledge of, and use of National and Foreign languages both spoken and written (Level: Intermediate).

5. Planning & Organizing: Organize and plan work/project activities to efficiently accomplish tasks and meet short & long term objectives (Level: Intermediate).

6. Technological Ability: Understand and effectively use standard equipment and office automation systems and software (Level: Intermediate).

(Technical Functional):

1. Business Planning: Convert company strategy and forecasts into operational needs in terms of material and services sourcing, capacity planning, logistics (inbound & outbound) and resources planning (Level: Basic).

2. Inventory Management: Apply inventory principles (replenishment techniques), applications, accounting systems, and material/parts requirement planning techniques: Stock rotation, RM distributions over multiple warehouses (Level: Basic).

3. Negotiation Skills: Plan a negotiation strategy and apply effective negotiation techniques within ethical standards in order to safeguard both company and internal/external supplier and customer interests (Level: Basic).

4. Logistics Optimization: Optimize logistics in order to maximize inbound and outbound operational efficiency and reduce freight cost versus budget through knowledge of shipping and clearance techniques and fleet sizing and management (Level: Basic).

5. Warehouse Management: Manage and control input/output activities, conduct accurate stock count, monitor and report inventory record accuracy (IRA) facilities location, space planning and optimization (currency unit /Kg) & (Kg/SQM), storage techniques, loss prevention, asset preservation, and (5S) implementation (Level: Basic).

6. Customer Relationships Management: Effectively liaise with internal/external customers, execute Service Level Agreements (SLAs), resolve claims, and understand measurement criteria (Level: Intermediate).

7. Supply Chain Regulations: Know and apply the latest global best practices in supply chain security, customs regulations, INCOTERMS, payment modalities and guarantees, insurances, and international shipping and trade agreements of relevance to NAPCO’s operations (Level: Basic).

8. Manufacturing Knowledge: Knowledge in the use of NAPCO’s machines’ functions and limitations, tools and labor to effectively and efficiently manufacture NAPCO’s products, and in the general process of transforming raw materials into finished goods (Level: Basic).

9. Production Planning: Set the smart, challenging and attainable daily manufacturing visual targets and material plan at all planning horizons in order to ensure internal operational efficiency while meeting customers’ requirements and maximizing output in line with monthly set production (MT) and Sales out (SR) targets. Ensure highest machine utilization % through aligning sales force on the free capacity by machine (Level: Basic).

10. Supply Chain Risk & Synchronization Management: Identify and mitigate potential disruptions to continuous flow of material (Level: Basic).

11. Supply Chain Models: Know and practice the 4 major supply chain models: Supply Chain Operations Reference (SCOR); Global Supply Chain Forum (GSCF); Process Classification Framework (PCF); Supply Chain Best Practices Framework (SCBPF), and other emerging approaches (Level: Basic).