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Customer Operations Manager

Requisition ID: 11649

Who We Are

Suntory is a global leader in consumer-packaged goods, renowned for producing and distributing a uniquely diverse portfolio of beverages, premium spirits, beer, wine, and wellness products throughout the world. With a history dating back to 1899, we are driven by a profound purpose: to inspire the brilliance of life, by creating rich experiences for people, in harmony with nature.

Suntory PepsiCo Vietnam Beverage (SPVB) is a strategic alliance between PepsiCo Inc. and Suntory Holdings Ltd. since 2013.
At Suntory PepsiCo, we are committed to creating a diverse, equitable, and inclusive workplace for all employees. We strive to provide equal opportunities for employment, development, and advancement regardless of race, color, religion, gender, gender identity or expression, sexual orientation and age. We are continuously working to cultivate an environment that is free from discrimination, harassment, and bias, and we welcome all individuals to apply for roles at Suntory PepsiCo.

About your role

Lead the agenda of Customer Operations (Customer Service/Sales Reporting) at respective location, ensure sell-in target achieved as AOP;
Provide continuous service & highest quality support to both external customers regarding all daily sell-in matters, and internal customers to provide OTIF & high quality Sales data analysis to support business decision making, creating sustainable business growth

What You'll Do

1. Demand Forecast & Stock Allocation

Forecast SNOP Weekly/Monthly/Quarterly based on demand surge analysis from ITM plan, marketing calendar, market sales demand (from COE) and historical data; coordinate with Demand Planning (PA) to finalize total location sales demand (TT/OT) as part of NW production plan
Work with PA to ensure stock norms by SKU on COS and by DC meet sales demand
Weekly update best-estimate volume forecast based on volume trends to ensure timely updates to SD/PA for quick actions
Allocate and balance daily stock from PA, dividing and dispatching goods to each channel (TT/MT/AFH)

2. COS Management & Daily Order in SAP

Lead COE team to daily support Distributors in completing orders smoothly; resolve COS issues independently and lead cross-functional coordination (Control, PA, 3PL) for complex sales order problems
Lead customer service enhancement projects for all channels (TT/OT), acting as a bridge between AFH and Distributor teams (ASM/SS/Distributor owners) to ensure smooth ordering, delivery and OT customer service during and post RTM Re-model period
Manage COS data input to ensure OTIF achievement on distributors’ monthly sell-in targets and SKU coverage
Set up and maintain tracking systems for sell-in and ordering progress, ensuring frequent and accurate updates to Distributors, ASM, SS and related stakeholders
Proactively balance stock among DCs to optimize inventory for daily sales orders using COS reports
Collaborate with PA NW team to track and push primary transportation planning and execution among DCs
Improve CFR/DIFOT rate
Ensure all SAP sales orders related to A&M, D&A and returnable packaging are processed smoothly

3. Sales Reporting

Review SOG performance at location level and take ownership of final results
Lead development and maintenance of standardized reporting systems for internal users (SS/ASM/SD) and external distributors (P&L, volume, KPI, inventory), including operating guidelines and stakeholder communication
Proactively analyze reporting and data needs from ASM/SD via SRE insights or internal surveys to continuously upgrade the system
Monitor accuracy and relevance of reports; simplify and standardize templates to enhance productivity and advise business on effective use of Customer Operations reports
Participate in key business meetings to capture insights and identify opportunities supporting decision-making through data analytics
Provide advanced analysis on complex topics such as SKU-level demand, SKU mix by area to support AOP building and target setting

4. Payment & Distributor Communications

Lead distributor communications at location level; track information on promotions, pricing, policies and new programs via Customer Operations Executive; directly handle escalated cases as company representative
Manage end-to-end payment processes (distributors, DCR salary, employee awards, sales incentives); consolidate inputs, validate data, adjust if needed and coordinate with Finance for execution
Lead resolution of all payment-related issues to ensure OTIF and high payment accuracy
Ensure all DCR and distributor payments are processed in SAP in compliance with SOA approval

What You need to be successful

University graduate
Minimum 5 years of experience in Sales Department. Experience at FMCG companies is a plus.
- Sales planning & analysis is a must
- Sales finance knowledge is an advantage
Managerial skills, communication skills, planning skills, coaching skills
Intermediate English
Basic PC
Self-driven, teamwork, discipline, high integrity

Our DEI Commitment

At Suntory, we recognize that diverse knowledge, perspectives, and backgrounds contribute to our collective success. We are committed to fostering a diverse, equitable, and inclusive workplace where all individuals can bring their whole selves to work every day, regardless of race, color, religion, gender identity or expression, sexual orientation, age, or any other protected characteristic.

Our recruitment and selection processes are designed to highlight what Suntory offers as an employer while allowing candidates to share their unique skills and experiences. We understand that career trajectories vary, and if you believe your experience/background can benefit our team, we encourage you to apply. We endeavor to make our interview process as inclusive as possible and offer reasonable accommodations as needed. Together, we can cultivate a workplace where everyone can thrive and propel our mission of Growing for Good.

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