Title:  Global Supply Chain & Customer Service Expert

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This job posting will remain open until the vacancy is filled.

Department: Order to Cash

Location: Taguig City, Philippines

Reports to: Global Supply Chain & Customer Service - Center Process Manager

Work Group Level: WG4

Employment/Contract Type: Permanent

Number of Openings: 1

Global Supply Chain and Customer Service Expert

The incumbent is responsible for handling operations under GBS scope of activities (finished/semi finished/raw materials) to supply to JTI markets & 3rd Party Partners in collaboration with our internal and external partners: service providers, factories, Markets and Global Logistics, Finance, R&D and any other functional partners as required. The incumbent's operational workload may be reduced for the sake of the continuous improvement activities in a size needed by a particular business need. The incumbent supports the Customer Service and Supply Chain processes effectively and efficiently in SAP ECC, IBP and Transportation Modules and other to provide high quality operational support to the dedicated Markets & Customers ensuring an on-time, in full delivery, billing of all the products.

This position acts as a link between the factories, suppliers, customers and markets as well as the logistics partners in accordance to JTI policies and procedures. The incumbent acts as planned or ad hoc Team Lead's back up taking care of Team work coordination and proper allocation of priorities. The incumbent participates in and takes ownership of projects on local and global level in order to generate a positive performance change. The incumbent is able to look critically at the process across the team to spot operational opportunities to generate lead time savings.

As a Global Supply Chain and Customer Service Expert, you will provide:

1.) Operations Support

•  Coordinate the phase-in and phase-out of the portfolio for designated markets / customers.
• Maintain the Master Data (customer/material master).
• Apply and follow up with the team the in-place demand change process regarding production requirement changes in order to ensure accurate information is provided to the manufacturing locations.
• Follow up on the effective routines with the team to ensure the process compliance and timeliness.
• Process Sales and Purchase Orders within SAP ECC/IBP and ensure all parameters are correct and executed in a timely manner in order to ensure accurate order output.
• Ensure continuous supply and process shipments of commodities minimizing write-offs based on the customer's requirements in collaboration with factories, suppliers, freight forwarders, carriers and warehouses resulting in order fulfilment.
• Process the shipments in the Transportation Module and use adjacent applications and platforms as per standard processes and monitor the delivery of the agreed quantity of goods to the final destination timely (E2E process). 
• Support the team members on the 'to be' process and ensures common understanding.
• Analyze KPI reports and ask the team for the input for operational exercises to collect the evidence to act upon.
• Delivers insightful expertise to Team Leads and Managers to strengthen the GSC and Customer Service competency for various operational topics.
• Liaise with the forwarders/carriers for transport document establishment.
• Establish SAP documentation such as order confirmation, proforma invoices, packing list, export invoices, issuance of credit and debit memos, authorization request as per Company policies etc.
• Establish non-SAP documentations such as certificate of origin, freshness certificate as well as ensuring certification and legalisation as per markets or customers requirements etc. in order to ensure that relative documentation is properly issued and provided in time to the recipient for the customs clearance and billing/accounting purposes. All the steps are to be delivered in a time-bound manner.
• Actively work on collaboration boost with the forwarders, shipping lines and carriers gathering input of low performance and opportunities for improvement. Keep the stakeholders accountable for SLA delivery by escalating issues as per the agreed escalation path.
• Outline and suggests improvements of the documentation flow, creates process maps to visualize the flows and identify pain points. Draw conclusions discuss them with the team and report qualitatively to the Team Lead/CPM
• Share the best practises across, organize trainings across the department to increase the operational knowledge / business awareness on a local / global level
•  Coordinate Team work during Team Lead/Lead Expert's absence and support the team. Escalate issues to relevant stakeholders and follow up regularly.
• Ensure own back up materials is kept up to date, monitor hand over business activities prior planned absences, handle back up as per agreed scope and in order to manage the business continuity. 
• React swiftly to any business changes: taxation change; regulation, embargo etc. 
• Analyze business impact, investigate and propose potential solutions and work on resolution / improvement.
• Support queries/questions from the internal&external auditors.
• Review and comment J-SOX reports embedded in the Company's O2C, P2P and Inventory Management mega processes related to Supply Chain/Customer Service processes, as defined in the J-SOX Controls Framework for JTI to ensure JSOX compliance requirements.
• Act as a J-SOX control owner / back up if the J-Sox handbook indicates such opportunity.
• Create company service related purchase orders as recorded.
• Ensure goods receipts (GR) are posted accurately and timely upon confirmation of service. 
• Support other departments on Vendor's payment by identifying and solving potential issues: billing entity, quantity, currency, cost of service invoiced and others.
• Collaborate with Finance for any related to Accounts Receivable/Accounts Payable, Credit and Collection and FP&A  matters and month /quarter/year end closing. 
• Check and approve or reject the release of blocked invoice documents from 3rd party/interco suppliers. 
• Support monthly and quarterly exercise for Goods Receipt /Invoice Receipt clearing and take corrective action to minimize unbalanced Purchase orders.  
• Ensure timely completion of month end closing activities
• Provide support needed on internal/external audits
• Analyze business impact, investigate and propose potential solutions and work on resolution / improvement.
• Handle related communication with appropriate functions/management/partners and reports the results to the Team Lead and CPM.

2.) People Management

• Support in recruitment, motivation and guidance the professional development of the team reporting directly and indirectly to the incumbent.

3.) Other task/s:

• Manage various tasks and projects as they arise and upon direct supervisor request.

Requirements:

• University 4 years graduate of Supply Chain Mgt or  Engineering or other related course
• 5+ years of experience in the area of Supply Chain and Customer Service in a multinational company; at least 12 months in a role of GSC&CS Senior Specialist
• Fluent in English (written & spoken).
• Any additional language(s) is/are an asset (in particular French or Spanish).
• Advanced SAP Hana experience or other ERP
• Advanced logistics knowledge
• MS Office package

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with TA > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.