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Supply Chain Expert

2 weeks ago

Bengaluru, Karnataka, India Western Digital Full time
Company Overview:
Western Digital is a technology leader in data storage solutions. Our company is driven by a passion for innovation, and we strive to empower individuals and businesses to achieve their goals through the power of data.

About the Role:
The Customer Operations Account Manager - Supply and Allocation Analyst plays a critical role in managing customer relationships and overseeing the allocation and supply of products in the EMEAI region. This hybrid position requires strong customer relationship management skills, as well as a solid understanding of supply chain principles to ensure optimal product availability and customer satisfaction.

Main Responsibilities:
* Manage customer accounts in the EU region and oversee the efficient allocation and supply of products to meet customer demands in the EMEAI region
* Serve as the primary point of contact for assigned customers, understanding their needs and delivering a high standard of service
* Build and nurture strong, long-term customer relationships
* Oversee the end-to-end Order-To-Cash (OTC) process from intake to fulfilment, ensuring that customer orders are processed accurately and resolving any holds in a timely manner
* Handle customer complaints or escalations related to order fulfilment, product availability, or shipping issues, collaborating with internal teams to resolve them
* Work closely with the Sales Manager and other key stakeholders to align customer needs with product availability and sales strategies
* Assist in meeting sales targets by managing customer expectations and orders effectively
* Manage the end-to-end process of handling product returns from customers
* Manage the allocation of products to EMEAI customers based on priority and regional market needs
* Ensure that the correct products are available in the right quantities
* Coordinate with the Demand Operations team to fully cover customer backlog requirements
* Monitor inventory levels to ensure that stock levels are aligned with customer demand and avoid missing the Critical Receipt Ship Date (CRSD) or excess inventory
* Prepare regular reports on supply status and order fulfilment performance, analysing trends and providing insights to help optimize the supply and allocation process
* Address any supply chain disruptions or product shortages, identifying root causes and implementing solutions to minimize delays or disruptions to customers

Requirements:
* 3-5 years' experience in a similar hybrid role combining customer service, account management, and supply chain operations, preferably in a tech or consumer goods industry
* Industry knowledge: Familiarity with inventory management, product allocation, and demand forecasting in the EMEAI region
* Strong leadership mindset to guide and influence internal teams and customers
* Proficiency in English; language skills are essential for effective communication with international customers and teams
* Intermediate-advanced proficiency in Microsoft Excel, including working with formulae, pivot tables, and simple macros
* Ability to work autonomously, with a self-motivated and proactive attitude to growth and improvement