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Demand Planning and Customer Service Manager

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Job ID KOR00415 Date posted 07/29/2020 Location : Nakhon Ratchasima, Thailand
Principal Accountabilities:
50% Lead the Demand Planning (DP) and Customer Service (CS) Functions
-  Leads the Demand Forecasting Program.
-  Leads the customer service activities from order taking to order fulfilling and customer engagement including complaints handling related to customer service activities.
-  Review current state performance in demand planning and customer service related processes. Assess performance gaps and prioritize opportunities.
-  Identify appropriate tools and resources needed for problem solving and continuous improvement projects.
-  Ensure systems are in place to sustain the change and measure progress.
-  Identify best practices and ensure deployment and support of the recommended standard operating procedures.  Ensure leadership support, understanding and accountability.  

30% Process Design/Execution, Change & Culture:  
-  Conducts historical review of sales trends, demand drivers, forecast data, development of statistical forecast models and evaluate forecast results.
-  Collaborates with other business functions e.g. Manufacturing, Sales, Marketing and Customer Finance to obtain and ensure that current and accurate information is used for demand forecasts. 
-  Providing input to the Supply Planning process in developing inventory strategies on existing items, new products, and product phase-outs.
-  Manages customer expectations and feedback to ensure customer satisfaction. 
-  Listens and connects with customers and commercial teams to develop customer retention, growth relationship  strategies and value-added service programs. 
-  Supervise, develop and coach manpower to increase employee engagement and execute plans and programs
-  Benchmarks services within Cargill and other industries and deploys BMPs to local unit. 
-  Any other duties as assigned by the superior.

20% Lead Change Communication & Education:
-  Administrative functions and any other duties as assigned by the Supply Chain Manager.
-  Timely and accurate submission of required reports.
-  Effective management of subordinates which includes coaching and mentoring.
-  Ensure training plans are developed and executed, as needed; providing coaching where needed.
-  Provide ongoing change management leadership and support for BU change initiatives 
-  Provide communications of completed DP & CS project/program to key stakeholders in BU.
-  Incident Management / Problem Management – Step in to escalate issues that are not getting addressed.  

Education, Experience, Skills:
-  Education: Industrial Engineering graduate or any equivalent course
-  Experience: at least 8-10 years’ experience with 2 years working in managerial level in Supply Chain Management specifically in Demand&Supply Planning and Customer service. Work experience in data analysis is preferred. 
-  Travel required throughout CFN facilities in Thailand
-  Solve complex problems 
-  Self directed and able to prioritize and organize own work
-  Must be willing to accept accountability and work well in a team
-  Career Path: Cross-functional assignment as Logistics Manager and can be a very good preparation in assuming higher post as Supply Chain Manager.

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