Manager-Operations - Al Mulla Electronics

Al Mulla Electronics Company is strategically partnering with a global leader and technology innovator in consumer electronics, home appliances, and HVAC systems and seeking an experienced and proactive Operations Manager. This role involves managing customer orders, resolving order-related issues, and responding to customer inquiries about order status, pricing, credits, proof of delivery, and product returns. The candidate will be responsible for planning demand and supply for multiple product categories, forecasting volume, revenue, product movement, and procuring supply. Proficiency in using Enterprise Resource Planning (ERP) systems and strong analytical skills are essential for this role. The candidate will also oversee demand forecasting and inventory management tactics to meet customer's goals for productive inventory and service levels. The role includes managing logistics, optimizing transportation expenses, and ensuring excellent customer service. The candidate will also be responsible for carrier performance management and appointment management. The ability to operate with urgency and integrity is crucial. This role offers exciting opportunities for career growth and development.

Key Tasks:

•Order Management: Process various types of orders (Regular, Direct, Donation, Resale, and Employee sales) both manually and through EDI. Maintain orders by making necessary changes such as suffix changes, model substitutions, re-pricing orders, and retiming. Handle future order releases and send PO acknowledgements.

•Customer Service: Serve as the first point of contact for discrepancies. Respond to dealers/distributors/channel partners and sales representatives regarding order status and other inquiries. Attend weekly conference calls and meetings with customers at the national level.

•Inventory Management: Analyze sell-in and sell-out forecasting trends and align future demand to meet the trends and current market conditions. Review current inventory levels and adjust supply plans to align with target levels of safety stock and total inventory plans. Troubleshoot coverage plans and supply disruptions on an ongoing basis and realign volume forecasts to match inbound supply plans.

•ERP and System Management: Interface with installed ERP tools to control and run the business. Set and manage system operating parameters to align system(s) with the required and anticipated planning requirements.

•Logistics and Carrier Management: Book customer and carrier appointments and update the TMS. Coordinate customers’ pick-up appointments at principal facilities. Manage and monitor carrier execution including on-time pickup and delivery. Ensure carriers are adhering to customer requirements. Engage carriers in developing new opportunities for cost/service improvements.

•Reporting and Analysis: Provide daily, weekly, and monthly reports on appointments, using Excel, Access, PowerPoint, or Word files. Monitor and report on performance scorecards weekly/monthly/quarterly. Review the forecasting, sales capability, Inventory KPI's for alignment and meeting business requirements.

•Collaboration and Relationship Management: Collaborate with Sales team to ensure New Product Introductions are planned for execution in the marketplace. Collaborate with team to ensure operations are transparent and supply lines are performing. Develop relationships with key customers for improved support on appointment requests. Collaborate with supply chain team to manage key priorities through to final delivery execution.

•Problem Solving: Manage customer escalations to resolution and address repeated performance failures with permanent solutions. Support missed deliveries with real appointment requests to recover in a timely manner.