Logistics/Transportation Jobs in South Africa

Alcon Jobs in South Africa : Head Supply Chain and Customer Service

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Position Title
Head Supply Chain and Customer Service


Job ID

Job Description
•To lead, manage and direct the S&OP and Customer Service Team in South Africa by assuring product availability of all products sold in the local markets, establishing a best in-class Customer Service model in alignment with local business strategies, objectives and customer satisfaction targets.
•As a member in the Local Leadership Team ensures strong x-functional collaboration and establishment of monthly executive reports to allow management to take decisions.
•To establish, maintain and manage optimal Demand & Supply processes in close col-laboration with local internal and external stakeholders respecting all market-specifications to support Commercial business.
•To manage the relationship as well as monitor operational excellence of 3PL including Warehousing & Distribution costs.
•To set clear direction, motivate and gain alignment among team the team to ensure achievement of short, medium and long term objectives in accordance with overall Com-pany targets.

Major Accountabilities:

Demand Planning and Forecasting:
•To own and lead the collaborative process with the local teams in all activities sur-rounding generation of both short-term and long-term demand forecast.
•Responsible for acquiring, analyzing and challenging information regarding histori-cal data, market trends, promotional activity and other events, historical or current, which impact and influence customer demand.
•To review, consolidate and submit in a timely manner to S&OP private and institu-tional segment requirements on a monthly basis (24 months rolling forecast)
•To optimize forecast accuracy to improve Customer Service and allow for smooth production scheduling at the sites.
•To monitor in-markets sales and stock and apply market intelligence from Com-mercial colleagues to fine tune the sales forecast and demand.
•To Drive monthly S&OP process and lead Executive S&OP meetings with cross functional participation from Commercial, Regulatory, Finance, with the objective of improving/optimizing supply chain operations and meeting financial targets.
•To ensure good demand and supply balancing, providing updates on the identified gaps, defining and suggesting mitigation plans to all key stakeholders to endorse and support as required.
•To liaise with Regulatory and Marketing team on new product launches and update sales forecast accordingly.
•To conduct S&OP and Financial forecasts reconciliation exercise.

Supply Planning and Inventory Management:
•Oversight of the SKU level replenishment planning and inventory management across area while ensuring balance between optimal inventory levels according to markets needs with an inventory policy aligned with Alcon global and regional poli-cies and targets.
•To create and maintain a master supply schedule that supports business forecast considering lead-times, safety stocks.
•To review/analyze inventory at warehouse to plan the replenishment.
•To ensure robust replenishment and supply planning processes and systems are in place to meet demands of customers.
•To review and understand key variances for replenishment orders against forecast and provide insights, challenge assumptions and identify drivers of variance.
•To act as main interface and communicator with the manufacturing sites.
•To develop, implement and maintain inventory policies.
•To manage inventory to drive improvement in working capital minimizing write off risk including consignment stock.
Product Change Management:
•Responsible for the coordination of sourcing changes, new product launches, art-work changes and registration timelines with supply points, regulatory, sales and marketing departments.
•To ensure timely product supply aligned with registrations and regulatory changes in each market.
•To ensure proper systems and control processes are in place to manage product change management.
Customer Service and Logistics Operations:
•Responsible to control warehousing/storage, order fulfillment, transportation, and in-ventory control activities through regular operational reviews with the 3PL.
•Responsible to establish the Warehousing and Distribution budget in collaboration with Finance as well as monitor expenses on a monthly basis against the confirmed target.
•Monitors operational performance for Distribution and Customer Service against agreed service levels and implement required corrective actions when deviations oc-cur keeping the focus on maintaining customers satisfaction.
•To ensure smooth Customer Service operations from order taking to management of the returns including credit management, queries from customers, quotations as well as consignment stock invoicing process for defined categories of products.
•Ensures consistent compliance with required regulations, policies and procedures, and Alcon standards for quality, facilities and cargo security, customs, trade, Envi-ronment, Health & Safety. This includes all applicable local, US, regional or interna-tional laws.
Operational Excellence & Continuous Improvement:
•To drive Market Excellence initiatives to achieve and sustain high Supply chain processes maturity level.
•To participate in process improvement & efficiency of the work flow of all supply chain operations through strategic thinking.
•To lead key Supply Chain related projects with OPEX approach and optimal use of DMAIC methodology.
•Responsible for the full set of Metrics/Reports for Supply Chain related activities (development, implementation, improvement)
Organization, people and talent management:

•To lead, direct, develop and coach team members.
•Responsible for attracting, recruiting, training and retention of talent.
•To ensure that team members are continuously trained, empowered and motivated to meet their objectives and maximize their potential productivity in the correct, compli-ant manner.
•To use ePMP to support performance management across spectrum including low performance – ensure objectives, Individual Development Plans, reviews for all direct reports, maintaining quality and timeless of content.
•Actively seek out training & development assignments for individuals who are capa-ble of advancing to more responsible positions in accordance with Alcon career and talent development programs.
•Sharing experience/best practices with peers and colleagues to enhance colleague’s skills and competencies.
•To ensure robust succession plan.


•Required to notify the Local Vigilance Officer/or delegate of any adverse events and/or quality complaints within 24 hours (including whilst on leave and on public hol-idays) from receipt or being made aware of such.
•Adhere to local relevant SOP as may be determined.

Minimum requirements
•At least 5 years’ experience in similar roles in supply chain in a multinational organization (Pharmaceuti-cals, Medical Device or FMCG) (Demand and Sup-ply Planning, Inventory management, Customer Service, 3PL management)
•5+years’ people management experience
•Experienced in SAP for ERP system
• Project Management skills
•Proven ability to work in a complex matrix or-ganization with issue resolution skills.
•Negotiation skills – to manage internal & external negotiations as required.

Job Type
Full Time

South Africa

Work Location

Functional Area
Technical Operations


Business Unit

Employment Type

Company/Legal Entity
Alcon Laboratories South Afric

How to Apply

Submit your CV and Application online : Click Here

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