Job Description

Job Title: Customer Service & Planning Manager
Location: Kirkuk
Sector: FMCG
Open to: Locals only

Responsibilities:

• Lead the Customer Service and Production Planning & Scheduling functions end-to-end, ensuring customer orders are captured, planned, produced, and delivered On Time in Full (OTIF) at target service levels
• Prepare, execute, and monitor daily/weekly/monthly production plans and detailed schedules in SAP (PP), based on demand forecasts, open orders, and agreed frozen-zone rules
• Plan manufacturing sequences according to product characteristics, changeover optimization, line capacity, and material availability
• Run the S&OE (Sales & Operations Execution) cycle and actively contribute to the monthly S&OP process
• Monitor schedule adherence and re-plan proactively to manage unforeseen conditions (breakdowns, material shortages, urgent orders)
• Liaise with procurement on raw and packaging material requirements and ensure on-time material availability (SAP MM)
• Lead end-to-end Sales & Delivery Order Management in SAP (SD): order creation, changes, returns, and credit/debit processing
• Own customer complaint and claims management, including root-cause analysis and corrective actions
• Manage daily outbound execution: production output tracking, outbound delivery creation, shipment planning, and invoicing
• Act as the key interface between customers, sales, production, logistics, credit/AR, and finance
• Achieve finished goods and materials inventory targets; manage safety stocks, goods movements, and stock accuracy
• Drive slow-moving, obsolete, and aging stock (SLOB) reviews together with sales and finance
• Own and report key supply chain KPIs: OTIF/service level, schedule adherence, inventory coverage, and order fulfillment lead time
• Develop reporting and analysis tools (Advanced Excel, Power BI, or equivalent) to monitor performance
• Deliver month-end closing reports to finance and management; lead weekly shipment plan reviews
• Lead, coach, and develop the Customer Service and Planning team
• Ensure compliance with Integrated Management System requirements (ISO 9001, FSSC 22000, ISO 22716, GMP+B2, RSPO, Halal, Kosher, and GMP)

Qualifications:

• Bachelor's degree in any related field
• 7-10 years of experience in customer service, production planning, or supply chain management
• Hands-on experience with SAP (SD, PP, MM modules)
• Strong understanding of S&OP/S&OE processes, demand planning, and inventory management
• Advanced proficiency in MS Excel; experience with Power BI or similar tools is a plus
• Valid driver's license (Class B)
• Proven team leadership and people management experience
• Strong analytical, problem-solving, and cross-functional coordination skills
• Intermediate or higher level of English