The Production Planner is responsible for coordinating customer communications, production scheduling, order management, and shipping activities to ensure customer requirements are met efficiently and effectively. This role serves as a key liaison between customers and internal departments, ensuring optimal production capacity utilization, on-time delivery performance, and high levels of customer satisfaction.

Key Responsibilities

1. Customer Support

• Manage day-to-day communication with customers in a timely and professional manner.
• Provide updates on order status, shipment schedules, delivery dates, reschedules, and customer reports.
• Act as the primary point of contact for customer inquiries related to production and delivery.

2. Production and Shipment Planning

• Develop and maintain production schedules based on customer delivery requirements, order priorities, material availability, and production capacity.
• Monitor production progress and adjust schedules as required to meet customer commitments.
• Prepare and manage daily shipping schedules to ensure on-time delivery.
• Coordinate with production and logistics teams to ensure efficient execution of shipping plans.

3. Customer Performance Management

• Monitor and evaluate key customer performance metrics, including:
  • On-time delivery performance
  • Shipment accuracy
  • Order cancellations and reschedules
  • Invoicing accuracy
• Identify opportunities for improvement and ensure customer commitments align with contractual and quotation requirements.

Duties and Responsibilities

Order Administration

• Manage the complete order administration process from order receipt through production, shipping, and invoicing.
• Ensure order information is accurate and maintained within company systems.

Customer Satisfaction

• Establish and maintain effective communication channels with customers.
• Provide accurate and timely reports in accordance with customer requirements and agreed formats.
• Support the development and maintenance of strong customer relationships.

Customer Documentation

• Manage and maintain all customer-related documentation required by the business.
• Ensure documents are accurate, current, and readily accessible.

Order Book Management

• Maintain and administer order backlogs, cancellations, and reschedules.
• Assess customer requests for order changes and communicate potential impacts on production, delivery schedules, and business operations.
• Respond promptly to customer requests and inquiries.

Shipping Coordination

• Prepare daily shipping plans and delivery forecasts based on customer requirements.
• Support the shipping team by providing accurate and timely information.
• Assist with process improvements, training, and system development initiatives related to shipping operations.

Cross-Functional Collaboration

• Work closely with Production, Purchasing, Quality, Logistics, and other departments to achieve operational objectives.
• Analyze production and customer-related issues and support effective decision-making.
• Collaborate with fellow Production Planners to resolve scheduling conflicts and optimize overall business performance.

Performance Metrics

Weekly

• Order Book Accuracy
• Backlog Management
• Delivery Performance

Monthly

• Bookings
• Customer Satisfaction Index
• Customer-Specific Performance Metrics

The Production Planner is responsible for measuring, monitoring, and reporting these metrics in accordance with established reporting requirements.

Qualifications and Experience

Education

• Degree, Diploma, or equivalent qualification in Supply Chain Management, Business, Manufacturing, Operations Management, or a related discipline.
• High school diploma or equivalent required.

Experience

• Minimum of two years' experience in a commercial, production planning, customer service, supply chain, or manufacturing environment.
• Experience in a high-volume manufacturing environment is preferred.

Additional Requirements

• Valid passport and willingness to travel internationally as required.
• Flexibility to work additional hours when necessary to support business operations.
• Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.

Core Competencies

Primary Skills

• Strong communication and interpersonal skills
• Computer literacy and data management skills
• Analytical and mathematical aptitude
• Problem-solving and decision-making abilities
• Strong organizational and planning skills
• Ability to work independently and manage multiple priorities
• Attention to detail and accuracy
• Ability to perform effectively under pressure
• Strong teamwork and collaboration skills

Preferred Skills

• Leadership and supervisory capabilities
• Presentation and reporting skills
• Additional language proficiency
• Technical or manufacturing knowledge