Customer Desk Specialist

Garrett Advancing Motion is the world’s leader in automotive powertrain technology, providing solutions for passenger cars, commercial vehicles, and off‑highway equipment.

Job Description
The Regional Customer Desk Specialist will provide excellent customer experience by managing demand, orders, and shipment plans to satisfy customer needs. The role collaborates with the Regional Demand Planning Manager, Statistical Analyst, Reporting, Product Life Cycle Planner, and Customer Management Team to align demand volumes and maintain an accurate short‑term forecast. The specialist will coordinate shipment planning, past‑due reduction, ASN, invoicing, and payment receipt, ensuring operational excellence across the supply chain.

Responsibilities

Customer Demand Management

Integrate and update customer demand in SAP (EDI, e‑mail orders/forecast, POs, including INTERCO demand).

Apply work instructions and troubleshooting guide to integrate EDI/demand following Customer data refresh cadence.

Resolve EDI integration errors by root‑cause analysis.

Execute standard demand planning process, compare weekly demand vs sold capacity, and monitor demand variation tolerance with the Customer.

Escalate deviations and coordinate with Customer Management Team to communicate and, if necessary, reject EDI/demand.

Analyze demand, question uncertainties, investigate and challenge forecast variation.

Arbitrate demand and plan shipments weekly; validate the Customer Desk Forecast with the Regional Demand Planning Manager.

Provide daily logistics interface between plant and customers and ensure compliance with delivery schedules.

Follow up on delayed deliveries, optimize special shipments, and address logistics complaints with improvement actions.

Report delivery performance (OTTR) and implement actions to improve performance for the assigned customer portfolio.

Manage PD (daily/weekly verification and recovery plan follow‑up) and handle customer relationships per specific requirements and MOS.

Collaborate with regional logistics processes (SIOP, operations strategy).

Support production transfers and new product introductions (PIPO) to prevent excess and obsolete inventory.

Optimize finished goods inventory (FGI) to meet SIOP goals.

Operate within o9, SAP, MHS, and other tools per procedures.

Participate in required meetings and perform duties assigned by superiors.

Functional KPIs

Weekly check MAPE and BIAS at PN level.

Monitor Customer OTTR and Past Due for OEM, OES, IAM markets.

Analyze delivery performance via Customer Portal and OTTR analysis.

Measure customer satisfaction (CDI, NPS) and define improvement actions.

Align assumptions with Customer Management (One Team).

Implement continuous improvements following defined standards.

Address top offenders with improvement plans.

Internal Alignment and Collaboration

Collaborate with Supply Chain functions, Sales, and Plant warehouse/logistics teams to align demand forecast and shipment plan.

Adhere to Global processes (Demand planning, PIPO, NPI) to meet assigned KPIs.

Operate daily activities following standard processes, GEM requirements, and ISO standards.

Actively participate in weekly demand planning, SIOP meetings, and support statistical analysis reporting.

Adjust arbitrated demand for reference changes to avoid excess and obsolete inventory.

Observe work rules and internal HS&E guidelines.

Basic Qualifications

Bachelor’s degree in Business Administration, Engineering, or related field.

Minimum 5–8 years of relevant experience in demand planning, customer service, sales, or supply chain.

Previous experience in the automotive industry (OEM or Tier‑I) is preferred.

Additional Desired Qualifications

Key Skills and Knowledge

Proficient in English; Spanish or Portuguese is an advantage.

Strong customer‑service methodology and tool expertise with understanding financial and operational impacts.

Strong analytical and statistical skills.

ERP experience with o9, SAP, and other demand‑planning software.

Advanced Excel, PowerPoint, PowerBi, and other MS Office skills.

Excellent presentation and communication skills.

Six Sigma Green Belt certification or equivalent is preferred.

Behaviors

Customer focus – adhere to customer‑specific requirements.

Analyze and challenge forecast data; investigate variations and risks.

Communicate findings internally and validate with stakeholders.

Self‑learning and continuous improvement mindset.

Organized to manage multiple priorities concurrently.

Accurate work following weekly MOS.

Team player.

Garrett is an Equal Opportunity Employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

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