Alvin Gunawan Email and Phone Number

Ensuring best possible customers' experience at the every point of customers' engagement for Taste and Beyond division of Firmenich Rest of Asia (Indonesia, Thailand, Vietnam, Malaysia, Singapore, Myanmar, Australia, New Zealand, Philippines, and South Korea). In charge of end to end order management processes, addressing all of customers' queries, and taking after post sales services. Driving continuous improvement project in every possible aspect to improve customers' satisfaction level.

Leading Demand Planning role in Mondelez Thailand, in charge of consensus demand number for total Thailand business. In charge of replenishment planning for Gum & Candy, Biscuits, Cheese, and Chocolate categories, with high complexity of many imported items.

Leading Customer Service Operation (Order to Cash and Customer Logistics Development) agenda in South East Asia. Continuously driving SEA BIC service performance (Case Fill Rate, OTIF transformation, Service as Measured by Customers, VMI implementation, customers engagement and collaboration) and SEA BIC cash performance (credit management, compliance, Day Sales Outstanding, and Overdue management).

Responsible to lead end to end order to cash cycle for Indonesia business unit (both Modern Trade and Traditional Trade). Indonesia OTC scope is including Order Processing (daily / weekly / monthly Vendor Managed Inventory, web order portal, EDI order, manual order), Invoicing / Billing Process (direct billing, POD billing, and intercompany billing), Cash Collection (cash application, dunning collection, dispute management), Credit Management (customers’ credit assessment, credit policy compliance, credit limit & collateral management). Cross functional collaboration with Demand Planning, Supply Planning, and Logistics to provide best in class customer service (measured as Case Fill Rate) and together with Finance and Sales to provide best in class cash performance (measured as DSO and Overdue). During the tenure, successfully improving country DSO (Day Sales Outstanding) year by year, and reducing overdue by half for the last 2 years.

Leading collaborations both internal (within Mondelez International) and external (involving Traditional Trade and Modern Trade customers). Successfully reducing trade return / waste by half for Modern Trade in 2016 through strong collaboration within Supply Chain team and Commercial team, saving around 18 Bio IDR. Currently leading big projects, Supply Network & Distribution Design nad Implementation (commencement of 2 new RDC - Medan & Surabaya) and Fixed Day Delivery (including Distributors full VMI - which is quite big shift, and order scheduling for Modern Trade) to improve service level and leverage distribution cost efficiency.

Ensuring best in class customer service to Mondelez's Traditional Trade Customer by driving improvement in CFR (Case Fill Rate), RA (Range Availability), and DIOH (Days Inventory On Hand).Driving collaboration with Distributors all around Indonesia in regards of better service and higher revenue.

Build and maintain best in class customer service to Mondelez's Modern Trade Customer, serving 14 Retail banners, 8 Away From Home / Food Service / B2B banners, and 2 National Distributors. Ensuring order to cash process being held properly, at the correct procedure, and as lean as possible.Driving collaboration with customers on OSA project, logistics network enhancement, and also building good relationship, all with objective to increase revenue on both sides.

Provide world class customer service to Unilever's direct account customer, i.e : Alfamart, Alfamidi, Mini Stop, Watson, Century, Guardian, 7 Eleven, and Tempo. Collaborate with customers to achieve targeted service level (DR : 94.4% and CCFOT : 93%) with CPFR, OSA, direct delivery, etc. Working internally with category team (face care, body care, personal wash liquid, and personal wash bar) to ensure achievement of category targeted service level through day to day close communication, weekly operation meeting, innovation and promotion meeting, and also transition meeting. Together with Supply Chain team to build and maintain beauty supply chain network.

Benchmarking and developing standard commercial framework for AAR (Asia, Africa, and Russia) Region as primary plan and for global (AAR, America, and Europe) as the next step. Support the regional operation team from procurement / supplier management side to get the operation efficiency / cost saving with the targeted service level to customers. Working together and supporting procurement operation teams across AAR, consists of 6 cluster, with approximate 30 country in Asia, Africa, and Russia.

Managing Bill to Cash process to maintain SBNI (Shipped But Not Invoiced) at the minimum value related to decrease working capital (Account Receivable) of PT. Unilever Indonesia, Tbk. Directly supervise 26 people in order to achieve the expected value of SBNI.