Stuart Heath

Experience

• 

  Volac International Ltd

  Oct 2008 - Jul 2011

  Customer Care Co-ordinator

  • Investigated and resolved customer enquiries and complaints in an empathetic manner.• Met all customer call guidelines including service levels, handling time and productivity.• Responded promptly to enquiries and requests from prospective customers.• Input customer orders from start to finish in an accurate and timely manner.• Effective liaison between customers and internal departments.

• 

  Volac International Ltd

  Sept 2011 - Jun 2020

  • Managing & developing a team of 12-15 employees • Developing KPI and targets for Customer Care department – achieving 98% OTIF service levels• Running twice yearly Performance Development Reviews with team • Year on year improvements in department Employee Engagement survey across all sectors. • Running capacity models to ensure efficient and optimal service to customers • Chairing and Orchestrating monthly S&OP meetings, reviewing demand and supply performance by product family • Presenting Demand KPIs at monthly Executive meeting • Continuous monitoring of forecast accuracy for company to SKU level • Interaction with Key customers, suppliers, production factories and commercial teams to ensure optimal accuracy of demand plans• Developed safety stock levels model to ensure customer service levels are maintained and clear stock profile is available for inventory planning. Show less • Review monthly forecast accuracy through self-created Forecast KPI’s including MAPE & Bias• Review and challenge monthly forecasts using market & customer knowledge• Attend and present monthly forecast and assumptions at Exec meetings. • Consolidate monthly regional forecasts into product family plans and communicate to factories and Master Scheduler• Review and update Demand planning process flow to ensure efficient capture of sales volumes• Ensure that strategic commercial opportunities are considered and assessed from a capacity planning perspective• Work with management, inventory, supply chain and sales teams in demand planning operations• Chairing monthly Demand review meetings Show less

  • Customer Care Manager & Demand Planner - Animal Nutrition

    Jul 2015 - Jun 2020

  • Demand Planner

    Jan 2014 - Jul 2015

  • Customer Care Manager

    Jul 2012 - Jan 2014

  • Master Scheduler

    Sept 2011 - Jul 2012
• 

  Babcock International Group

  Oct 2017 - now

  - Upkeep, maintenance and development of Contract Demand and Supply plan - Achieving and exceeding customer KPI's through efficient stock management- Forecast analysis, trend identification, forecast accuracy modelling, customer and supplier spend analysis. - Developed and implemented a structure and agenda for Monthly S&OP meetings.- Regular customer & supplier communication to collate data that will aid accuracy of Plans.

  • Analytics & Planning Manager

    Jun 2020 - now

  • Planning Team Lead

    Oct 2017 - Jun 2020