Title: Customer Service / Logistics Manager
This position is responsible for the efficiency of both orders to invoice process and Logistics cost and enhancement the business growth/optimize with strong customer engagement (i.e. joint business with customer for supply chain area). The Customer Service Manager manages and leads the whole customer service team, while cultivating strong relationships with customers, and 3PLs. The Customer Service Manager drives joint value creation projects with customers, ensures compliance of Terms and Conditions/Logistics Programs, and supports other Go to Market initiatives in collaboration with Customer Development.
*Typical KPI (CFR, Logistics KPI (for both operation and cost), etc)
Principal Duties and Responsibilities Task
Manage Order to Invoice processes to deliver customer service excellence, leveraging our order to invoice essentials. Leads projects to drive order to invoice efficiencies, reduce order touches, & returns. Ensures compliance to Terms & Conditions and logistics efficiencies.
Manage logistics (in local) processes and cost to keep/improve the efficiency without negative impact to customer service. Leads projects to drive Logistics efficiency to meet current and future requirement from customers in order to support the business growth
Manage/Coach People – Responsible for overseeing performance management & development process for Customer Service team. Ensure continuous service excellence though functional cross training & appropriate vacation/absentee coverage
Lead Supply Chain Customer engagement by driving joint value creation projects with customers and Customer Development. Align KPI’s and drive continuous improvement together with customers. Other Projects will include improving On Shelf Availability and/or Logistics Efficiencies.
Drive Continuous Improvement – Monitors performance metrics (KPI’s) to understand service, efficiency, and cost trends and identifies opportunities for improvement. Shares performance information with subsidiary team. Collaborates with subsidiary teams) to improve service, reduce cost, and improve on shelf availability.
Bachelor’s degree or above
3+ years of 3PL management experience
3+ years of people management experience
Expected Areas of Knowledge, Skills and Abilities
· Supply Chain experience
Sales Experience *preferred
Experience of teamwork (both internal and external)
High level of mathematics
· Business English (TOEIC above 650)
· Trade through wholesaler to retailer
Negotiation and relationship maintenance
Leadership Competencies (Should match the Competencies – Up to 3)
Developing coaching people
Functional Competencies (Should match the Competencies – Up to 3)
Effective Order Fulfillment
Working Relationships (Key partnerships and reporting relationships)
Reporting to Customer Service and Logistics Associate Director, and having subordinates up to 5 direct permanent employees
Expected percentage of travel: Up to 10%