Customer Service Manager, FMCG Logistics & Distribution (BB-3B513)

Found in: Neuvoo HK


Customer Service Manager, FMCG Logistics & Distribution

  • Multi-national Consumer Goods Group
  • Team Management

Job Duties

  • Report to Head of Supply Chain
  • Lead and improve the 3PL and customer service team performance from SOP/KPI review, order fulfillment, customer service operations, relationship management and problem solving
  • Partner closely with commercial, planning/inbound, finance & controlling etc. to develop an optimized customer service operation and fulfillment process in various channels
  • Review and monitor KPI. Address customer compliant, identify root cause, propose and drive effective improvement projects with 3PL and business partners
  • Lead and develop a motivated and productive Customer Service team in daily operation including month end billing, order fulfillment, marketing activities support, regular reporting and budgeting


  • Degree holder preferably in Business Management and Supply Chain Management
  • About 8 years working experience in customer service / order fulfillment / 3PL management in MNC FMCG industry
  • Strong leadership, communication, and influencing skills 
  • Demonstrate good judgment and initiatives in a fast-paced environment
  • Proven vendor management and project management skills
  • Knowledge and hands on experience in SAP/ERP systems, MS Word and Excel
  • High proficiency level in English and Chinese
  • Lead and develop a small team on daily logistics and shipping operation to facilitate speed to market and efficient end-to-end logistics flow
  • Proactively engage in process improvement, system change, and cost saving initiatives 
  • Collaborate positively with various internal and external partners, from best practice sharing to continuous operation support in the region
  • Strategize and implement business development plan to drive new business opportunities on customized supply chain solutions and freight networks
  • Manage the sales cycle from prospecting to RFP/RFQ process, leveraging on the groups resources
  • Maximize profitability and present integrated solutions to meet business revenue goals.
  • Provide first-class professional repair and leather care services in addition to custom jewelry pieces
  • Support the sourcing and replenishment of spare parts and tools
  • Work closely with after sales service team to ensure smooth operation
  • Dynamic and fast paced working environment
Job Duties
  • Handle all rounded operational support to ensure efficient logistics & supply chain process in the e-commerce channel in the Greater China Region
  • Work closely with local marketing and sales teams, as well as global supply centers on timely planning, forecast, and replenishment
  • Coordinate with distributors on order fulfillment and invoice settlements
  • Be a regional expert in providing optimized customer solutions in various supply chain areas
  • Focus on Greater China logistics arrangement and order fulfillment process
  • Collaborate closely with regional marketing, commercial, logistics teams to ensure one or more of these processes: China customs/tax issues and BLP/bonded warehouse orders; sample orders; rush orders; or PO system blocking management (e.g. credit/damaged good issues etc.)
  • calendar_today1 day ago

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