Description:

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

Requirements

• 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

• 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.)

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