Customer Service Manager

• Manage a team of customer service administrators handling a range of service for customers and for various types of  business (DOM or FOB)


• Manage team resources according to current needs and workload with focus on leveraging available resources.


• Customer Service areas include order fulfillment, customer service, relationship management, problem resolution, KPI metric review


• Managing order issues such as pricing, shipment, freight, units, proof of delivery (non-exhaustive list) and claims. 


• Identify discrepancies between forecasted orders, stock and actual orders, setting up priorities based on business needs.


• Determining stock availability and allocation of inventory


• Analyze issue root causes and propose solutions.


• Document internal procedures and customers procedures


• Set up regular business meeting to review and discuss KPI such as revenue achievement, stock allocation, on-time delivery,  sales order reconciliation, program/promotional events, price variance review


• Identify, mitigate, and communicate customer’s program risks and issues


• Driving continuous improvement project to streamline processes internally and with customer.


• Ensuring order fulfilment is being executed cost efficient way and in line with budgeted spends.


• Support company strategies for growth or expansion into new regions/markets.


• Maintain and expand relationships with existing customer to drive business growth


• Collaborate effectively with other departments to resolve problem/hurdle for the customer


• Conduct customer service training and coach staff.

 Key Metrics 

• On time delivery


• Open Orders past due


• Deduction and Claim Resolution turnaround time 

 Frequent relationships in the company:

• Logistic


• Finance 


• Sales & Marketing 


• Demand planning & Supply planning