Customer Service Manager

JOB TITLE: Customer Service Manager
LOCATION: Nextrade H.O. (BGC Taguig)

I. Job Objectives:

• Formulate and sustain a comprehensive strategy for Customer Service that effectively balances case fill rate and cost to serve.
• Provide a proactive and flexible approach to attain cost targets and desired service levels.
• Act as a link between the customer and sales and other functional teams in Supply Chain.
• Build a dependable, skilled, and proactive customer service team.

II. Tasks and Activities:

1. Develops and delivers Nextrade Customer Service strategy.

a. Define Customer Service vision consistent with Nextrade and Supply Chain visions.
b. Implement best practices and continuous process improvement for customer service.

2. Ensure superior level of service and efficient order management.

a. Determine processes to simplify, identify opportunities for automation, and address pain points to improve customer engagement.
b. Work with internal and external customers to proactively identify issues and drive improvements.
c. Launch Supply Chain-related initiatives, engaging key internal and external customers to drive positive business opportunities such as growth and targeted savings for Nextrade and customers.
d. Collaborate with Supply Planning, Physical Logistics, and Sales in terms of resupply, stock availability and allocation, logistical transfers, and pull-in of stocks, among others.

3. Provide timely updates and information.

a. Inform Sales or customers regarding order status, stock availability, and customer service level, among others.
b. Keep track of issues encountered during deliveries of orders and, together with Physical Logistics and Sales, come up with action plans to minimize issues and improve performance.
c. Manage all claims and refusals made by customers and coordinate them with Sales and Finance.

4. Lead, manage, and develop subordinates to attain and maximize their full potential through proper coaching, development, and guidance, and proactively utilize them to improve operational efficiency.

• Contribute to the preparation, adaptation, or restructuring of the organization to best respond to anticipated changes.
• Conduct periodic objective setting, performance evaluation, and career planning for team members.
• Expose subordinates to other aspects of customer service and supply chain by assigning them to cross-functional projects.

III. Key Performance Measures:

A. Case fill rate
B. Attainment of cost-to-serve target
C. Positive recognition from Customer and Sales

IV. Key Experiences:

A. Two or more years of relevant experience in Customer Service function
B. At least five years of experience in Supply Chain Management
C. Working knowledge of distribution cost
D. Exposure in Sales and Key Account Management

V. Knowledge: Functional, Business, and Organizational

A. Can explain in detail the concept and practical working of the following:

1. Order Management
2. Customer Service Best Practice and Process

B. Can describe the main aspects of the following elements and detail the integration points with Customer Service:

1. Other Supply Chain Processes
2. Sales
3. Order-to-cash process

VI. Personal Qualities:

A. Above-average communication skills
B. Analytical
C. Attention to detail
D. Disciplined
E. Collaborative
F. Tactical thinker
G. Ability to balance priorities
H. Ability to challenge the current status quo

Academic Background

At least college graduate preferable in Engineering, Finance, IT

Pay: Php70,000.00 - Php100,000.00 per month

Work Location: In person