Senior Customer Service Manager

Requisition ID: 12943

Who We Are

About your role

This strategic leadership role is vital for defining and implementing customer service strategies that align with inventory and distribution requirements, optimizing costs, and ensuring customer service excellence. You will manage order fulfillment and on-time delivery for the domestic market, while driving operational efficiency to improve service levels, OSA, trade inventory, and market speed.

What You'll Do

• Lead the Customer Service team to provide excellent service, ensuring high "Case Fill Rate" and "On Time" delivery to individual customers
• Create and sustain key customer relationships with major clients such as 7Eleven, Tesco, and Big C
• Manage the Implant team to support customer requirements for Tesco, Big C, Tops, and Makro
• Review the overall order-to-cash process with internal and external parties to improve efficiency and meet internal audit compliance
• Drive operations and coordinate commercial/supply chain improvement projects with customers
• Coordinate with internal teams (Demand, Supply, Sales) and 3PL service providers to manage stock levels optimally
• Manage shelf-life requirements for customer orders
• Analyze inventory health and drive the removal of unproductive stock from the system
• Lead Vendor Management Inventory projects with key customers
• Monitor 3PL service providers’ performance to achieve KPIs and drive operational excellence
• Drive cost-to-serve improvements and logistics cost savings
• Analyze logistics network optimization and develop long-term plans
• Other responsibilities as per Company assigned

What's in it for you

What You need to be successful

• At least 10 years of experience in supply chain, particularly in logistics, warehouse, import-export, and customer service excellence
• Experience working in a matrix organization environment
• Practical experience with MRP II/ERP and IBP Systems is preferable
• Strong analytical skills, distribution management knowledge, and basic knowledge of manufacturing processes
• Excellent command of the English language

Our DEI Commitment

At Suntory, we recognize that diverse knowledge, perspectives, and backgrounds contribute to our collective success. We are committed to fostering a diverse, equitable, and inclusive workplace where all individuals can bring their whole selves to work every day, regardless of race, color, religion, gender identity or expression, sexual orientation, disability, neurodiversity, or differing abilities, age, or any other protected characteristic.

Our recruitment and selection processes are designed to highlight what Suntory offers as an employer while allowing candidates to share their unique skills and experiences. We understand that career trajectories vary, and if you believe your experience/background can benefit our team, we encourage you to apply. We endeavor to make our interview process as inclusive as possible and offer reasonable accommodations as needed. Together, we can cultivate a workplace where everyone can thrive and propel our mission of Growing for Good.