CUSTOMER SERVICE MANAGER

DUTIES AND RESPONSIBILITIES

  • Manage the over-all customer service functions of McAsia.
  • Manage the Order-to-Cash process: end-to-end process of the order fulfilment process
  • Accurately maintain the customer data at SAP ensuring that relevant customer information is accurately captured in the system
  • Collaborate with Sales on specific customer requirements to ensure timely order processing and delivery of orders to customers, including Invoicing. This includes all customer requirements for packaging, documentation and POD.
  • Monitor Customer Order Patterns to develop strategies on how to better service the customer
  • Collaborate with Sales and Marketing to strengthen Customer Relationship Management process.
  • Coordinate with Demand and Replenishment on product availability as well as with Logistics Operations for customer delivery.
  • Resolve any issue of the customer with regards to their requirements from order taking to delivery.
  • Ensure that appropriate credit limits, in collaboration with Finance and Sales, are maintained in the system and recommend changes in limits as necessary.
  • Manage the returns management process and issuance of credit memos.
  • Monitor accounts receivables and take appropriate action to resolve issues and ensure timely payment of customers.
  • Monthly reporting of Customer Service performance.
  • Provide training and development programs to the Customer Service staff in accordance with their competency requirements
  • Prepare risk management assessment and ensure that appropriate mitigating and contingency plans are in place.
  • Perform all other functions that may be assigned by the Manager from time to time.

REQUIREMENTS

  • Four-year college degree or equivalent
  • Knowledge of supply chain management and the customer service function
  • Computer literate
  • Basic finance control understanding
  • Minimum three (3) years of experience in Supply Chain, preferably in the FMCG industry
Job Category: Customer Service
Job Type: Full Time
Job Location: APO

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