Senior Manager, Customer Services & Logistics

Job Summary

The purpose of this role is to provide strategic leadership on the following:

• Lead and define strategies of Customer Services and Logistics in accordance with inventory and distribution requirements, cost optimization, and customer services excellence.
• Manage order fulfillment and on time delivery at the optimum cost to serve to domestics and export markets
• Develop Customer Service excellence and operational efficiency to improve Service Level, OSA, Trade Inventory, and speed to market.

Job Responsibilities

1. Logistics Management

• Provide the strategic logistics directions and guideline to support business growth and improve profitability.
• Work closely with commercial and other supply chain functions related to order fulfillment, on time delivery, cost to serve, warehouse management,
• Drive cross functional projects to improve operational process, KPIs, productivity, and cost to serve.
• Manage 3PL performance and outbound delivery to customers.
• Visit Distributors’ warehouses in Thailand & Indochina for WH audit and provide the guidance for improvement.
• Make liaison with BOI, Excise Tax Department, Customs Department, DLD, Foreign Trade Department for import and export of materials and/or finished goods.
• Ensure that all activities are in line with work instructions, procedures, company regulations and all implemented standard system and reviewed timely.

2. Service Management

• Lead Customer Service team to provide excellent service: “Case Fill Rate” and “On Time” to individual customers.
• Create and sustain key customer’s relationship eg. 7Eleven / Tesco / Big C
• Manage Implant team to support customer’s requirement eg. Tesco / Big C / Tops / Makro
• Review overall order to cash process with internal and external parties to improve efficiency and meet internal audit compliance.
• Drive supply chain improvement projects with customer

3. Inventory Management

• Coordinate with internal (Demand, Supply, Sales) and 3PL service providers to manage stock level at the optimum level.
• Manage shelf-life requirement for customer’s order per requirement.
• Analyse inventory healthiness and drive out the unproductive stock in the total system.
• Lead Vendor Management Inventory project with key customers

4. Distribution

• Monitor 3PL service providers’ performance to achieve KPIs and drive on operational excellence.
• Drive cost to serve improvement and logistics cost saving.
• Analyse logistics network optimization and develop long term plan.

Skills and Experience

• Bachelor or Master’s Degree- MAJOR: Supply Chain Management, Logistics, Business Administration, Engineering or related 
• At least 10 years of experience in related field of Supply Chain, in particular logistics/ warehouse, Import- Export and customer excellence. 
• Working in a matrix organization environment
• Practical experiences in MRP II/ERP and IBP Systems are preferable.
• Strong analytical skills and distribution management knowledge with basic knowledge in manufacturing process
• Good English proficiency