Customer Service Manager

4 days ago


สมทรปราการ, Thailand PRTR Full time

**Key Responsibilities**
- Monitoring the activities of the customer support function to meet the requirement of customers and support company operations.
- Leading order processing team to achieve KPIs: customer service level, on-time delivery, trade stock at DC (CVD), billing accuracy and return management.
- Accounting for the day-to-day customer order management and trade feedback to ensure that excellent levels of customer satisfaction and service level are met.
- Providing support to Customers, Supply chain team, Finance & Accounting, operation, and Planner to ensure internal business controls are in place and operating effectively.
- Executing control and documenting evidence of compliance with controls.
- Verifying and maintaining the sales master data in the SAP system and taking action with a fast response to any problems that occurred.
- Creating and maintaining the pricing and trade discount in SAP, a new product in EDI and VMI to ensure accuracy and update in the system.
- Partnering with Demand & Supply Planning for stock availability to support normal sales and promotion.
- Ensuring appropriate stock cover day is in place to achieve the target of Customer Service Level and On Shelf Availability.
- Working collaboratively with the customer buyer and supply chain team to improve the operational effectiveness and order cycle to generate the business opportunity.
- Collaborating on stock availability (Inventory management) with the customer Supply Chain. Focusing and taking action to achieve the target of On Shelf Availability (OSA) and out of stock (OOS) at DC and Store levels.
- Monitoring and updating the MTD CAF to Channel Development Manager, Senior Key Account Manager, and Key Account Manager. Also, take an action for under/over closing CAF estimation to deliver the sales target.
- Handling the monthly review of KPIs, project progress, and key issue with key customers.
- Monitoring the DC Allowance monthly spending. Negotiate the new rate with the customer to be aligned with the company's route-to-market model.

**Qualifications**:

- Bachelor’s Degree in Science, Statistics, Supply Chain, or Logistics is required.
- Minimum 5 years of experience in a Customer Service role from FMCG is a must.
- Experienced Supply Chain Management background.
- Knowledge and experience in ordering systems or SAP will be a plus.
- Good command of spoken and written English.
- Service-minded, customer-oriented, self-motivated, well-organized, and able to work well under pressure.
- Ability to coordinate and prioritize activities.



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