Customer Services Manager (Customer Logistics & Order Management) (Wine Jobs: Management & Administration)

MISSION STATEMENT 

The position will have the mission to streamline the order-to-delivery cycle and build up Supply Chain relationships with our customers & consumers in order to better meet their expectations while supporting business team to improve business performance.  This role covers both Hong Kong and Macau business.

RESPONSIBILITIES

• Support the Head of Supply Chain and Head of Sales to define customer services strategy and operation which best fit our business environment
• Identify our customers' needs in operation by channel and define the related strategy
• Evaluate the needs of organization, process and resources required in customer service team
• Develop, monitor and improve customer service KPI (efficiency, service & cost)
• Ensure transparent and efficient information sharing and collaboration with different functions within the organization (supply chain, finance, accounting, sales and marketing)
• Lead and develop customer service team to drive smooth and efficient daily operation
• Streamline order-to-delivery cycle to meet customer needs and improve internal logistics efficiency
• Ensure proper training and knowledge transfer to team members to support operation efficiency
• Ensure order management process and smooth daily operation in accordance to company strategy. Identify opportunity area in operation and drive for improvement.
• Work with cross functional team to improve fulfillment rate to customer
• Handle customer enquiries and complaints related to order-to-delivery matters
• Lead ad-hoc improvement projects that support organization goal

Education

College/University graduate major in supply chain, logistics, engineering or equivalent

Language

Fluent in English, Cantonese & Putonghua

Professional experience & know how

At least 8 years working experience in supply chain, logistics or order management. Experience in retail, FMCG is definitely a plus

Technical & management skills

• Solid experience in managing 3PL
• Able to drive organizational projects with cross function departments
• Good networking, influencing, and communication skills with both Chinese and Western consumers
• Familiar with MS Office
• Experienced in using ERP system
• Experience with SAP is a plus 

Personal & interpersonal skills

• Strong analystical skill
• Continuous improvement mindset
• Proactive and logical
• Good communication skill
• Able to work in multi-cultural environment
• Highly motivated, energetic, enthusiastic and team oriented
• Quick response
• Customer focused and result oriented
• Able to work under pressure