Customer Order Service Manager for Logistics
2 weeks ago
About the Role:
We are seeking an experienced and highly motivated Customer Order Service Manager for Logistics to lead our order processing and fulfillment function within the FMCG industry. This role will oversee a team responsible for ensuring accurate, timely, and efficient order execution and will collaborate cross-functionally to optimize service levels and customer satisfaction.
Key Responsibilities:
- Lead and manage the order management team, overseeing end-to-end order processing from order receipt to delivery.
- Ensure accurate and timely entry, validation, and fulfillment of customer orders in alignment with service level agreements (SLAs).
- Collaborate with sales, logistics, supply chain, and finance teams to resolve order-related issues and ensure seamless operations.
- Monitor and analyze order-to-cash (O2C) cycle performance and implement process improvements to increase efficiency and customer satisfaction.
- Develop and maintain KPIs, dashboards, and reports to measure team performance and identify areas for improvement.
- Handle escalations related to delayed, incomplete, or incorrect orders.
- Drive compliance with internal controls, customer agreements, and regulatory requirements.
- Support digital transformation and automation initiatives in order management and customer service functions.
- Coach, mentor, and develop team members to achieve high performance and engagement.
- Act as a strategic partner to sales and demand planning teams to ensure accurate order forecasting and inventory availability.
Qualifications:
- Bachelor's degree in Business Administration, Supply Chain, Logistics, or related field. MBA is a plus.
- 5–8+ years of experience in order management, supply chain, or customer service, with at least 2–3 years in a leadership role.
- Experience in the FMCG or consumer goods industry is strongly preferred.
- Proficiency in ERP systems (e.g., SAP, Oracle) and order processing tools.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication and interpersonal skills to collaborate across multiple functions.
- Proven ability to lead and motivate teams in a fast-paced environment.
Preferred Skills:
- Knowledge of order-to-cash processes and KPIs in FMCG.
- Experience working with distributors, retailers, and e-commerce channels.
- Familiarity with customer EDI portals and B2B platforms.
- Change management and continuous improvement mindset (Lean, Six Sigma a plus).
What We Offer:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package (health, dental, retirement, etc.)
- Opportunities for growth in a global FMCG leader
- A collaborative, fast-moving, and consumer-driven work environment
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