Customer Service Manager for Logistics

2 weeks ago

Quezon City, National Capital Region, Philippines Private Advertiser Full time ₱1,500,000 - ₱2,500,000 per year

About the Role:

We are seeking an experienced and highly motivated Customer 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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