Customer Service & Outbound Logistics Manager

Job description

Summary

Our client is seeking a Customer Service & Outbound Logistics Manager to be responsible for the overall Customer and Consumer Service & Distribution and Outbound Logistics. The goal is to manage the entire cycle so as to enhance business development and ensure sustainability and customer relationship satisfaction.


Key Responsibilities

Strategic Level

  • Research, understand, lead and manage the overall Customer and Consumer Service, Satisfaction and Relationship Management Process;
  • Define customer and consumer requirements by conducting market intelligence research;
  • Define Customer and consumer service policies and procedures
  • Determine customer service levels by segment;
  • Research and understand sales channels and identify opportunities for company;
  • Research, understand, lead and manage the overall Outbound and Logistics Process;
  • Manage an effective logistics system for inventory management and product delivery that ensures customer satisfaction while meeting the company’s business objectives;
  • Prepare formats, requirements and reports necessary to capture and manage all relevant information.

Operational Level

  • Develop strategies, plans and budgets to build and manage customer relations and loyalty;
  • Manage the department and team of customer service representatives and outbound logistics team;
  • Responsible for capturing, resolving and analysing customer and consumer queries, complaints and general feedback;
  • Would be in direct communication with Customers and Sales Representatives.
  • Monitor and measure customer and consumer satisfaction;
  • To build a better and deeper understanding of company's customers through collection and analysis of consumer data
  • Use customer information to respond to customer requirements in a timely and economical fashion
  • To work alongside the Marketing and Sales Teams to develop appropriate and effective marketing and sales strategies for customers based on company's understanding and established relationship including key account management
  • Identify marketing and sales opportunities through effective relationship management
  • Determine level of service to be provided to each customer service
  • Assess customer satisfaction with goods or services by designing and implementing survey methodologies; validating results; tracking effectiveness of advertising or information campaign
  • Resolve customer dissatisfaction by planning and directing the receipt, investigation, evaluation, and settling of complaints and claims; following up with customers; personally, resolving difficult situations
  • Resolve discrepancies by consulting with other managerial personnel; collecting and analyzing information
  • Maintains customer service operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures
  • Completes customer service operational requirements by scheduling and assigning employees; following up on work results
  • Optimisation of routes, dispatch and scheduling, monitoring of deliveries and returns management
  • Management of Company owned vehicles.


Requirements

Requirements 

  • Degree in Business Management, Marketing, Business Administration or related field
  • A minimum of 5 years same role or related field
  • Background and knowledge of Distribution and Logistics principles
  • Background in marketing and distribution, in a pharmaceutical environment, will be an asset
  • Proficient in Word, Excel, Outlook, and PowerPoint
  • Excellent Communication and Interpersonal skills
  • Strategic Thinking Skills
  • Leadership and Analytical Skills
  • Ability to build, develop and motivate a team