Customer Service & Outbound Logistics Manager
Trinidad and Tobago, Tunapuna-Piarco, TacariguaManagement
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.
Job 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
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