Customer Service & Outbound Logistics Manager

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 

• 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