Customer Service Manager, South APAC

CONTEXT AND PURPOSE OF THE ROLE

In the context of growing sales, and the objective of the optimization of Lacoste supply chain, the Customer Service Manager is a key player in the increase of new business for Partners, wholesales, direct retail, travel retail and ecommerce as well as delivering current customers at best.

Working in APAC Customer Service division and reporting to the Supply Chain teams, this role is the key interface between internal & external B2B business partners / customers & the supply chain team, ensuring smooth operations / communications & high service level.

Your scope includes APAC Distributors, wholesale Hong-Kong & Travel retail wholesale customers, as well as SEA e-commerce bulk operations.

MAIN REPONSIBILITIES AND MISSION

Order & Operations Management

• Key contact with the B2B customers supporting the APAC region with various type of distribution structures (such as distributors, Travel Retail and e-commerce)
• Manage, maintain accurately & efficiently the order book consistently with company policy & best practices
• Manage, prepare, continuously improve orders reports & status to customers on a weekly basis, provide visibility to customers in charge
• Report current and next month’s landing based on order book and identify risk/opportunity by alignment with customers/key accounts
• Act as the first layer of support to customers for any required questions & troubleshooting such as after sales quality, product pricing, new import requirement, logistics and delivery status, payment status, return and complaints management
• Maintain customers specific requirements, liaise with any other teams & departments to ensure that such requirements are well implemented and/or to implement new ones as required
• Manage and monitor stocks allocation, chase customers goods shipment & greenlight, minimize stocks immobilization, accelerate & optimize order to cash
• Deliver budget objective as well as meeting customer expectations
• Monitor critical issues, lack of process compliance, risks related to customers to management and/or key accounts managers

Drive operations excellence with internal collaboration

• Monitor & maximize on-time delivery; pro-actively implement detailed & special follow-ups on critical products, activity plans, as defined as the company and/or the customer(s)
• Collaborate with market demand planning team for any supply constraints; risks and/or arising situations that puts the business at risk
• Key contributor to S&OP reviews to prepare status reports on orders’ fulfilments, status, and risks
• Contribute to continuous improvement for markets on Order management, Stock level optimization, Allocation, Logistics, Invoicing and Payment
• Work continuously with the team and its stakeholders on short-term and long-term optimizations to improve service level (OTA)
• Enable efficient coordination and communication with internal parties (planning teams, supply chain teams, finance teams, Logistics teams, and production teams) and external clients ensuring accurate and timely collection, flow and uploading of information and data;
• Being accountable for the customer order processing and execution managing the order to invoice related tasks and connecting with logistics for a complete execution

Team Management

• Drive the team’s performance & compliance towards defined process & rules
• Ensure that processes & rules are well defined, written, and aligned with other teams as required

MAIN SKILLS, COMPETENCIES, KNOWLEDGE REQUIRED

• Degree in business or engineering, with a specialization in Supply Chain
• Minimum 8 years’ experience in Supply Chain / Logistics / Production, preference for Customer Service; in an international environment
• Leadership and proven management of a team (3 team members or more) of at least 3 years
• Strong communication and presentation skills in English;
• Can do attitude and able to work under pressure; pro-active to find the problems & propose solutions
• Strong analytical skills and ability to synthesize data ; strong Excel skills is a must
• Lean & continuous improvements mindset
• Experience working with ERP & good appetence using enterprise systems is a must
• Experience with Salesforce is a plus

Interested parties please send your CV with your current and expected salary package for job application.