Bucharest, Romania
As Customer Service and Logistics Manager your overall objective is to run both Customer Service & Logistics departments in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations accompany with company’s cost targets.
Responsibilities:
- Fully managing Customer Service (CS) activities, budget, policies, regulations, standards and strategies to ensure excellent and compliant service for RB customers as well as meeting company cost targets
- Develop, measure and manage KPIs (Pack Fill Rate, Credit Notes, Order management and accuracy) to determine and improve the effectiveness of all customer service activities
- Managing CS team regarding Check Returns Credit Notes, accurate SAP systems input data, month closing activities, end to end invoicing process
- Monitor CS reporting on daily, monthly, quarterly and yearly basis and
- Managing effective relationships with increasing numbers of clients and 3PL
- Run customer centricity projects and meetings with RB customers (interpret market survey results e.g. Advantage and take improvement actions)
- Prepare or oversee the preparation of reports and statistics for upper management
- Provide guidance in handling difficult or complex issues to resolve them effectively and efficiently; ensure resolving customer complaints and answer customers' questions regarding organizational policies and procedures
- Oversee corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained
- Oversee EDI ordering and enhancement
- Develop, implement and sustain processes to reduce costs and improve customer service as well as develop and communicate metrics to support these efforts
- Lead a site's operational activities (inbound, outbound, stock management) of both finished goods and packaging materials
- Ensure products in inventory are managed, picked, loaded and shipped-out, co-packed in line with operational targets - OTIF standards
- Drive operating efficiencies, cost savings and customer service level improvements within the area of transport-warehousing-copacking
- Manage, negotiate and influence external (3PLs and Logistics providers) and internal stakeholders (Sales, Finance, Marketing, Customer Service)
- Demonstrate understanding of planning skills to manage supply of product
- Effectively solving problems and operational issues
- Ensure proper documentation and retention of accounting records
- Manage Budgets and drive cost control optimization in relationship with 3PL and Logistics service providers as well as drive copacking cost savings by simplification of the portfolio and the physical process
- Manage NPD, EPD set up in company ERP system and inform 3PL
- Ensure that SAP and 3PL ERP bill of materials are set up according to the Project Briefs (PPB)
- Manage base product and packaging material changeovers (including packaging material scrapping if needed)
- Manage subcontracting and packaging material cost quotations and ensures that these are uploaded to the system properly
- Other embellishment related tasks that the supervisor hands over
- Motivate, inspire and direct Team members for personal growth
- Ensure reports related to sales, service, credit notes, embellishment (subcontracting and packaging material) are provided at pre-defined regularity for all markets (domestic and direct exports) and stakeholders
- Provide deep analysis and investigation of each report in order to meet KPIs and embellishment cost results to meet cost targets
- Take the lead and conduct regular meetings on forecast/demand planning/logistics/other service-related topics and participate on regular meetings with marketing and master data in order to reach highest service level and performance possible
- Ordering MOQ / Order frequency / Ship To points / Order types / Credit Note issues
Requirements:
- Proven-track experience gained within demand planning, customer service and logistics (ideally in all these areas) at FMCG, consumer goods or similar industry
- Passion about supply chain supported with understanding and knowledge about SC processes (inbound, outbound, stock management, transport, warehousing, copacking, etc.) from fast-pacing environment
- Mature and effective communication style, ability to cooperate with various internal stakeholders and external partners (customers, 3PLs, etc.) to lead and drive CS & Logistics agenda
- Highly numerate and analytical person with strong focus on service level excellence and maintaining good relationship with partners
- First experience in managing a team of 3-5 people
- Advanced MS Office, especially Excel
- SAP knowledge is an advantage
Offer:
- Huge independence and opportunity to be empowered and step up by challenging status quo and driving improvements
- Inspiring and stimulating environment, challenges and direct impact on RB business
- Recognition for the work and achievements
- Real chance to develop and grow Your career within the RB structure
- Ability to grow and develop the team
- Secure employment with attractive salary and bonus scheme
In Return RB offer very competitive salaries with excellent benefits and the chance to progress your career within a truly global organisation.
RB is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other basis protected by appropriate law. All hiring decisions are made based on merit, competence and business need.