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We are working with a global business that operates in over 100 countries and has a staff of 30,000+ to find a Senior Logistics & Customer Support Manager.
This is a newly created position to bring together the Logistics & Customer Service teams and to effectively combine many stakeholders for a successful order-to-delivery customer experience!
Reporting to the Head of Supply Chain, with a potential succession plan to move into that role at a later date, this role will benefit someone with career aspirations and an immediate need to coach and develop the existing team!
The main role & responsibilities of this position include:
* Lead, manage, and develop the customer support team consisting of customer service representatives and logistics operations personnel.
* Oversee end-to-end order management from customer order placement to customer order delivery, including order processing, logistics, and order delivery.
* Guide and motivate the customer support team to deliver promised service.
* Continuously improve workflow from order placement to delivery, ensuring efficiency and customer satisfaction.
* Set KPIs, monitor team performance, and implement strategies for improvement.
* Identify skill gaps and provide necessary training to enhance team capabilities.
* Ensure defined service is met at customer interactions at every touchpoint of the order process.
* Work closely with sales, marketing, finance, supply operations, and other relevant departments to streamline operations.
* Address complex customer issues and implement solutions to prevent recurrence.
* Build strong relationships with cross-functional teams.
* Develop and implement contingency plans for potential disruptions.
To be successful in this position you will have:
* Minimum 2 years managing logistics & customer service teams.
* Customer focus with decision-making ability.
* Conflict and problem resolution skills.
* Advanced verbal communication skills.
* Analytic capabilities and ability to perform root cause analysis.
* Effective organisational skills and time management.
* SAP knowledge is a bonus, but not essential.
* A real people person mentality, as this role will be working with multiple departments and individuals.
If this position sounds of interest and you'd like to find out more, please APPLY NOW!
Stuart from Jenner & Co will be in touch with all shortlisted profiles in the first instance, and the interview process will commence from then. Good luck!
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