Customer Service & Outbound Logistics Manager

Lead and coordinate Customer Service and Outbound Logistics, and drive Customer Excellence for South America. This role has direct impact on the company’s bottom line, especially OTIF, customer satisfaction, and costs. Ensure efficient execution and continuous improvement of dispatch and customer service processes by coordinating requirements across Commercial, 3PL/Sources (Direct shipments), Transportation, and Planning teams.

Act as the main reference and interface with customers on non-commercial issues, ensure correct implementation of Log.Os–Customer Excellence processes, lead required improvements and controls in ERP–SAP, and ensure compliance with processes and policies aligned with Internal Control.

Key Accountabilities

• Own the accuracy and timeliness of customer & distributor data: sales data, point of sale, inventory, vehicles, POS material, sales performance, targets & people.
• Become expert in the main processes and organization of distributors & key customers; act as the internal “voice of the customer” and promote a customer-centric culture.
• Develop and maintain procedures to enhance workflow and efficiency of the Customer Supply Chain team.

Responsibilities / Deliverables (Outputs & Measures)

• Guarantee CFR% (Full): CFR 97%, RDD >98%
• Receive, prioritize, process and identify incoming orders according to sales policy and customer requirements (Full): CFR by Channel >97%
• CMA (Full): ITP
• ITP (Full): Lead ITP weekly routine
• Invoicing and reinvoicing process (Support): Support AR – Past due <90%
• Daily reports (Full): PO Tracker (Purchase Orders Control) / CFR / returns
• Establish weekly and monthly sessions with Sales to review PO status (Full): % Plan execution and service
• Establish daily/weekly sessions with 3PL and Transportation to check PO track and returns; and sessions with Sales to review PO status (Full):
• Returns <1,5%
• T2 control expenses (Full): Expenses control and efficiency <95% AOP
• Outbound effectiveness & efficiency — projects gross savings (Full):
• Reduction cost >=5% (Milk run, PO frequency / MOQ, Picking <5%)
• DPS >5%
• Drop size >10 ton/shipment

Key Relationships

• Functional / internal: Customer Services; Lead Customer Service Excellence for South America; Sales; Supply Chain; Warehouse/Logistics; Transportation (Cost & Efficiency); Outbound Efficiency.
• Immediate Supervisor: Supply Chain SA
• Supervisor reports to: Customer Service & Outbound manager
• External: Customers (all channels); Supplier: DHL

Systems

• Systems/knowledge: SAP OTC, EDI / Comercionet / Sales Force / BI knowledge, excellent understanding of OTC flow
• Competencies: numeracy skills; proficient computer skills (Excel, PowerPoint); teamwork; organizing and planning; attention to detail and accuracy; communication; sense of urgency; problem-solving; available to work extended hours.