Customer Services Manager (Customer Logistics & Order Management)

  • Company: Moët Hennessy Diageo Hong Kong
  • Country/Region: Hong Kong
  • Business group: Wines & Spirits
  • Contract type: Permanent Job
  • Function: Supply Chain
  • Experience required: Minimum 10 years
  • Reference No.: MHAP00267
  • Date of publication: 2019.11.01

Position

MISSION STATEMENT 

The position will have the mission to streamline the order-to-delivery cycle and build up Supply Chain relationships with our customers & consumers in order to better meet their expectations while supporting business team to improve business performance.  This role covers both Hong Kong and Macau business.

 

RESPONSIBILITIES

  • Support the Head of Supply Chain and Head of Sales to define customer services strategy and operation which best fit our business environment
  • Identify our customers' needs in operation by channel and define the related strategy
  • Evaluate the needs of organization, process and resources required in customer service team
  • Develop, monitor and improve customer service KPI (efficiency, service & cost)
  • Ensure transparent and efficient information sharing and collaboration with different functions within the organization (supply chain, finance, accounting, sales and marketing)
  • Lead and develop customer service team to drive smooth and efficient daily operation
  • Streamline order-to-delivery cycle to meet customer needs and improve internal logistics efficiency
  • Ensure proper training and knowledge transfer to team members to support operation efficiency
  • Ensure order management process and smooth daily operation in accordance to company strategy. Identify opportunity area in operation and drive for improvement.
  • Work with cross functional team to improve fulfillment rate to customer
  • Handle customer enquiries and complaints related to order-to-delivery matters
  • Lead ad-hoc improvement projects that support organization goal

 

 

 


Profile

Education

College/University graduate major in supply chain, logistics, engineering or equivalent

 

Language

Fluent in English, Cantonese & Putonghua

 

Professional experience & know how

At least 8 years working experience in supply chain, logistics or order management. Experience in retail, FMCG is definitely a plus

 

Technical & management skills

  • Solid experience in managing 3PL
  • Able to drive organizational projects with cross function departments
  • Good networking, influencing, and communication skills with both Chinese and Western consumers
  • Familiar with MS Office
  • Experienced in using ERP system
  • Experience with SAP is a plus

 

Personal & interpersonal skills

  • Strong analystical skill
  • Continuous improvement mindset
  • Proactive and logical
  • Good communication skill
  • Able to work in multi-cultural environment
  • Highly motivated, energetic, enthusiastic and team oriented
  • Quick response
  • Customer focused and result oriented
  • Able to work under pressure
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