Customer Service Logistics Manager

Job Title: Customer Service & Logistics Manager

Location: USA/ remote

Reports to: Order-to-Cash Process Leader

Territory: North America

Summary

The Customer Service and Logistics Manager will be responsible for assisting in controlling and managing customer service processes for Stoli Group operations in North America.

Pivotal to this role is the provision of reliable professional and timely customer care throughout the entire customer experience; building strong relationships with customers, internal teams and 3PLs, monitoring service level KPIs and challenging delivery issues.

Responsibilities

• Updates all technical specs for clients by request
• Coordinates and liaises with customers, forwarders & warehouse for shipment readiness and delivery schedules
• Follows principles of optimization of distribution, transport and warehousing costs
• Builds a strong collaboration with Stoli Group’s cluster leads
• Supports the SIOP team in anything related to the demand planning, logistics, stock management.
• Prepares and handles day-to-day documents for delivery
• Work with the 3PL and the wider Commercial and Supply Chain Team to ensure quick resolution of issues and smooth flow of goods
• Maintains proper functioning of customer service processes and procedures
• Provides all-encompassing logistics- and region-relevant support for internal customers
• Assists & updates customers with stock queries and shipment schedules
• Builds strong relationships with logistics units of Stoli Group’s customers
• Achieves KPI and objectives in order to meet and exceed customer expectations
• Feeds the Customer Service Reporting
• Monitors and drives OTIF performance, challenges order/delivery issues
• Leads the logistics providers in respect of customer requests
• Responds to customer requests and queries in a timely and proactive manner
• Ensures stock data reconciliation IC and with 3PL
• Arranges registration document preparation for the clients
• Analyses statistics to determine and signal the level of customer satisfaction aiming continuous improvement
• Liaises with warehouse for shipments
• Maintains a sustainable and inclusive culture of operation globally, encouraging different perspectives and enabling the connectivity between Stoli Group, its employees and its international partners.

Competencies

Companywide

Team player; able and willing to work independently and under stress; action oriented; drive for results and excellence; integrity & trust; corporate ethics & values; problem solving - thinking outside the box, attention to details.

Functional

Clear understanding of Customer Service and Logistics principles

Leadership

Priority setting

Relationships

• Internal Stoli Global Ops team; GBS; Sales & Marketing Cluster leads
• External warehouse, forwarders, distributors, bottling plants (both own and 3P)

Qualifications

• Experience Relevant working experience of at least 2 years
• Successful track record in logistics / supply chain /customer service
• Excellent command of English business language
• Systems Microsoft office 2010+, SAP
• Education Preferred BBA / BSc (or higher) degree in supply chain / logistics

Disclaimer: Stoli Group is an equal opportunity employer that values workforce diversity. By embedding diversity into all aspects of our culture, we maximize the opportunity to achieve sustainable business success. The duties and responsibilities described in the role profile might not be a comprehensive list.