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Job Purpose and Impact

The B2C Customer Service Manager will oversee a team that provides customer services relating to sales, sales promotions, installations and communications. In this role, you will supervise the team that optimizes and monitors shipping and returns including processing complex orders from customers and resolving order or delivery issues.

Key Accountabilities

• Work with Production team to ensure right production to meet demand from market.
• Manage the order management process for B2C business.
• Conduct performance management, talent development, succession planning and engagement.
• Partner with team members to decide which tools or systems are appropriate to use for specific customer service environments.
• Use comprehensive knowledge of supply customer service practices and procedures to support and assist in developing tactical customer service strategies for a small customer base.
• Report and provide MIS for enabling decisions pertaining to improvement projects.
• Provide support and feedback to define improvement projects and commitments that require a thorough understanding of customer service practices and procedures for a small team.
• Responsible for personnel decisions related to hiring, performance and disciplinary actions for your direct reports. You will also spend time completing the same tasks as employees on your team.
• Other duties as assigned

Qualifications

Minimum Qualifications

• Bachelor's degree in a related field or equivalent experience
• Minimum requirement of 3-4 years relevant work experience in Sales Operations, Customer Service, or Logistics. 
• Other minimum qualifications may apply

Preferred Qualifications

• Proven track record in FMCG or Consumer goods, specifically dealing with high-volume distribution
• Prior supervisory or team-lead experience is an advantage
• Proficiency in SAP (Basic knowledge required), advanced MS Office skills (Ms Excel functions)
• Data Analytics mastery (i.e. Pivot Tables, Power Query)