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Customer Service Manager

hace 2 meses

Lugo, Lugo, España Frank Group A tiempo completo

Job Summary

The Customer Service Manager will be responsible for overseeing all aspects of customer service and order fulfillment processes at the Frank Group manufacturing site, working closely with both internal and external stakeholders to manage order entry and processing fulfillment from order to delivery.

Key Responsibilities

  1. Order Management and Fulfillment

The Customer Service Manager will lead the process to ensure all customer orders are fulfilled with a 98%+ On Time and In Full (OTIF) rate by managing customer interactions and order processing activities.

Customer Service and Communication

Responsible for daily status updates, publishing dashboard data, keeping stakeholders informed of progress, challenges, and necessary actions to maintain operational continuity.

Comprehensive Order Entry and Processing

Oversee the entire order entry process, ensuring every order is captured accurately and processed promptly. Continuously work to enhance the order entry and fulfillment process to reduce lead times and improve accuracy and efficiency while maintaining best-in-class customer service.

Project Management and Collaboration

Work with internal and external stakeholders on various projects such as inventory planning for seasonal displays or coupon applications.

Continuous Improvement and Quality Assurance

Regularly review and refine logistics and fulfillment strategies to reduce lead times to customers and improve service quality. Implement best practices and innovative solutions that align with the company's standards.

Relationship Management and Customer Satisfaction

Nurture and maintain strong, productive relationships with customers, warehouse, and internal teams to ensure seamless collaboration and support across all operational activities. Respond to customer feedback and complaints to resolution.

OTIF Delivery Rate Improvement

Identify bottlenecks and implement improvements in the order fulfillment process to continuously improve the OTIF score.

Key Performance Metrics

  1. Order Management and OTIF Rate

Manage all Open Orders to ensure they are moving through the system properly to ensure 98% OTIF.

OTIF Dashboard and Reporting

Compiling data and publishing OTIF Dashboard (publish Weekly + Monthly) with commentary about the company's performance (current state) and improvements (future state).

Customer Service and Fulfillment Performance

Manage Retail CS & Order Fulfillment inbox to meet 98% OTIF & provide best in class CS.