Senior Customer Service Manager

Responsibilities:

• Lead and mentor the customer service team to achieve operational and customer satisfaction targets.
• Develop customer service strategies aligned with supply chain and business objectives.
• Monitor team performance through KPIs, coaching, and performance reviews.
• Coordinate closely with warehouse, procurement and transportation teams to ensure timely order fulfillment.
• Resolve complex customer issues involving inventory shortages, delivery delays, returns, and service disruptions.
• Ensure accurate communication of delivery timelines and supply chain updates to customers.
• Analyze customer service metrics, order accuracy and SLA performance.
• Identify process improvement opportunities across customer service and supply chain workflows.
• Ensure compliance with company policies, quality standards, and regulatory requirements.

Requirements:

• Bachelor's degree in Supply Chain Management, Business Administration, Logistics, or related field.
• 8-12 years of experience in customer service, supply chain, logistics, or order management.
• Minimum 3-5 years in a managerial or senior leadership role.
• Experience within manufacturing, FMCG, retail, e-commerce, freight forwarding, or logistics industries preferred.
• Strong knowledge of supply chain operations and customer service best practices.
• Strong problem-solving and conflict resolution abilities.
• Advanced analytical and reporting skills.
• Excellent communication and stakeholder management abilities.
• Ability to work in a fast-paced, high-volume environment.

We regret to inform you that only shortlisted applicants would be notified.