Customer Service Manager

Lead and coordinate Customer Service and Outbound Logistics, and drive Customer Excellence for South America. This role has direct impact on the company’s bottom line, especially OTIF, customer satisfaction, and costs. Ensure efficient execution and continuous improvement of dispatch and customer service processes by coordinating requirements across Commercial, 3PL/Sources (Direct shipments), Transportation, and Planning teams.

Act as the main reference and interface with customers on non-commercial issues, ensure correct implementation of Log.Os–Customer Excellence processes, lead required improvements and controls in ERP–SAP, and ensure compliance with processes and policies aligned with Internal Control.

Key Accountabilities

• Own the accuracy and timeliness of customer & distributor data: sales data, point of sale, inventory, vehicles, POS material, sales performance, targets & people.
• Become expert in the main processes and organization of distributors & key customers; act as the internal “voice of the customer” and promote a customer‑centric culture.
• Develop and maintain procedures to enhance workflow and efficiency of the Customer Supply Chain team.

Dimensions / KPIs Key Relationships

• Functional / internal: Customer Services; Lead Customer Service Excellence for South America; Sales; Supply Chain; Warehouse/Logistics; Transportation (Cost & Efficiency); Outbound Efficiency.
• Immediate Supervisor: Supply Chain SA
• Supervisor reports to: Customer Service & Outbound manager
• External: Customers (all channels); Supplier: DHL

Systems

• Systems/knowledge: SAP OTC, EDI / Comercionet / Sales Force / BI knowledge, excellent understanding of OTC flow
• Competencies: numeracy skills; proficient computer skills (Excel, PowerPoint); teamwork; organizing and planning; attention to detail and accuracy; communication; sense of urgency; problem‑solving; available to work extended hours.

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