Senior Manager - Customer Service, Planning & Logistics

Position Summary

This role will be part of the management team to lead and direct the day-to-day functions and operations of the team in charge of spares part related after-sales support. He/ She will be responsible for planning, organizing and managing the activities in inventory planning & control, distribution of field spares requirements and customer service. The incumbent will need to manage of warehouse (3PL), shipping responsibility as it pertains to consolidation, scheduling of freight companies and foreign trade compliance.

Job Responsibilities

• Manage customer service activities including, quotation, order entry, forecasting, scheduling, expediting, cancelling, invoicing, credit issues, customer satisfaction, interfacing with internal sales and field service personnel and liaising with corporate to analyze schedules and updating customers on the order status.
• Work with external customers, internal sales and field service personnel to determine proper stocking levels, replenishment systems, issue and receipt procedures, required inventory control policies and procedures, management information system to support material availability control and distribution to the field.
• Manage internal Key Performance Indicators, including Emergency Service Level, On-Time Delivery, Inventory Turn and Cycle Time for part exchange.
• Responsible for overseeing the inventory management process, defining appropriate inventory levels, eliminating obsolete and off-spec material and reduce aging material.
• Plan warehousing and distribution programmes and recommend the establishment of distribution centers, including third party vendor selection, equipment and staff in order to support a 24X7 environment.
• Manage 3PLs’ Key Performance Indicators, including quality inspection at warehouse and driving for continuous reduction in logistic expenses.
• Maintain inventory cycle counting (book to book, quarterly audit with Finance and once a year 100% physical count) in 3PL warehouse and customer consignment locations.
• Safeguard warehouse operations and contents by establishing and monitoring security procedures and protocols.
• Ensure company is in compliance with laws and regulations regarding transportation, including hazardous materials and foreign trade compliance. Resolve any legal and/or regulatory issues pertaining to transportation / distribution.
• Foreign trade audit, filing and reporting to customs.
• Co-ordinate all scrapping and disposal activities.
• Develop and enforce business processes and workflows to enable efficient and effective operations.
• Direct and supervise the day-to-day work of the direct reports.
• Responsible for the annual Performance Management & Development exercise of the direct reports.

Job Requirements

• Bachelor in Engineering, Logistic, Planning or equivalent.
• 8 years relevant experience in handling customer service and planning portfolio with more than 5 years’ track record in leading and managing a team.
• Familiar with the local laws and regulations regarding transportation, including hazardous materials and foreign trade compliance.
• Knowledge of SAP system is an advantage.
• Possesses strong inter-personal and communications skills. Experience in dealing with difficult work partners and customers.
• Commands good oral and written English.
• Demonstrated independent work initiative, sound judgment, diplomacy, analytical capability and professional demeanor.

UEN: 201508072D

EA License: 22S1099

Personnel Registration Number: R22107983