Job Title: Logistic Planning and Customer Service Manager Function / Department: Logistics Planning and Customer Service Location: Head Office Reports to: Logistics Director HR contact: HR Manager Basic Purpose The Planning and Customer Service Manager is responsible for overseeing and optimizing the logistics planning and customer service operations. This role involves creating and implementing logistics plans, monitoring inventory levels, and ensuring timely and efficient delivery of shipments. The position requires close collaboration with internal teams and external partners to maintain smooth logistics operations and high levels of customer satisfaction. The manager will also ensure compliance with all relevant regulations and continuously seek opportunities for process improvement. Key Objectives Manage and maintain strong relationships with internal and external stakeholders, ensuring high levels of satisfaction and efficiency. Oversee the end-to-end logistics planning and customer service process, including order handling, coordination, and issue resolution. Serve as the primary point of contact for logistics and customer service inquiries, addressing concerns and service requests. Collaborate with internal departments to ensure smooth processing and delivery of orders. Continuously seek opportunities to enhance logistics operations and improve service efficiency. Principal Accountabilities Logistics Planning and Customer Service Management Receive delivery orders from the Sales Department and ensure accurate processing. Create and implement logistics plans and procedures that optimize daily loading and dispatching operations in line with available capacities. Monitor inventory levels and adjust logistics plans as needed to maintain optimal stock levels. Collaborate with internal team members and external partners, including Dispatching Teams, Plants Teams, and Vendors, to ensure smooth and efficient logistics operations. Ensure that all shipments are delivered on time, in line with lead times for destinations, and within budget. Continuously evaluate logistics operations to identify areas for improvement and implement changes as needed. Maintain accurate records of all logistics activities and prepare reports as needed. Ensure compliance with all local, state, and federal regulations related to logistics operations. Performance Monitoring & Process Improvement Monitor key logistics and customer service metrics, such as response times, order accuracy, and customer satisfaction. Identify areas for process optimization to enhance efficiency and improve customer experience. Provide regular reports and insights to management regarding logistics performance and customer feedback. Stay informed about industry trends and best practices to enhance logistics planning and customer service strategies. Interfaces Main relations with other departments/entities:Internal:Sales: Align on customer requirements, pricing, and order details. Customer Service: Address inquiries and ensure excellent service delivery. Technical Support: Coordinate on product-related inquiries and after-sales support. Supply Chain & Logistics: Ensure smooth order fulfillment and timely deliveries. External:Customers: Maintain relationships, manage orders, and address service needs. Freight Forwarders & Vendors: Coordinate shipments and logistics operations. Impacts and Risks Impacts Strengthened customer relationships, leading to increased satisfaction and loyalty. Improved coordination and efficiency in logistics planning and customer service management. Enhanced communication between customers and internal teams, reducing errors and delays. Faster issue resolution, leading to a smoother customer experience. Risks Poor customer service could lead to dissatisfaction and potential loss of business. Delays in order processing or shipment coordination may impact customer trust. Ineffective communication could result in misunderstandings and operational inefficiencies. Key Performance Indicators Customer satisfaction and retention rates. Timeliness of order processing and fulfillment. Accuracy of logistics documentation and coordination. Response time to customer inquiries and issue resolution. Efficiency improvements in logistics planning and customer service processes. Candidate Profile Education: Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field. Experience: 3+ years of experience in logistics planning, customer service management, or related fields, preferably in an industrial or manufacturing sector. Technical / Functional Skills:Strong knowledge of logistics processes, order management, and customer service. Experience in working with global customers and logistics partners. Proficiency in ERP systems and CRM tools for logistics and customer service management. Excellent problem-solving skills and attention to detail. Strong coordination and communication skills to work across different departments. Behavioral Skills:Customer-focused mindset with strong relationship-building abilities. Proactive and solution-oriented in addressing customer needs. Ability to work in a fast-paced, international environment. Strong collaboration skills to work effectively with cross-functional teams. Adaptability to changing logistics regulations and market demands.