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Customer Service and Logistics Manager

3 months ago

Oakland, California, United States AF Ventures Full time

Location **Customer Service and Logistics Manager**

Company Location Oakland, CA Mid-Level Supply Chain/Logistics This role provides day to day execution as well as program and process development leadership, direction and support for customer service and logistics to ensure effective and efficient order fulfillment for wholesale, retail and direct to consumer (DTC) business channels. Areas of responsibility include, management of outsourced customer service provider, third party distribution center(s), and transportation service partners, as well as directly interfacing with wholesale customers. The CS&L Manager reports to the VP of Sales to ensure that on-time and in-full (OTIF) targets are met for all business channels..

The ideal candidate has a strong, demonstrated background in warehouse/distribution management with experience managing transportation and logistics service providers.. The candidate must possess exceptionally strong process design and execution skills and demonstrated capabilities in leading teams with the ability to provide both strategic and tactical direction to drive continuous improvement and achieve organizational objectives. Additionally, the ideal candidate has a proven track record of delivering results and the ability to manage and prioritize multiple work streams simultaneously.

Areas of responsibilities include, but are not limited to:

**Customer Service Management**

Responsible for DTC and Wholesale customer service, ensuring service performance targets for all customers are achieved

Oversee and manage outsourced customer service teams, ensuring process adherence and service excellence

Be the point of escalation and resolution for customer service issues, developing and communicating corrective action plans to sales and to the customer

Train and onboard outsourced customer service associates as needed

Document, update, and implement customer service policy and procedures, driving continuous improvement of customer service

Manage third party distribution and fulfillment partners to ensure high quality of service to DTC, wholesale and retail customers

Execute clear & proactive communication between sales and operations on order fulfillment status including, but not limited to service risks/issues with key accounts, product outages, and status of deliveries with key account shipments

Represent Nona Lim, as the key contact and face to our customers, providing high level of professional service and leading resolution of services issues

Identify and lead the development of key reporting in order to manage and improve service performance

**Logistics Management**

Manage outsourced customer service team in coordinating and tendering loads to logistics partner

Responsible for reporting upon and driving continuous improvement across OTIF metrics, and cost savings across distribution and transportation services

Develop and implement policies or procedures for order fulfillment, distribution and transportation execution

Maintain KPIs, reports, and process documentation

Ensure carrier compliance with company policies and procedures for product transit and delivery across quality and service

Work closely with the Planning Manager, distribution center and carriers to resolve order fulfillment and delivery issues to ensure shipments are made in line with customer expectations

Participate in carrier management processes, such as selection, qualification, or performance evaluation

Negotiate transportation rates and services agreements

Negotiate with suppliers or customers to improve supply chain efficiency or sustainability

Identify process improvement opportunities and lead cross-functional implementation of processes

Accountable for transportation spend in order to meet or come in under budget

Responsible for the development of quarterly and annual capacity planning for third party distribution and transportation services providers

**Sales and Marketing Support**

Responsible for new item set-up with distributors, retailers, and third-party databases

Lead the new customer on-boarding process.

Responsible for managing sales and marketing samples

**SKILLS REQUIRED**

Associates or Bachelors degree is preferred.

3-5+ years Customer Service or Supply Chain experience in consumer packaged goods industry with minimum 2 years in management position

Experience managing freight carriers preferred

Experience managing DTC (direct to consumer) fulfillment would be ideal

Experience managing outsourced teams would be ideal

Intermediate to Advanced Excel experience and knowledge required.

ERP (Oracle, JDE/JDA or similar) required

Highly organized, accurate, and detail orientedAbility to maintain a positive work atmosphere

Must be a person of high integrity, commitment, possess a strong work ethic and personal accountability

Candidates should be team oriented with strong interpersonal communication skills

Strong written and verbal communication skills are required to interface with customers effectively

Pleasant telephone demeanor, diplomacy, and verbal skills

Ability to perform duties without close supervision. Ability to analyze and solve complex problems, using experience and sound judgement

**IMPORTANT CHARACTERISTICS:**

Incredible attention to detail.

Ability to multi-task.

Collaborative, resourceful, and able to excel in an entrepreneurial environment.

Effective creative and critical problem solving skills.

Highly motivated, and results-driven.

Enjoys high energy and fast-paced environment.

Great positive can-do attitude and openness to feedback.

Self-motivation / willingness to take initiative.

Capability of working independently and in team settings.

Willingness to work hard, with consistency and accuracy.

**WORKING CONDITIONS/PHYSICAL REQUIREMENTS:**

95% of time divided between meetings and desk work will require long periods of sitting.

5% of time will require walking, standing, bending and lifting

Must be able be available to work overtime during peak periods.

**COMPENSATION:**

Commensurate with experience

Base salary & bonus

Healthcare

Paid time off

Eligibility for Employee Profit Interest Plan after 12 months of full-time employment