Customer Service Manager

Confidential Company; Santiago; Presencial; CLP 25.000.000 - 45.000.000; Jornada completa

Descripción de la vacante

Confidential Company in Santiago, Chile, seeks a leader to coordinate Customer Service and Outbound Logistics across South America, driving Customer Excellence and OTIF improvements. You will ensure efficient dispatch and CS processes by aligning with Commercial, 3PL/Sources, Transportation and Planning teams.

Act as the main reference with customers on non-commercial issues, ensure ERP–SAP compliance, and promote a customer-centric culture while driving continuous improvement across the

Formación

• Own the accuracy and timeliness of customer & distributor data: sales data, POS, 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.

Responsabilidades

• Own the accuracy and timeliness of customer and distributor data (sales, POS, inventory, vehicles, materials, performance, targets).
• Become expert in distributor and key customer processes; act as the internal voice of the customer.
• Develop and maintain procedures to improve workflow and efficiency of the Customer Supply Chain team.

Conocimientos

Customer Service

Outbound Logistics

Customer Excellence

Herramientas

SAP OTC

EDI

Comercionet

Sales Force

BI knowledge

Descripción del empleo

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.