General information

Reference
2022-575

Position description
Job title
Supply Chain & Customer Service Manager
Contract type
Permanent Contract
Job description

SHORT DESCRIPTION
Responsible for all activities related to Supply Chain (end to end process) from setting demand to the delivery to our customers. Ensure product availability. Monitors and controls logistics activities, defines performance indicators and applies improvement initiatives.
Responsible for all aspects of service level performance for customers and trade partners; responsible for all customer related service issues, support requirements for the sales force. and for managing their team to ensure product availability and despatch and the quality of service. Checks all orders and performs necessary administrative follow-up.

KEY RESPONSIBILITIES

GENERIC

Operational
Selects and prepares contracts with carriers, negotiating prices and terms conditions,
Groups delivery notes by geographical areas and by carrier,
Controls transport invoices by product sold,
Prepares billing forecasts by logistics providers,
Monitors returns, communicating compliance or non-acceptance,
Maintains quality control of carriers and their approval,
Supervises, controls and resolves any problems with carriers.

• Monitors contracts and commercial agreements / with customers and distributors,
• Tracks and manages orders and portfolios,
• Monitors the schedule of sales, discounts offered to customers, delays in payments…,
• Follows-up invoices of penalties of delays in deliveries,
• Acts as the guarantor of the proper functioning of contracts related to associated services,
• Ensures all customer requirements and inquiries are met in a timely and efficient manner,
• Defines and develops customer services policies, processes and metrics for the region, including case management and escalation,
• Supports the region’s customers and sales force in all customer services related issues, including ownership of customer complaint resolution,
• Identifies and adopts solutions for handling all incoming customer inquiries,
• Distributes, monitors and reports progress of all customer leads and opportunities as required,

Responsible for monitoring / managing all customer-initiated service related issues within Motul and following them through to resolution
Other
Creates and manages the annual department budget,
Manages the day-to-day activities of the customer services team members, providing training, development and guidance as required. Recruits, trains, coaches and retains additional customer services team members

• Manages the follow-up table of the daily portfolio of pending orders of delivery (Monitoring and Portfolio Management),
• Manages the day-to-day activities of the customer services team members, providing training, development and guidance as required. Recruit, train, coach and retain additional customer services team members,
• Defines and measures customer services processes and recommend and implement programs to improve the customer

Profile

Education / Qualification
Bachelor or Master’s degree in Business Management, Supply Chain or equivalent.

Experience needed
6 years’ experience in Customer relations, including managing teams, sales operations and supply chain with knowledge of demand management
Experience of building and maintaining customer relations,
Experience in working with logistics partners
Language
Local language (to be specified)
English: business fluent
French: would be a plus
IT Knowledge
Proficiency in the use of the Microsoft Office Suite
Knowledge of SAP
Knowledge of CRM tools
Ability to learn new systems quickly

Position location
Job location
America, Mexico
Candidate criteria
Minimum level of education required
3- Bachelor
Minimum level of experience required
6-10 years
Languages

• Spanish (4- Mother tongue)
• English (2- Business fluent)

Job Type: Full-time