Customer Service & Logistics Specialist - ANZ

RESPONSIBILITIES – WHAT DOES SUCCESS LOOK LIKE?

1. End-to-End Supply Chain Operations Ownership

• Drive and ensure seamless execution of Supply Chain operations from import to delivery
• Ensure operational continuity and high service level performance across ANZ markets
• Identify risks and proactively implement solutions to maintain supply chain stability

1. Customer Service & Order-to-Cash (OTC) Management

• Own and manage the end-to-end Order-to-Cash (OTC) process via SAP (order creation, modification, tracking, fulfillment)
• Ensure On-Time-In-Full (OTIF) delivery and high customer satisfaction
• Manage high-volume order processing and maintain accuracy in system execution
• Handle customer inquiries, claims, and complaints; identify root causes and implement corrective actions

1. Import & Logistics Management

• Manage import processes and coordinate with customs brokers to ensure compliance and timely clearance
• Ensure accuracy and integrity of all import documentation
• Own inbound logistics flow, including shipment tracking, lead time monitoring, and inventory risk mitigation

1. Distribution & Outbound Logistics

• Manage outbound logistics and ensure efficient distribution to customers and retailers
• partners to ensure OTIF delivery performance
• Optimize delivery planning and drive cost efficiency initiatives

1. Systems & Continuous Improvement

• Act as key user for SAP Supply Chain modules, ensuring smooth system operation and supporting process improvements
• Identify system and process gaps; collaborate with IT and stakeholders to resolve issues

• Monitor and drive improvements in Supply Chain KPIs (service level, cost, inventory accuracy)

1. Stakeholder Management

• Build and maintain strong relationships with internal teams (Sales, Marketing, Finance, Supply Planning) and external partners (customers, suppliers, 3PL)
• Ensure proactive and clear communication across stakeholders
• Align stakeholders to ensure smooth execution and resolve operational issues effectively

SKILLS & EXPERIENCE REQUIREMENTS

1. Requirements

• Bachelor’s degree in supply chain, Logistics, Business Administration or related field
• 3–4 years of experience in Customer Service, preferably in FMCG
• Proven experience in import/export operations and 3PL management
• Strong knowledge of end-to-end Supply Chain processes
• Experience with ERP systems (SAP preferred)
• Strong communication skills

1. Skills

• Strong ownership mindset and ability to work autonomously
• Excellent stakeholder management and communication skills
• Analytical mindset with strong problem-solving capability
• High attention to detail and ability to manage complexity
• Agile, proactive and results-driven