Manager, Customer Care Operations

About The Role
Responsible for leading the end-to-end customer service and order management function within the Distribution Centre operation. The role ensures seamless order fulfillment, service level achievement, customer satisfaction, and effective resolution of operational issues impacting order execution. The position acts as the primary coordination point between Commercial, Supply Chain, Warehouse, Transport, Finance, and Customers to drive service excellence, proactive communication, and continuous improvement across the order-to-delivery process.

What You Will Deliver

• Customer Order Management
• Lead the end-to-end order management process from order receipt to successful delivery and invoicing.
• Ensure customer orders are processed accurately and within agreed service levels.
• Monitor order status and proactively manage potential service risks.
• Coordinate order prioritization during supply constraints, peak periods, and operational disruptions.
• Ensure timely communication of order status, shortages, delays, and recovery actions.
• Customer Service Excellence
• Serve as the escalation point for customer complaints, disputes, and service-related issues.
• Drive timely resolution of customer inquiries and service requests.
• Ensure consistent and professional communication with customers and internal stakeholders.
• Lead customer service recovery initiatives to minimize business impact and maintain customer satisfaction.
• Conduct regular customer service reviews and identify improvement opportunities.
• Operational Coordination
• Work closely with Warehouse, Transport, Inventory, Planning, and Commercial teams to ensure smooth order fulfillment.
• Monitor order backlog, pending picking, shipment readiness, delivery performance, and invoicing status.
• Facilitate daily operational reviews to identify and mitigate fulfillment risks.
• Coordinate urgent orders, promotional activities, and customer-specific requirements.
• Ensure operational priorities align with customer commitments and business objectives.
  
  
  

4. Service Performance Monitoring & Reporting

• Monitor and report key service performance indicators.
• Analyze trends in service failures, order delays, shortages, and customer complaints.
• Develop action plans to improve service levels and operational efficiency.
• Prepare weekly and monthly performance reports for management review.
• Track root causes and corrective actions for recurring service issues.
• Stakeholder and Customer Relationship Management
• Build strong relationships with Commercial, Key Account, Planning, Transport, and Operations teams.
• Act as the voice of the customer within the Distribution Centre operation.
• Lead customer service review meetings and operational alignment sessions.
• Support business growth initiatives through effective service delivery and customer engagement.
• Manage customer expectations through proactive communication and transparency.
• Process Improvement and Governance
• Drive continuous improvement initiatives across customer care and order management processes.
• Review and enhance SOPs to improve efficiency and customer experience.
• Identify opportunities for process automation and digitalization.
• Ensure compliance with company policies, customer requirements, and operational standards.
• Promote best practices in service management and operational execution.
  
  
  

What You Bring

• Bachelor's Degree in Supply Chain Management, Logistics, Business Administration, Operations Management, or related discipline.
• Professional certifications in Customer Service, Supply Chain, or Operations Management are advantageous. Equivalent operational experience in warehouse outbound, transport coordination, or dispatch operations may be considered in lieu of formal qualification.
• Minimum 8–10 years of experience in Customer Service, Customer Care, Supply Chain, Logistics, or Distribution Centre Operations.
• Minimum 3–5 years in a managerial leadership role.
• Proven experience managing customer service teams within FMCG, Consumer Goods, Retail Distribution, or 3PL environments.
• Strong experience in order management, service recovery, and stakeholder management.
• Experience working with SAP, WMS, TMS, or similar enterprise systems.
  
  
  

Why Join DKSH

At DKSH, we are driven by a purpose that goes beyong the ordinary: enriching people's lives. Through the products and services we provide, DKSH positively impacts millions of lives everyday. Join our team where entrepreneurship meets flexible work arrangements. Take the leap and start a journey where you can grow and make a difference!