Assistant Customer Service Manager

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam L'Oréal Full time

The Opportunity:We are seeking a highly organized and detail-oriented Customer Care Assistant Manager to join our Supply Chain team for an18-month contract. This role is central to our order control and management processes, ensuring seamless operations from order processing to customer delivery and comprehensive stock in trade analysis. You will play a crucial role in maintaining high service levels, optimizing inventory management, and fostering strong internal and external relationships. If you possess a strong analytical mind, excellent communication skills, and a commitment to operational excellence, we encourage you to apply.Main ResponsibilitiesOrder Management:Daily manage automated order processing to ensure continuous flow from customer orders through to SAP system entry without interruption.Execute stock reservation and allocation efficiently to meet demand.Proactively collaborate with Supply Planning, PIM (Product Information Management) team, Warehouse, and Transporter teams to identify root causes of order issues and implement effective solutions.Daily manage total orders to ensure adherence to both warehouse and transport commitment lead-times for customer deliveries.Monitor and analyze daily item drop service rates, investigate underlying reasons, and coordinate with stakeholders to develop and follow up on action plans to improve service rates.Complete and submit all required reports related to Order Management accurately and on time.Stock in Trade Management (SIT):Monthly collect comprehensive data on stock in trade and sell-out information from customers.Oversee and manage 3PL (Third-Party Logistics) partners to ensure timely and accurate SIT analysis.Conduct monthly deep-dive analyses of SIT data, providing a full picture and insightful comments to all stakeholders.Prepare and communicate the monthly SIT report, ensuring all data is accurately represented.Key Performance Indicators (KPIs)- Service rate level: > 98%- On-Time, In-Full, Right Quantity (OTFR) / On-Time In-Full (OTIF): > 80%Dispute rate:- Non-touched order rate: > 85%- Data accuracy of SIT report: 100%- Report on-time submission: 100%Work RelationshipsInternal: All employees within the office, particularly Supply Planning, PIM team, Warehouse, Transporter, and other relevant departments.External: Sales personnel in the field, customers, 3PL partners.Skills And QualificationsMinimum 2-3 years of hands-on experience with SAP, specifically in Order Processing and Stock Management.Strong proficiency in VBA, SQL, and Power BI tools for data processing, analysis, and visualization.Strong analytical skills for effective root cause analysis and mutual problem-solving.Strong interpersonal skills to collaborate effectively with multiple internal and external business partners for data reconciliation and issue resolution.Ability to perform effectively under pressure, particularly with short daily deadlines.Effective communication skills, both verbal and written.Highly adaptable with a proactive "can-do" attitude.Exceptional attention to detail.High level of accuracy and responsibility with thorough follow-through.

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