Operations and Customer Service Manager

Operations and Customer Service Manager

Aim: Provide efficient support for Customer Service and Logistics processes. Ensure high-quality operational support.

As the Operations & CS Manager, you will optimize procurement and inventory management processes to support business growth. Overseeing daily operations, you will implement inventory practices to maintain accurate stock levels, prevent shortages or overstocking, and enhance supply chain performance.

Inventory Management: Implement effective systems to ensure accurate stock tracking and improve turnover while meeting business demands;

Data-Driven Operations: Use analytics to identify inefficiencies, monitor supplier performance, and optimize procurement, deliveries, and inventory processes;

Vendor Management: Develop strong partnerships with local and global suppliers to ensure timely, high-quality deliveries that adapt to business needs;

Key Responsibilities:

• Coordinate and evaluate the performance of the logistics operations and 3PL providers;
• Plan arrivals with HQ, monitor delivery dates, and proactively implement improvements to enhance logistics efficiency;
• Manage all local 3PL activities in terms of SLAs, KPIs, and economic agreements;
• Create system integration for local 3PL performances with the central Business Intelligence Team;
• Design and monitor logistics processes to maintain a high level of performance;
• Supervise customs activities;
• Manage B2C OPS (transport, returns, 3PL) and integrate with the central Business Intelligence Team;
• Set up KPIs and prepare KPI reports;
• Prepare suggestions for optimizing the existing logistics system;
• Improve internal business processes and coordination with other departments and international cross-functional teams;
• Supervise B2C customer service;
• Develop and implement strategies to enhance service quality and achieve customer satisfaction;
• Participate in international projects to improve the company's internal and external work processes;
• Develop and deploy RFID technology in the stores;
• Implement systems for tracking and analyzing financial data, shipments, incoming requests, etc;
• Create guidelines to standardize and expedite request handling;
• Initiate initiatives to minimize risks and costs;

Requirements:

• Solid experience with logistics/supply chain and related areas;
• Fluency in English is mandatory;
• Advanced computer skills (reporting, BI);
• Excellent communication skills;
• Good understanding of operational processes;
• Excellent organizational skills and ability to manage multiple tasks and projects simultaneously;
• Positive and proactive attitude;

As a member of our team, you can expect:

• Competitive base salary and bonuses;
• Health insurance;
• Additional discount in our own retail stores;
• Annual salary review;