Customer Service & Logistics Manager

Description:

We are seeking a dedicated and experienced Customer Service & Logistics Manager to lead and manage McPherson’s third-party logistics (3PL) provider and offshore Customer Service (CS) team to ensure an exceptional end-to-end supply chain and customer experience. This role is pivotal in bridging operational execution with service delivery, ensuring product availability, accuracy, and responsiveness to customer needs.

Responsibilities:
3PL Partner Management:

• Own the day-to-day relationship with the 3PL partner, ensuring alignment to SLAs, proactive issue resolution, and continuous improvement in DIFOT, inventory accuracy, order cycle times, and returns handling, coordinating with the provider on delivery windows, and quickly resolving any distribution problems

Offshore Customer Service Team Leadership:

• Lead the offshore customer service team based in Manila. Ensure smooth operational transition from Sydney, support onboarding and training, and build a high-performing, engaged team culture focused on resolution quality and efficiency.

End-to-End Customer Query Ownership:

• Establish and maintain robust processes for resolving logistics-related queries (e.g., damages, short deliveries, delays). Ensure clear communication, fast resolution, and feedback loops with both the 3PL and internal stakeholders.

Inventory & Stock Integrity:

• Monitor physical and system inventory alignment. Partner with quality and operations teams to manage discrepancies, warranty claims, and damaged stock workflows.

Service & Performance Reporting:

• Lead regular reviews of 3PL and CS performance metrics (DIFOT, returns, FRT, CSAT). Use reporting to highlight trends, identify risks, and inform service enhancements.

Issue Resolution & Continuous Improvement:

• Actively seek out and address root causes of customer and delivery issues. Collaborate with 3PL, internal teams, and offshore CS to implement sustainable process fixes and service improvements.

Cross-Functional Collaboration:

• Work closely with Supply Chain, Commercial, QA, and Finance teams to ensure cohesive, responsive service delivery aligned with customer and business expectations.
  

Qualifications:

• 
  
• Bachelor's degree in Business Administration or related field preferred
  
• 5+ years of experience in a similar role within the retail or FMCG industry
  
• Experience with inventory management systems
  
• Strong analytical skills
  
• Familiarity with CRM software
  
• Excellent problem-solving abilities
  

Skills:

• 
  
• Integrated Operational Leadership
  
• Customer-Centric Mindset
  
• Data-Driven Decision Making
  
• Coaching & People Development
  
• Vendor Performance Management
  
• Relationship Management
  
• Process Thinking
  
• Excellent Communication
  
• Clear, timely communicator across teams, locations, and cultures