Customer Service & Logistics Manager

* Experience in Supply Chain/ Customer Service/ Logistics/Importation
* Feasibility analysis and development of new business initiatives
* Ability to work with ambiguity and multiple priorities

About the Opportunity

This role will oversee Fonterra Brands Philippines’ Supply Chain Operations, including Customer Service, Logistics, Imports, and Budget Management for both Domestic and Landed costs. By fostering strong partnerships with customers and service providers, this position will drive business growth through improved service levels (DIFOT/CFROT). The role will develop customer programs aimed at achieving preferred supplier status by 2027 and enhancing the Supply Chain capabilities of 3PLs and distributors to deliver optimal service while optimizing costs.

Role Accountabilities

Customer Service

• Oversee back (order processing) and front (customer facing) office operations
-Accurate and timely processing of customer orders and trade returns
-Daily order status monitoring, timely update on late & undelivered shipments and resolve delivery related concerns.
-Create customer interface programs (eg. Service Level Alignment) to build relationship with Key Customers
-Participate in business reviews to identify strategies, challenges and shape up solutions customized for customer and FBP needs.
-Partner with National Distributor to level up Supply Chain capabilities

• Ensure timely release of CSL Reports (CFROT, Trade Returns, Cost Monitoring & 3PL Dashboards)
-Convert data into meaningful information that can drive action for improvement
-Initiate RCA and action planning sessions with cross functional teams to address loss drivers
• Initiate continuous process reviews to drive efficiency, cost savings and audit compliance

Logistics, Imports & Cost Management
• Manage appointed 3rd Party Logistics partners [responsible for warehousing and freight of regular orders and returns] and Brokers [responsible for importation]
-Define 3PL / Broker scorecard [eg DIFOT, IRA]
-Check 3PL performance via regular business reviews. Ensure agreed Service Levels are achieved. Drive RCA and action planning to address operational issues driving down performance
-Create strategic plans that can improve servicing and reduce cost to serve.
• Co-lead with procurement in 3PL & Broker selection process
• Lead yearly Landed and Distribution & Storage budget plan.
• Ensure timely release of arriving containers (Imports) to manage port charges.
• Ensure timely processing of Importation Permit and SGL accreditation renewal
• Initiate continuous process reviews to drive efficiency, cost savings and audit compliance.

About You

* Degree in Supply Chain Management or related field.
* Minimum 10 years of relevant experience in Supply Chain/ Customer Service/ Logistics/Importation
* Proven experience in a multi-national company with responsibility for the development, implementation and execution of strategy planning and commercial decision making.
* Ability to build effective relationships with key stakeholders and business partners in particular at Senior Management level.
* Strategic and can work with ambiguity and multiple priorities
* Strong analytical and problem-solving skills.
* Experience in feasibility analysis and development of new business initiatives.
* Ability to think creatively and laterally in relation to transaction obstacles as well as business opportunities.
* Customer centric, problem solver with good analytical skills
* Strong self governance & leadership ability
* Excellent commercial acumen with strong ability to assimilate and analyse complex information from disparate sources and provide sound, well reasoned decisions.
* Proven leadership skills with experience in a matrix organisation. Ability to create an environment that encourages people to be creative, innovative and communicate ideas.

Our Co-operative
Te Mātāpuna toa takitini

Fonterra’s strength is in the collective.
We are a Co-operative created and owned by Aotearoa New Zealand dairy farmers. Our rich history is built on farming families working together to share the natural goodness of our dairy with the world.
Collaboration, innovation, and passion was the cornerstone of our creation and something we continue to value today through our commitment to care for the land, our animals, and every drop of milk. Our milk creates goodness through nutritious food with safe, quality ingredients that are loved in New Zealand and around the world.