Customer Relations Manager

A well known FMCG Business based in Sydney are seeking a seasoned Customer Relations Manager to come on board in this newly created position. As the Customer Relations Manager you will be responsible for the development of the function, including continuous improvement and delivery of customer service and high customer satisfaction. Head of driving the development of operations to deliver key service outcomes for our customers. Will be responsible for defining the roadmap to develop the Customer Service operations through systems, processes and people.
Will need to develop relationship with Customers through regular meetings, define a common agenda and set goals collectively. Manage the whole Order to Deliver cycle, the Reverse logistics and Claims are inside the scope.

Break down of responsibilities 

Customer Relations

  • Collect feedback from Key Customers
  • Understand internal targets and combine with Customers efficiently
  • Prepare agenda of initiatives to satisfy key Customer’s needs  
  • Determine performance metrics to be monitored
  • Assess gaps and work of closing them
  • Prepare reports to share status

Daily Customer Management   
  • Process orders, allocate stock and release
  • Manage quota for stock availability restrictions
  • Assess reasons for short supply and coordinate recovery
  • Manage customer daily reports
  • Coordinate with carriers returns to warehouse
  • Process claims and returns
Performance Management
  • Prepare Service Level rets with deep root cause analysispor
  • Communicate with customer current situation, gaps and initiatives
  • Simulate future Service situation
  • Analyze return trends and assess main drivers
  • Report Claim trends and assess main drivers
  • Report # or Orders processed automatically and update of project
  • Participating in continuous improvement initiatives to better management

Returns Management
  • Collect feedback from main stakeholders to solve collectively
  • Work with Customers, Sales and Carriers to efficiently manage the process
  • Activate process to proactively avoid future returns
  • Coordinate with 3PL
  • Maintain and analyze cost to service data and participate in continuous improvement initiatives

Cost Management
  • Mapping of cost to serve for each drop point
  • Work with Customer and 3PL to reduce overall cost
  • Detect improvement areas and propose options for cost saving

About you: 
Excellent knowledge of FMCG industry and Retail. Experience in Order to Cash cycle in multinationals with multiple delivery points. Solid experience on Management by KPIs. Experience in Project Management or building up a function is considered a plus.
  • Systems: Microsoft Excel (Advanced), SAP (Advanced)
  • Ability to draw the roadmap of the function
  • Customer orientation and Communication skills are a must
  • Ability to set and achieve goals
  • High level of Excel and management of figures

Contact Detail - Brooke Colby - 02 9195 2952