Lead and coordinate Customer Service and Outbound Logistics , and drive Customer Excellence for South America . This role has direct impact on the company’s bottom line, especially OTIF , customer satisfaction, and costs. Ensure efficient execution and continuous improvement of dispatch and customer service processes by coordinating requirements across Commercial , 3PL/Sources (Direct shipments) , Transportation , and Planning teams.

Act as the main reference and interface with customers on non-commercial issues , ensure correct implementation of Log.Os–Customer Excellence processes, lead required improvements and controls in ERP–SAP , and ensure compliance with processes and policies aligned with Internal Control .

Key Accountabilities

- Own the accuracy and timeliness of customer & distributor data: sales data, point of sale, inventory, vehicles, POS material, sales performance, targets & people .
- Become expert in the main processes and organization of distributors & key customers ; act as the internal “voice of the customer” and promote a customer-centric culture.
- Develop and maintain procedures to enhance workflow and efficiency of the Customer Supply Chain team.

Responsibilities / Deliverables (Outputs & Measures)

- Guarantee CFR% (Full): CFR 97%, RDD >98%
- Receive, prioritize, process and identify incoming orders according to sales policy and customer requirements (Full): CFR by Channel >97%
- CMA (Full): ITP
- ITP (Full): Lead ITP weekly routine




- Invoicing and reinvoicing process (Support): Support AR – Past due <90%
- Daily reports (Full): PO Tracker (Purchase Orders Control) / CFR / returns
- Establish weekly and monthly sessions with Sales to review PO status (Full): % Plan execution and service
- Establish daily/weekly sessions with 3PL and Transportation to check PO track and returns; and sessions with Sales to review PO status (Full):
- Returns <1,5%
- T2 control expenses (Full): Expenses control and efficiency <95% AOP
- Outbound effectiveness & efficiency — projects gross savings (Full):
- Reduction cost >=5% (Milk run, PO frequency / MOQ, Picking <5%)
- DPS >5%
- Drop size >10 ton/shipment

Key Relationships

- Functional / internal: Customer Services; Lead Customer Service Excellence for South America; Sales; Supply Chain; Warehouse/Logistics; Transportation (Cost & Efficiency); Outbound Efficiency.
- Immediate Supervisor: Supply Chain SA
- Supervisor reports to: Customer Service & Outbound manager
- External: Customers (all channels); Supplier: DHL

Systems

- Systems/knowledge: SAP OTC , EDI / Comercionet / Sales Force / BI knowledge , excellent understanding of OTC flow
- Competencies: numeracy skills; proficient computer skills (Excel, PowerPoint); teamwork; organizing and planning; attention to detail and accuracy; communication; sense of urgency; problem-solving; available to work extended hours.

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📌 Customer Service & Outbound Logistics Manager (Santiago)
🏢 Confidential
📍 Santiago