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.

Dimensions / KPIs

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 Manager (Santiago)
🏢 Confidential
📍 Santiago