Manager, Customer Service

This role leads the Customer Service function for Wholesale and Franchise accounts in the Philippines, sitting within the Sales team. It is responsible for reliable daily execution, accurate customer-order administration, and achievement of agreed service levels, and for transitioning Customer Service from primarily transactional support toward proactive service management, clearer accountability, stronger commercial partnership, and continuous improvement. The role is the lead for defined Wholesale and Franchise order-management activities, including allocation and stock reservation coordination, approved system redating, delivery-note execution, orderbook and inventory-related system cleansing, and fulfilment performance reporting.

• Implement the Customer Service direction and standards for Wholesale and Franchise accounts in alignment with local business priorities and applicable global or area guidance.
• Manage day-to-day Customer Service activities, ensuring reliability, responsiveness, effective workload management, and timely handling of customer requests and complaints.
• Ensure proper administration, documentation, controls, and financial reconciliation of the customer base, and partner with Account Managers, OBF, Logistics, Finance, and other stakeholders to support customer commitments, recovery actions, and close-gap initiatives.
• Lead the sales-order process for Wholesale and Franchise accounts, including order collection, validation, allocation coordination, stock reservation, confirmation, and customer communication.
• Perform approved phasing and redating transactions in the system based on OBF recommendations and applicable commercial approvals, and execute and monitor delivery-note processing, coordinating with OBF, Logistics, and Account Managers to resolve exceptions.
• Perform orderbook and inventory-related cleansing transactions based on validated OBF inputs, maintaining transaction accuracy, documentation, approval compliance, and an auditable record of material system changes.
• Calculate, validate, and report agreed Wholesale and Franchise fulfilment metrics, own consolidated root-cause analysis for performance gaps, and track progress, opportunity areas, actions, owners, and due dates, providing clear performance insights to the Director
• Wholesale Philippines and the commercial team.
• Implement the Customer Service playbook, including clear roles and hand-offs, a consistent operating cadence, standardised SOPs, service levels, controls, and action tracking, and drive practical simplification, standardisation, and automation initiatives that reduce manual effort and errors.
• Lead, coach, and develop the Customer Service team, setting objectives, targets, responsibilities, and performance expectations, allocating work, monitoring quality and productivity, and building cross-training and backup coverage for critical activities.
• Comply with applicable global and local policies, procedures, approval authorities, documentation standards, and audit requirements, and maintain appropriate access, segregation of duties, and review controls for system transactions.

• Bachelor's degree in Business, Supply Chain, Operations, Commerce, Finance, or a related discipline.
• Typically 5 or more years of relevant experience in Customer Service, Commercial Operations, Sales Operations, order management, or order-to-invoice.
• Demonstrated experience leading teams and managing operational service performance.
• Experience executing and controlling customer-order transactions in an ERP environment.
• Experience implementing process improvements, service standards, controls, or cross-functional action plans.
• Strong Customer Service operations, order-management, system-execution, and people-management capability.
• Working knowledge of order-to-invoice, allocation, reservation, redating, delivery-note processing, orderbook cleansing, claims, returns, deductions, and logistics interfaces.
• Ability to calculate and interpret fulfilment metrics, coordinate root-cause analysis, and translate findings into corrective actions.
• Commercial awareness and ability to balance customer priorities, availability, service commitments, controls, and business impact.
• Strong stakeholder coordination, influencing, conflict-resolution, and escalation-management skills.
• Data literacy, with proficiency in ERP and order-management systems, Excel, PowerPoint, and reporting or visualisation tools.
• Process improvement, standardisation, control, change implementation, and automation capability.
• Clear written, verbal, customer-facing, and management communication skills, with fluency in English and the relevant local language.
• Self-motivated, adaptable, and able to work independently and under pressure in a changing environment.

The company believes that embedding diversity, equity, and inclusion into its culture and talent processes gives employees a sense of belonging and the brand a real competitive advantage.