Customer Service Manager (BGC-based)

1. Customer Service Management

• Oversee and respond to inquiries and requirements of both domestic and international customers.
• Validate customer purchase orders, ensuring accuracy in pricing, payment terms, and order details.
• Coordinate with planning, production, and logistics teams to ensure timely product availability.
• Provide customers with regular updates on order status, shipment schedules, and potential delays.
• Ensure accuracy of sales order entries and logistics instructions.
• Monitor shipments and proactively communicate issues to customers and internal teams.
• Handle, record, and escalate customer complaints following established procedures.
• Support service-level agreements and classifications for key/strategic accounts.
• Join customer visits as needed in coordination with the Sales team.

2. Demand Planning

• Lead the end‑to‑end demand planning process, including data consolidation, forecasting, and performance metrics.
• Gather and analyze forecasts from multiple territories for monthly S&OP (Sales & Operations Planning).
• Coordinate with Sales Managers on major forecast changes and update planners in real time.
• Monitor weekly forecast consumption and highlight significant variances.
• Work closely with Supply Chain on raw material availability and finished goods production planning.
• Ensure project‑related or new business forecasts are included and aligned with growth plans.

3. Supply Coordination

• Collaborate with supply chain teams to track raw material status and finished goods production.

4. Special/Ad‑hoc Responsibilities

• Participate in process improvement initiatives and workgroup meetings.
• Identify opportunities for efficiency and continuous improvement relating to customer service and planning workflows.