MANAGER, CUSTOMER SERVICE

Wholesale & Franchise Accounts, Philippines (M4)

Purpose / Mission

Manage and develop the Customer Service function for Wholesale and Franchise accounts in the Philippines, ensuring reliable daily execution, accurate customer-order administration, and achievement of agreed service levels.

This role is responsible for the transition of Customer Service from primarily transactional support toward proactive service management, clearer accountability, stronger commercial partnership, and continuous improvement.

The Manager, Customer Service 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.

Account Managers provide commercial priorities, while OBF provides orderbook, availability, phasing, redating, cleansing, and fulfilment recommendations. The role does not own broad end-to-end orderbook fulfilment execution.

Responsibilities

Functional

• 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.
• Partner with Account Managers, OBF, Logistics, Finance, and other stakeholders to support customer commitments, recovery actions, and close-gap initiatives.

Customer Order Management and System Execution

• Lead the sales-order process for Wholesale and Franchise accounts, including order collection, validation, allocation coordination, stock reservation, confirmation, and customer communication.
• Lead allocation and stock reservation for Wholesale and Franchise accounts, incorporating customer and commercial priorities from Account Managers and orderbook, availability, and fulfilment inputs from OBF.
• Perform approved phasing and redating transactions in the system for Wholesale and Franchise orders based on OBF recommendations and applicable commercial approvals.
• Execute and monitor delivery-note processing, coordinating with OBF, Logistics, Account Managers, and other functions to resolve exceptions.
• Perform orderbook and inventory-related cleansing transactions in the system based on validated OBF inputs and recommendations.
• Maintain transaction accuracy, documentation, approval compliance, and an auditable record of material system changes.
• Escalate conflicts involving customer priority, stock availability, commercial commitments, or fulfilment feasibility to the appropriate decision owner.

Fulfilment Performance Management

• Calculate, validate, and report agreed Wholesale and Franchise fulfilment metrics in line with approved definitions and reporting timelines.
• Own consolidated root-cause analysis for fulfilment performance gaps, using inputs from OBF, Logistics, Account Managers, Finance, and other accountable functions.
• Distinguish customer, commercial, allocation, supply, warehouse, logistics, credit, and system causes and assign corrective actions to the appropriate owners.
• Track progress, opportunity areas, actions, owners, and due dates, and provide clear performance insights to the Director, Wholesale Philippines and commercial team.
• Collaborate closely with OBF as the authoritative source for orderbook analysis, availability information, and fulfilment recommendations, avoiding unnecessary parallel analysis.

Transformation, Governance, and Continuous Improvement

• Implement the Customer Service playbook, including clear roles and hand-offs, a consistent operating cadence, standardized SOPs, service levels, controls, and action tracking.
• Create a single Customer Service performance view combining customer-service measures, system-execution accuracy, fulfilment metrics, root causes, and corrective actions.
• Drive practical simplification, standardization, and automation initiatives that reduce manual effort and errors
• Provide actionable customer and service insights to the commercial team and recommend priorities for improvement.
• Ensure agreed actions have clear owners, due dates, and measurable outcomes.

Team Management

• Lead, coach, and develop the Customer Service team, setting clear objectives, targets, responsibilities, and performance expectations.
• Allocate work, monitor quality and productivity, address performance gaps, and provide regular feedback.
• Build functional capability, cross-training, and backup coverage for critical activities.
• Promote effective cooperation across Account Management, OBF, Logistics, Finance, and other interfaces.
• Provide operating standards and day-to-day direction to supporting service resources, where applicable.

Compliance and Controls

• Comply with applicable global and local policies, procedures, approval authorities, documentation standards, and audit requirements.
• Maintain appropriate access, segregation of duties, and review controls for system transactions.
• Support applicable organizational changes and directions and perform other reasonable tasks aligned with the purpose of the role.

Key Performance Indicators

Knowledge, Skills, and Abilities

• 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; proficiency in ERP and order-management systems, Excel, PowerPoint, and reporting or visualization tools.
• Process improvement, standardization, control, change implementation, and automation capability.
• Clear written, verbal, customer-facing, and management communication skills; fluent in English and the relevant local language.
• Self-motivated, adaptable, and able to work independently and under pressure in a changing environment.

Minimum Qualifications

• 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.

M4 Competency Framework