Purpose & Overall Relevance for the Organization: 

1. Bridge of B2C EC CS team and DC team, response for consumer feedback to improve consumer experience.  

2. Manage DC CS worker team, make sure deliver result as expected.   

He/she will achieve this mission by: 

• Daily based connect with CS of EC platform, make sure consumer claim be handled properly.  

• Connect DC operation team by investigation and reply business CS team as DC contact window.  

• Work together with DC operation team, both inbound and outbound, for action plan development.  

• For high risk P1 issue, always keep IC leader and DC management team reported for quick actions.  

• Set proper KPI for CS make sure claim rate be monitoring properly.  

• Support IC manager for inventory management in DC.  

Key responsibilities/accountabilities: 

B2C consumer feedback handling  

• Check the investigation result reasonable and objective for complaints on B2C delivery or return issues. 

• Supervise the claims/inquiries feedback timely and the communication recipient. 

• Give fully information for appeal claims and give suggestion to DC operation team to control issue happening.   

Inventory accuracy monitor& improve 

• Monitor the plan and organization of cycle count under controlling. 

• Make sure the inventory adjustment (including plus-minus adjustment, block/release and A to D transfer) correct and on time. 

• Push to handle the inventory reconciliation between AFS & MA timely. 

• Analyse the reason of stock discrepancies and set up the improvement actions with related departments.  

Reporting & analysis  

Lead and supervise the following report or analysis: 

• Summary the claim daily report exactly. 

• Regularly provide B2C claim report with route cause identified.   

 People Management 

• Build and develop specific DC CS team.  

• Enhance the staff/worker’s potentials /skills to fulfil the updated job requirement. 

• Objectively evaluate the performance of team members. 

• Personnel recruitment and interview. 

Key Relationships:   

Internally 

• Inbound, outbound, returns.   

Externally 

• EC CS team  

Knowledge Skills and Abilities:  

Knowledge / Experience 

• Master the warehouse management system (SAP & MA system). 

• Well know the DC policies and procedures. 

PC/Language/Other Skills 

• Good at English read-write and verbal capability 

• Excellent in Excel, Word and other MS knowledge 

Competencies/Attributes 

• Carefully, collaborated, result-oriented,  

• multi-task ability, logical thinking, analytical and problem solving abilities 

• Strong communication and organization skills 

• Leading and people management abilities 

Requisite Education and Experience / Minimum Qualifications:   

• University degree or above preferably with SCM/logistics management education background 

• 5 + years’ experience in logistics environment, preferred in a distribution center in FMCG.  

• At least 2-3 years people management experience.