Customer Service & Delivery Manager

Job Description

1. Overall Accountabilities:

  • Build team capability
  • Deliver Best in class (BIC) Service, OTIF @ BIC cost to serve
  • Build strong customer relationships with key customers and support joint business planning.
  • Drive continuous improvement in order to cash process

2. Importance: Customer service to Vietnam customers within the channel
Order Management:
  • Accountable for managing the entire plan to cash process as it relates to customer orders and their cycle through warehousing, distribution and transportation systems.
  • Ensure that the cost to serve and order to cash model will be applied properly, and close communication with customer are key to achieve excellence.
  • Flawlessly execute against order management and delivery planning
  • Ensure tight cooperation with Sales on Customer programs. Build effective and sustainable partnerships with our most important customers.
  • To achieve best-in-class OTIF, GFR, CFR service levels
  • Deliver against country revenue and volume targets by focusing on CS specific targets
  • Maintain good working relationships with our customers. Work with Sales and customers to build the business

Organizational Development - Manage and Develop Reports:
  • Create a winning team & embed KC culture to achieve a consistent low attrition rate
  • Create strong coaching and mentoring programs to manage talent
  • Accurately assess people and effectively communicate strengths and opportunities
  • Monitor and make recommendation to change organization to meet future business and customer needs

Ways to measure accomplishment:
KPIs on:
  • Deliver OTIF, CFR, GFR Targets
  • % On time delivery
  • % Truck Utilization KPI
  • Timely and effective communication / orders processing from customers
  • Team capability
  • On time and accurate reports
  • RUD (Returns upon delivery) reduction
  • Preferred Supplier Status

3. Qualifications & Experience
  • Minimum 5 years of working experience in customer service environment or supply chain area
  • At least 2 years exposure to sophisticated ERP systems such as SAP
  • Good in English communication and country specific language/s
  • Computer literacy, including Microsoft Office
  • Ability to deal sensitively with customer requirements and issues
  • Ability to manage time to achieve tight deadlines
  • Effective communication and influencing skill
  • Good leadership - People management

  • Project management
  • Presentation skill
  • FMCG experience in supply chain operations and in dealing with global retailers and customers





Kimberly-Clark Corporation is an American multinational personal care corporation that produces mostly paper-based consumer products. The company manufactures sanitary paper products and surgical & medical instruments. Kimberly-Clark brand name products include Kleenex facial tissue, Kotex feminine hygiene products, Cottonelle, Scott and Andrex toilet paper, Wypall utility wipes, KimWipes scientific cleaning wipes and Huggies disposable diapers and baby wipes.
Founded in Neenah, Wisconsin, in 1872 and based in the Las Colinas section of Irving, Texas since 1985, the company operated its own paper mills around the world for decades, but closed the last of those in 2012.With recent annual revenues topping $18 billion per year, Kimberly-Clark is regularly listed among the Fortune 500.
As of March 2020, the company had approximately 40,000 employees

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