Customer Service Manager (FMCG)

The Opportunity:

Adecco is partnering with an established client in the FMCG sector to identify an Customer Service Manager to oversee regional purchase order operations across multiple product categories. This leadership position is responsible for ensuring seamless order fulfilment, from initial PO processing and supplier coordination to shipment monitoring and goods receipt. The successful candidate will play a key role in enhancing operational efficiency, developing team capabilities and driving improvements in processes, systems and supplier performance.

The Job:

• Manage and develop a team responsible for purchase order operations across assigned brands and product categories, ensuring effective workload distribution and operational consistency.
• Oversee purchase order activities from initial processing through supplier coordination, delivery adjustments, shipment tracking and final warehouse receipt.
• Establish effective workflows, operating procedures and escalation mechanisms to improve accountability and minimise operational inefficiencies.
• Evaluate order priorities and recommend appropriate shipment arrangements to support business needs and mitigate delivery disruptions.
• Investigate recurring order fulfilment and delivery issues, collaborating with suppliers and internal stakeholders to implement preventive measures and long-term solutions.
• Monitor supplier performance, address service gaps and work with relevant stakeholders to improve delivery reliability and operational standards.
• Analyse operational reports, performance indicators and exception trends to identify improvement opportunities and strengthen order execution.
• Partner with cross-functional teams, including Supply Planning, Buying, Logistics and external service providers, to resolve operational challenges and ensure smooth coordination.
• Support digitalisation and system improvement projects, including business requirements gathering, system testing, implementation and user adoption.
• Identify opportunities to streamline processes, eliminate duplicated activities and introduce automation to enhance productivity and operational visibility.
• Foster a high-performing team through coaching, knowledge sharing, structured training and effective succession and contingency planning.

The Talent:

• 6+ years of relevant experience in purchase order management including team leadership experience.
• Solid understanding of purchase order processes, supplier coordination, delivery management, shipment milestones and inbound operations.
• Experience in managing supplier-related operational issues, improving delivery performance and implementing process enhancements.
• Proficiency in SAP system and Excel (Pivot Table,VLOOKUP) is highly advantageous.
• Strong analytical and problem-solving capabilities, with the ability to assess operational risks and translate data into actionable improvements.
• Demonstrated ability to improve workflows, establish operational controls and leverage technology or automation to enhance efficiency.
• Excellent stakeholder management and communication skills, with experience coordinating across departments, regional teams and external partners.
• Proven ability to lead, mentor and develop teams while managing competing priorities and driving accountability.

Next Steps:

• Prepare your updated resume and send to [email protected] in MS Word Copy.
• We regret that only shortlisted candidates will be notified.

Charmaine See
EA License No: 91C2918
Personnel Registration Number: R2199181