Senior Customer Service Manager

This strategic leadership role at Suntory defines and implements customer service strategies aligned with inventory and distribution requirements, optimizing costs while ensuring service excellence. The position manages order fulfillment and on-time delivery for the domestic market, driving operational efficiency across service levels, OSA, trade inventory, and market speed.

The role leads the Customer Service team, manages key client relationships with major retailers such as 7-Eleven, Tesco, and Big C, oversees the Implant team, and coordinates with internal teams and 3PL providers. Candidates need at least 10 years of supply chain experience covering logistics, warehouse, import-export, and customer service, plus matrix organization experience and strong English skills.

Lead the Customer Service team to provide excellent service, ensuring high Case Fill Rate and On Time delivery to individual customers

Create and sustain key customer relationships with major clients such as 7Eleven, Tesco, and Big C

Manage the Implant team to support customer requirements for Tesco, Big C, Tops, and Makro

Review the overall order-to-cash process with internal and external parties to improve efficiency and meet internal audit compliance

Drive operations and coordinate commercial/supply chain improvement projects with customers

At least 10 years of experience in supply chain, particularly in logistics, warehouse, import-export, and customer service excellence

Experience working in a matrix organization environment

Practical experience with MRP II/ERP and IBP Systems is preferable

Strong analytical skills, distribution management knowledge, and basic knowledge of manufacturing processes

Excellent command of the English language