blackcrows

Customer Support

• Manage and lead the customer service team.
• Ensure the proper execution of the order backlog and report any risks and/or opportunities to the finance team.
• Ensure and measure customer satisfaction; implement customer satisfaction surveys to track it.
• Monitor delivery timelines for B2B orders using the Bevolta tool and provide visibility into the order portfolio (cancelled, delivered, and pending orders) to the sales team and management.
• Help develop delivery schedules based on customer requests and the company’s cash flow needs.
• Provide visibility into the delivery schedule to our warehouses and the B2B invoicing schedule to management.
• Optimize the Order-to-Cash (O2C) cycle (e.g., reduce order processing and delivery times, etc.) and optimize B2B customer deliveries based on shipping costs and inventory availability.
• Anticipate transportation needs (large-scale exports, SE Japan and Korea).
• Streamline shipments to the UK and Switzerland.
• Ensure that shipping documents are in compliance (POA, waybills, invoices—especially for large-scale export shipments).
• Update performance metrics (budget tracking, service levels and OTIF, workload plan, shipping plan).
• Ensure smooth internal communication (finance, sales, operations) and external communication (warehouses, carriers).
• Document and maintain procedures, standardizing them across regions.
• Ensure annual inventory counts and proper tracking of internal and external inventory (warehouses, accounts receivable, customer-held inventory, etc.)

B2B Customer Service Manager