About LenelS2
LenelS2 is a global leader in advanced security systems and access control solutions, providing innovative technologies that secure buildings, assets, and people worldwide. With a commitment to excellence and cutting-edge technology, LenelS2 is dedicated to delivering superior security solutions to its customers.
Role Overview
We are seeking a dynamic and experienced individual to join our team as the APAC Supply Chain & Customer Service Manager. This role is key in driving efficiency, optimizing processes and ensuring customer satisfaction across multiple domains including ‘Sales, Inventory & Operations Planning’ (SIOP), Purchasing, Customer Service, Logistics and Return Merchandise Authorization (RMA). The successful candidate will lead a team of (probably) six dedicated professionals and collaborate closely with cross-functional teams to streamline operations and enhance the overall supply chain and customer service experience.
Key Responsibilities
Supply Chain Management:
- Develop and implement strategic plans to optimize the end-to-end supply chain processes within the APAC region
- Oversee demand forecasting, inventory management and procurement activities to ensure adequate stock levels while minimizing excess inventory
- Collaborate with Sales and Operations Planning teams to align demand forecasts with production schedules and inventory targets
- Continuously monitor key performance indicators (KPI’s) and metrics to identify areas for improvement and drive operational efficiency
Customer Service Leadership:
- Lead and mentor a team of 2 customer service representatives to deliver exceptional service and support to clients across the APAC region
- Establish and maintain service level agreements (SLA’s) to meet customer expectations for order fulfillment, delivery and post-sales support
- Address escalated customer inquiries or issues promptly and effectively, striving to achieve swift resolution and customer satisfaction
- Implement/adopt tools and processes to enhance customer service operations, including CRM systems, knowledge bases and training programs
Logistics and Distribution:
- Manage transportation, warehousing and distribution activities to optimize freight costs, transit times and order accuracy
- Coordinate with logistics partners and carriers to ensure timely and cost-effective delivery of products to customers
- Implement best practices for packaging, labeling and handling of goods to minimize damages and losses during transit
Return Merchandise Authorization (RMA) Management:
- Develop and oversee RMA procedures and processes to facilitate the return, repair or replacement of defective products
- Work closely with Quality Assurance and Technical Support/Product Management teams to analyze root causes of product returns and implement corrective actions
- Monitor RMA trends and metrics to identify recurring issues and drive continuous improvement initiatives
Team Leadership and Development:
- Provide leadership, guidance and support to the supply chain and customer service team members, fostering a collaborative and high-performance culture
- Conduct regular performance evaluations, set goals and provide ongoing coaching and feedback to team members
- Identify training needs and opportunities for skill development to enhance team capabilities and effectiveness
Qualifications
- Bachelor's degree in Business Administration, Supply Chain Management, Logistics or a related field. Master's degree preferred
- Minimum of 5 years of experience in supply chain management, customer service or related roles, with at least 2 years in a leadership capacity
- Proven track record of driving process improvements, cost savings and customer satisfaction in a multi-national environment
- Strong analytical and problem-solving skills, with the ability to analyze complex data sets and derive actionable insights
- Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders at all levels
- Proficiency in ERP systems (e.g. JDE, SAP) and other relevant software applications
