Operations Manager

SUMMARY: Plan and provide effective, dynamic, and proactive leadership to Customer Service, Warehouse and Logistic team members on a day-to-day basis. Overseeing warehouse and logistics ensures efficient customer support, inventory management, and distribution while optimizing processes, leading teams, and leveraging technology for seamless operations. To drive and control the activities of the customer service team to enhance customer relationships, improve customer experience, and continue to improve the team’s customer first mindset.

ESSENTIAL DUTIES & RESPONSIBILITIES:
1. Strategic Planning & Operations Optimization

• Develop and implement customer service strategies while integrating warehouse and logistics efficiency.
• Streamline workflows to enhance order fulfillment and minimize delays.
• Utilize data analytics to optimize inventory levels and reduce operational costs.
• Liaise with regional counterparts for best practices adaptation in local setting.

2. Team Leadership & Performance Management

• Supervise customer service and warehouse/logistics teams, ensuring smooth coordination.
• Establish training programs for handling customer inquiries related to shipments, returns, and inventory.
• Monitor key performance indicators (KPIs) for both service and logistics operations.
• Coach, motivate, and develop team members through training, tasks delegation etc.
• Manage individual team member performance based on the agreed KPIs.
• As people manager takes part in hiring the best agent for the department.

3. Customer Experience & Problem Resolution

• Oversee customer inquiries related to orders, shipping, and product availability.
• Develop strategies to improve customer satisfaction by ensuring accurate order processing.
• Handle escalations related to inventory shortages or shipping delays.
• Service-level benchmarking with competition, ensure that HLPH is at par.
• Re-launch more result-focused telemarketing efforts.

4. Warehouse & Inventory Management

• Oversee warehouse operations, ensuring proper storage, disposal, handling, and tracking of inventory.
• Implement inventory control procedures and random audits to reduce errors and shortages.
• Ensure the correct level of stock inventory to serve accounts’ orders.

5. Logistics & Distribution Management

• Manage the movement of goods, ensuring timely deliveries and cost-effective shipping solutions.
• Implement tracking systems like Riders’ App to monitor shipments and reduce delivery errors.
• Conduct service reviews with 3rd party partners such as JRS, Docs Cargo, UPS, prior to contract renewal.

6. Technology & Process Automation

• Drive HOYA ORDER CENTER implementation.
• Develop and implement customer service policies and procedures.
• Ensure the necessary resources and tools are available for quality customer service delivery

Job Types: Full-time, Permanent

Pay: Php60,000.00 - Php75,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Employee discount
• Health insurance
• Life insurance
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee

Work Location: In person