Snr Manager Logistics & Cust Srv

Date: Jul 26, 2022

LOCATION: Knoxfield, VIC, AU

Company: Pelican Products, Inc.

Job Title




Reports to




The key function of the Senior Logistics & Customer Service Manager is to partner with our internal operational and sales teams to ensure customer outcomes are achieved in an efficient manner. This role will have accountability and authority to ensure that financial metrics of fulfilment and distribution activities are within budget expectations. The role will also be accountable for the achievement of customer expectations, supplier performance, and the efficient and collaborative planning process with appropriate levels of data transparency. This role will work closely with a diverse range of stakeholders and report to the Managing Director to provide oversight of the end-to-end supply chain. Key focus areas will include but are not limited to: importation of finished goods, importation of production inputs, 3PL supplier management, finished goods warehousing and distribution, domestic customer service, and Sales & Operations Planning.


  • Sales and Operations Planning
  • Liaising with origin shippers and internal Pelican sourcing units
  • Managing the freight forwarders and cross border process
  • Selecting and managing the domestic third-party logistics providers for both fulfilment and distribution
  • Accountability for customer service function and related systems
  • Specific project management of site relocations, technology adoption and partnerships
  • Manage and work with 3PL provider to analyze trends, improve efficiencies and drive overall 3PL performance in an effort to maximize on time delivery and customer satisfaction, reduce costs, compress lead times and implement corrective actions to resolve issues.
  • DIFOT reporting and dashboard development
  • Negotiation freight terms and pricing with new clients
  • Assisting in inventory management recommendations
  • Capture, process and validate orders from customers using all means of transmission in an accurate and timely manner so we meet delivery processing schedules, minimum order quantities and vehicle types/sizes
  • Manage effective order fulfilment, taking account of availability checks, stock allocation rules and cross-functional alignment to balance supply constraints with delivery of service levels
  • Integrate current Pelican and Trimcast supply chain networks into a consolidated offering
  • Work in close collaboration with the functional heads to develop strategic solutions to supply chain challenges and/or identify opportunities for growth.
  • Accountable for collaboration with key customers and distributors to identify and address issues driving cost, quality and service delivery whilst establishing best practice knowledge of customer systems, structures and processes from a logistics perspective.
  • Work closely with our dealer network to streamline the ordering and replenishment process
  • Relaunch the Direct-to-Consumer (DTC) solution in Australia and New Zealand
  • Establish a formal S&OP process to build alignment between demand and capacity and support the leadership team in projecting annual operating plans.


JOB REQUIREMENTS                                          

  • The ideal candidate will have a relevant tertiary qualification in a logistics or procurement degree, as well as apicsAU qualifications in inventory management.
  • Will have 2-4 years hands on experience in a similar supply chain leader role.
  • Proven capability in Sales & Operations Planning (S&OP), capacity management and 3PL outsourcing management.
  • Exceptional communication skills, with proven ability to demonstrate initiative and have good attention to detail are essential.
  • Ability to manage projects through an engineering and production environment.
  • Excellent computer skills – Microsoft office. Experience with SAP would be beneficial.
  • Ability to produce accurate and thorough reports, presentations, proposals and forecasts.
  • Must be able to operate in a fast-paced organisation and handle multiple projects simultaneously.
  • Demonstrated achievements of improvement & change in a distributor channel environment.
  • Demonstrated management of customer / supplier relationships.
  • Have the ability to prioritise and lead decision making that provides clear direction and focus to large cross functional teams
  • Can demonstrate a high level of business acumen across commercial drivers and supply chain cost drivers
  • Experience managing onsite and remote teams
  • Customer orientation with a focus on delivering on customer KPIs (order fill rate, service levels, on time in full)
  • Able to influence and drive cross-functional consensus on daily order fulfilment decision making


  • Actively supports and complies with Pelican’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
  • Prompt, punctual, well-presented and respectful of peers & management; demonstrable understanding and participation in the teamwork ethic.
  • Must be able to interact effectively and cooperatively with employees at all levels.
  • Must have the ability to complete assignments within the timeframe specified by the Managing Director.
    • Must be flexible regarding working hours.
  • Must be able to operate in a fast-paced organization, exhibit excellent time management skills, and be able to manage multiple projects simultaneously.



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