Customer Service Manager - Logistics & 3PL

Philip Morris International U.S.•Owensboro, KY

About The Position

At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. With huge change, comes huge opportunity. So, if you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Our success depends on people who are committed to our purpose and have an appetite for progress. Our Customer Service Manager – Logistics & 3PL is responsible for delivering world‑class customer service across the transportation, warehousing, and distribution network. This role serves as the primary operational liaison between customers, internal teams, and third‑party logistics (3PL) partners to ensure seamless order fulfillment and an exceptional end‑to‑end customer experience. This position focuses on proactive service management, real‑time issue resolution, and continuous improvement of customer‑facing logistics processes. Success in this role is driven by high on‑time, in‑full (OTIF) performance, effective escalation management, accurate information flow, and strong service‑level communication from order placement through final delivery. This position sits with our Swedish Match affiliate.

Requirements

Bachelor’s degree in Supply Chain, Logistics, Business, Management, or a related field; equivalent experience will be considered.
5+ years of experience in customer service, logistics coordination, order management, transportation support, or 3PL operations.
Proven experience supporting large retail or manufacturing customers, including EDI order management, route guides, service metrics, and escalations.
Strong understanding of logistics KPIs, including OTIF, fill rate, and service‑level performance reporting.
Experience with TMS, WMS, and ERP platforms (e.g., SAP, Oracle, D365 F&O, or equivalent).
Advanced Excel skills (pivot tables, lookups, data analysis/modeling).
Experience developing dashboards and analytics using Power BI or Tableau.
Solid understanding of transportation networks, warehouse operations, and end‑to‑end order lifecycles.
Working knowledge of Lean principles, root‑cause analysis, and KPI/KCI reporting.
Strong written and verbal communication skills
Customer‑focused, action‑oriented, and results‑driven
Strong problem‑solving and prioritization capabilities
Composed and effective in high‑pressure or escalated situations
Skilled in negotiation, conflict management, and stakeholder communication
Relationship building and cross‑functional collaboration
Process and systems‑driven mindset
Sound decision‑making and business acumen
Operational and organizational agility
Ability to manage through influence within complex networks

Nice To Haves

Legally authorized to work in the U.S. (required)

Responsibilities

Lead the logistics customer service function, ensuring timely, accurate, and professional responses to customer inquiries, shipment status requests, service exceptions, and escalations.
Monitor and manage key service KPIs including OTIF, fill rate, order accuracy, and service levels; develop and publish daily and weekly performance dashboards for internal leadership and customers.
Partner cross‑functionally with transportation, warehousing, planning, and 3PL providers to proactively resolve shipment delays, inventory constraints, carrier issues, capacity challenges, and delivery errors.
Manage customer order flows, including prioritization, expediting, allocation clarification, and risk‑to‑promise communication, ensuring clear and reliable order visibility.
Oversee service recovery activities, including delivery exceptions, re‑shipments, returns, order defects, and freight claims; lead root‑cause analysis and corrective actions to prevent recurrence.
Act as the voice of the customer within the logistics network, ensuring SLAs, service commitments, and customer requirements are clearly documented and operationalized across distribution centers and 3PL partners.
Facilitate customer business reviews (QBRs/MBRs), providing service analytics, KPI trends, and continuous improvement roadmaps to enhance transparency and strengthen customer relationships.
Lead continuous improvement initiatives using Lean and KPI/KCI methodologies to improve service reliability, streamline workflows, reduce customer friction points, and enhance logistics‑to‑customer connectivity.