Assistant Manager - Customer Service & D2C Fulfillment (Korea & Japan)

Glanbia Performance Nutrition’s purpose is to inspire people everywhere to achieve their performance goals! We are the world’s leading premium sports nutrition company with Optimum Nutrition and BSN Syntha-6 among the brands in the portfolio today. We have ambitious plans for the future, and as a values-led organisation, we’re focused on driving sustainable business performance the right way.

Job Purpose:

We are seeking an individual highly skilled in active listening, conflict resolution and customer needs assessment to join our team as Assistant Manager CS & D2C Fulfillment (South Korea and Japan). This role owns the end-to-end order-to-delivery journey for wholesale and direct-to-consumer (D2C) channels across assigned markets. The role combines customer operations (order processing coordination, issue resolution, KPIs) with e-commerce fulfilment (last-mile coordination, 3PL performance management), driving OTIF, TAT, and customer experience. You’ll collaborate daily with Sales, Demand Planning, Finance, and 3PL partners to ensure accurate orders, fast cycle times, and data integrity in SAP/WMS.

Principal Accountabilities

Customer Service Operations:

• Efficiently handles customers inquiries such as orders, stock, and claims.
• Proactively corresponding with US supply team, planner, customers, E-comm and 3PL to ensure timely processing of orders and other related communication.
• Supporting ad-hoc inquiries from shake holders and providing ad-hoc reports as needed.
• Strong collaboration with Finance and E-Comm for monitoring order-billing process, credit notes and month end closing

D2C/E-Commerce Fulfilment:

• Orchestrate daily D2C fulfilment flow: management with warehouse/3PL.
• Coordinate with last-mile partners and brokers for smooth cross-border and domestic deliveries; track SLA adherence and recovery plans
• Monitor inventory levels and collaborate with supply chain teams to prevent stockouts or delays
• Support the integration of fulfilment systems and tools to streamline operations
• Maintain SKU-level readiness, and ensure alignment on cut-offs, staging windows, and carrier pickup schedules.

Performance, Reporting & Continuous Improvement:

• Own & Monitor Order-to-Delivery KPIs scorecards and dashboards: OTD, TAT, Fill Rate, NOOS, Cost to Sales, Complaints resolution; publish weekly/monthly insights and corrective actions by customer/market
• Partner with Planning, Warehouse and Transportation on root-cause analysis (inventory accuracy, dock capacity, carrier performance) and drive CI projects

Cross Functional & Governance:

• Align with Commercial & Planning on allocations, substitutions, and transitions during constraints; communicate impacts to customers.
• Work with Finance on credit readiness and clean invoicing; escalate risks early.
• Enforce SOPs for order release, order transmission, and internal communication threads with Customs/Logistics/Warehouse teams for Continuous Improvement

Qualifications

Essential

• Strong knowledge in Microsoft office and other productivity tools, ERP (Preferably SAP)
• Detail-oriented and able to multitask in a fast-paced environment, problem solving
• Proficiency in both written and spoken English
• Customer-first mindset with bias for action and escalation clarity
• Bachelor’s degree holder or above
• 4–5+ years in Customer Service / Order Management and/or E-commerce Fulfilment

Desirable

• Experienced with e-commerce order/fulfilment tools and dashboards
• Experience in order processing or customer service in CPG, FMCG or B2C industry
• Experience in multinational company or multi-cultural background is preferred.

Where and how you will work

The opportunity will be based at our Seoul office in Gangnam-gu.

What we would like to offer you!

The opportunity to develop your career on a global stage, continuous learning through an on-demand learning platform, hybrid working arrangements, medical insurance coverage and a competitive compensation package which includes a wellbeing allowance.

About Glanbia

The Glanbia Group comprises three divisions: Glanbia Performance Nutrition, Glanbia Nutritional's, and Joint Ventures. Collectively and with our partners we offer an incredible breadth of expertise in nutrition. We employ a team of 6,000 people, work with global food and beverage companies, and sell our award-winning and market-leading products in 130 countries worldwide.

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a variety of candidates, we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status

At Glanbia, our culture celebrates individuality, knowing that together we are more.