Share this job





Title:  Customer Service & Logistics Manager

Job ID:  21560
Country:  USA
City:  Teaneck
Professional area:  Supply Chain
Contract type:  Permanent
Professional level:  Experienced

JTI (Japan Tobacco International) is a leading global tobacco company distributing our products in 130 countries worldwide. One of the fastest growing international industry players we own some of the world’s best known brands, including Winston, the number two global cigarette brand, and Camel, outside of the US.


Within the US, JTI has grown to into a total tobacco company with three businesses: JTI USA, marketing and selling key cigarette brands Wave, Wings, Export ‘A’ and the global brand LD; PrimeTime International Distributing, Inc. (PTID), an industry leader in filtered cigars and pipe tobacco; and Logic Technology Development (Logic), a category leader in vapor products.


We are a member of the Japan Tobacco Group of Companies. For more information visit

Position Purpose

JTI USA is currently seeking a Customer Service & Logistics Manager to join our Supply Chain & Logistics Department. The primary purpose of this position is to manage the Customer Service and Logistics operations to ensure customer orders are processed and delivered accurately and efficiently in a professional manner without delay and/or interruption. Additional responsibilities include daily reconciliation of warehouse inventories across the company's domestic warehouse network, month-end reconciliation of all warehouse inventories and administration of the company's import and outbound logistics operations. As the first line of JT International’s working relationship with customers, the Customer Service operation is responsible for ensuring that a strong rapport and professional relationship is maintained with all customers.


The position will be based in our Teaneck, NJ office.



  • Manage all aspects of the customer service function and the role of the Customer Service Associate position.
  • Manage month-end close and inventory tracing & reconciliation to ensure accurate posting and timely processing of company records.
  • Identify issues, resolve problems and recommend & implement process improvements to ensure consistent, high quality service to customers is maintained and opportunities for efficiencies are pursued.
  • Work closely with warehouses and 3rd party logistics providers to ensure delivery details are properly maintained and communicated. Track and report on order transit days and investigate exceptions to planned delivery schedules. Work with factories and import brokers to issue ISF documentation for new import orders and First Sale / Assist invoices for arriving import orders. Provide receiving warehouses import documentation including ASNs ahead of import arrivals.
  • Resolve invoicing and inventory issues (i.e., discrepancies, variances) by working cooperatively with other internal departments including Finance, Accounting, IT and Sales Dept and external customers. Work with customers and IT department to resolve any EDI issues.
  • Ensure adherence to policies and procedures related to company terms and conditions of sale & delivery, new customer application processing, maintenance of customer files, Know Your Customer and customer license record keeping.
  • Upon request, the position holder may be asked to perform additional duties or assist in special projects as directed by the supervising manager.


Functional Skills

Drive Customer Service team to achieve goals including: Continued high level customer service measured by timely order placement, fulfilment and order accuracy. Manage inventory tracking & reconciliation, month-end closing, return processing and import administration processing.  Leverage the team's front-line access to information to drive value-added contributions to the business such as improved support to manage promotional products, back-order tracking and providing sales and return processing & information to the business.


Qualifications & Experience

  • BA/BS Degree required.
  • 5-7 years’ experience of working in Customer Service / Logistics function of National or International company. Experience in FMCG or pharmaceutical industries is strongly preferred.  
  • Proficient knowledge of computers and database software.  Knowledge & Experience of SAP Required including O2C / IM / APO.  MS Excel & MS Word experience required.  Knowledge & Experience of working with EDI preferred.
  • Excellent managerial and customer service skills. Ability to think on one's feet, understand and resolve issues is required. The ideal candidate will be a strong leader, organized and self-motivated.



Enjoy a competitive salary commensurate with the experience and responsibility requirements.
Excellent employee environment with a competitive benefits package including:


  • Bonus 
  • Annual Merit Increase 
  • Healthcare 
  • Dental 
  • Paid Time Off 
  • 401k Plan + Company Contributions 
  • Life Insurance 
  • Disability
  • Tuition Assistance



Nearest Major Market: New York City

Job Segment: Service Manager, Logistics, ERP, Warehouse, Customer Service, Operations, Technology, Manufacturing

Apply now »