Customer Service Coordinator

Jobinhalt

[Please note this is a Direct Search led by Bacardi. Applications from agencies will not be accepted nor will fees be paid for unsolicited CVs.]

Job Description

YOUR OPPORTUNITY

A Customer Service coordinator provides reliable and professional customer care throughout the entire order to cash process. He/she is responsible for coordinating the customer service local force to ensure customers are managed in an efficient and effective way. This person needs to be customer-oriented and problem solving to support all CSRs to resolve any problem that our customers might face with accuracy and efficiency to ensure excellent service standards and maintain high Customer satisfaction. Know your customer and you will win the business. The customer service coordinator is responsible for creating customer partnerships. He/She will work on project to secure the E2E SC optimization, pursue continuous improvement. He/she needs to have analytical skills to identify issues and development areas as well as strong leadership to be able to coordinate the team and manage projects.

ABOUT YOU

We want people who are highly motivated, ready to commit & take the plunge to make their mark in a successful company. This will be a career - not just a job! We want the next generation of leaders to continue building the BEST brands in the drinks industry.

Responsibilities

RESPONSIBILITIES - WITH OUR CONSUMER AT THE HEART YOUR KEY FOCUS WILL BE

* Responsible for the end to end Order-to-cash process: execute daily, weekly and monthly checks on order process management
* Coordinate the customer service team to maintain focus on Customer Service standards and targets and ensure they can execute their daily task efficiently
* Daily cooperation with S&OP and Logistics Team to manage out-of-stock situation
* Ensure all reason codes are correctly used and reporting in SAP concerning in full and on time issues for OTIF tracking
* Track customer service KPI’s (OTIF, returns, claims, ) to identify issues and corrective actions in coordination with other supply chain areas and internal departments (S&OP, Sales, Logistics, Finance)
* Identify and assess customers’ needs and requests in coordination with line manager and sales
* Build sustainable relationships of trust through open an interactive communication within the team, cross department’s and customers
* Act as a customer single point of contact for all customer service subjects
* Cooperate with Sales exchanging information on customers (e.g. service performance, out-of-stocks, claims, customer requests and other logistics projects)
* Put into action the good spirited Bacardi vision to become an even more sustainable supply chain.
* Maintain and keep customer specific requirements up to date.
* Manage day to day customer service and secure business continuation in operations with an effective back up scheme.
* Super User for Order-to-Invoice process in SAP
* Project Management (eg. OmPrompt, OTIF, EDI, Digitalization, …)
* Order and invoice automation (EDI/Omprompt) and Material Determination management
* Document and review regularly key customer supply chain information and procedures
* Conduct daily, weekly and monthly reports to monitor customer service activities from point of ordering till invoicing
* Track and monitor performance levels, pro-actively highlight any areas of underperformance and propose development actions
* Manage, analyze and share with the team and the business track of KPIs and performance
* Ensure compliance with corporate policies / SOX controls / Excise
* Pricing governance and reconciliation according to company guidelines
* Claims coordinator within Customer Service
* Masterdata back up

Skills and Experience

THE SKILLS AND EXPERIENCE NEEDED TO CREATE YOUR LEGACY:

* Track record of delivery in Customer Service including good experience with managing customer requirements. Will ideally have a supply chain background including forecasting responsibilities. Customer demand planning experience preferred but not essential (VMI).
* High levels of numeracy & logical reasoning; ability to assimilate & act on complex data & information. Excellent IT literacy.
* Good interpersonal, communication & relationship management skills including ability to influence & communicate at all levels.
* Service mindset, taking ownership to resolve customer issues with a proactive approach to issues & opportunities as well as understand the Financial impact of decisions.
* Ability to build relationships & be a strong team player both within Customer & Bacardi.

Technical & Business Skills can include:

* ERP (Experienced)
* Reporting Tool (Foundation)
* Dutch and French (Experienced)
* English (Experienced)
* Project Management (internal & External stakeholders) - (Foundation)
* External orientation (Foundation)
* Planning Process e.g. S&OP, Inventory etc (Foundation)
* Manufacturing/Operational & Copacking Processes (Foundation)
* Market Understanding and CS skills (Experienced)
* Trade & Tax process (Documentation, …) (Foundation)
* Business Financial skills (Foundation)
* Logistics & Distribution Processes (Foundation)
* Product Innovation (Foundation)