About the role
The Customer Service and Excise Manager is on the Front Line and is a strong partner to customers and sales.
You will be passionate about the customer and take pride in delivering the Perfect Order; ensuring that the customer experience is positive.
This role is responsible for managing the Customer Service team of finished goods and point of sale materials, and is responsible for service to our customers including being the overall "On Time In Full" service KPI owner as well as reflecting the customer view back into the business. You will co-ordinate the activities, processes and people of Customer Service. This role will support, engage and mentor the Customer Service Representatives in order to ensure continuous improvement on the KPIs related to general service, order processing and resolution/prevention of customers requirements.
This role is also focusing on developing and managing strategic and tactical relationships with key customers and their respective key account managers in order to help deliver the long term customer engagement plan.This role is the management role/contact for all channels / customers / team within the country and is accountable for setting an outstanding customer service performance.
In this role you will likely often find yourself in your office, but can expect to travel to visit key Customers.
You will also develop, or support development, of the Bacardi Customer Service strategy for France and work with regional leaders to implement a world-class execution system while continuing to drive continuous improvement throughout Bacardi operating businesses.
This role will also manage the Excise of the country, by performing excise monthly reconciliation, ensure the correct set up of excise (customers and products) and be the point of contact internally and externally (with local customs, 3PL, French Spirits Federation, New Regulations).
Key accountabilities and responsibilities
Customer Service (Administration & Customers Collaboration)
Have full responsibility of Total Order Management (Order Acquisition, Order Processing, Maintenance) including any resolution/dispute management & follow up from Order - Delivery - Invoice (Order To Cash)
Responsible for service to our customers including being the overall "On Time in Full" service KPI owner as well as reflecting the customer view back into the business.
Ensure all aspects of ERP system (SAP) set-up, administration and maintenance are carried out in relation to customer requirements , EDI Knowledge
Supervise that all orders in the system are processed daily by customer service
Manage all customer service sales order to meet SOX and standards performance
Ensure customer service related credits, claims and invoices are all approved in appropriate timelines
Ensure alignement of customer orders (volume / price)
Management of renewals guarantees at customs offices, update control customs tariff.
Develop and manage tactical and collaborative relationships with key customers and their respective key account managers in order to help deliver the long term customer engagement plan
Hold regular internal key customer performance meetings and mange action plans or commercial account managers where appropriate to agreed plans
Manage the country CSRs and CS&L Analyst in order to ensure continuous improvement on the KPIs related to general service, order processing and resolution/prevention of customer requirements. Supervise that customer service manage the correct price list, commercial conditions (discounts, promotions)
Supervise daily freight deliveries in collaboration with Logistic department
Manage Customs & Excise by performing excise monthly reconciliation, ensure the correct set up of excise (customers and products) and be the point of contact internally and externally (with local customs, 3PL, French Spirits Federation, New Regulations).
Manage the Dispute (commercial and logistics) & Penalties, by working closely with Key Account Managers to reduce P&L impact
Provide proactive Customer Service & Customer satisfaction through root causing of Customer Issues, ensuring prompt resolution & prevention of re-occurrence.
Have strong awareness & understanding of our product portfolio & optimize product availability (never miss a case) through close partnership with Commercial Teams & wider Supply Chain Stakeholders
Use analytical skills to drive process improvements & deliver Customer Focus through the Supply Chain
Be the voice of our Customers in Supply Chain. Drive customer centricity E2E through the Supply Chain; particularly with all key stakeholders: warehousing, transport, credit control, sales, marketing, etc
Be passionate about Customer First key performance metrics: Engagement levels (ADVANTAGE ...etc) & OTIF (Service)
Build strong Customer relationships through exceptional service, awareness & understanding of Bacardi's customers.
Interact daily with new & existing accounts to identify opportunities & Customer Service / Supply Chain needs. Further strengthen relationships through face to face meetings
Passionately drive Customer excellence & awareness across the Supply Chain & be a partner to Sales
Cooperate within EMEA supply chain on projects and operational maturity
Exchange "best practice" within Regional Supply Chain
Develop operational maturity in line with European Matrix
Measures of success
Operational Excellence: Drive sustained improvement in customer service for the Country
Data Synchronisation: Automation of:
& Reduction of Order Touch (Non-Value Add administrative activity)
Right First Time Customer Synchronisation:
Strong Engagement Levels with Customers (High Survey Scores, etc)
Perfect Order Delivery:
Proven ability at managing stock Availability for Customer
Strong OTIF performance
Understanding of DSO & impact to Total Order Management processes
Understanding of Credits/Deductions to Total Order Management processes & proactive focus on reduction
Support on Customer Penalties reduction
Support on Dispute Management & resolution to reduce P&L Impact
Critical experiences for success
You will have 5+ years experience in supply chain in a consumer FMCG business environment, working within Customer Services, Logistics, Sales or Accounts Receivable, with a strong SAP ERP Experience.
You will be well versed in working with, and under, strict rules and regulations i.e. Customs and Excise.
Demonstrated use of analytical, collaborative problem solving and demonstrate a clear customer focus from past positions.
Ability to understand the Customer needs as well as interact in a proactive, friendly & professional manner
Ability to communicate effectively at all levels
Ability to work in a dynamic, flexible environment where priorities are constantly changing
Microsoft office & SAP ERP Knowledge
Ability to work well in a team environment
Good at problem solving; with good analytical and maths skills
Strong oral & written communication skills / Proactive Communication: Structures and presents technical data in a clear and logical format.
Fluent in English and French
Strong team management & relationship-building skills
Good analytical and reasoning abilities
Maintains and updates technical and functional knowledge
Good understanding of the Supply Chain function (S&OP, Logistics, etc)
Our ways of working
Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire. We're caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly. We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure. We're passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work: we commit energy, heart and soul. We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we're most proud of: our True Heart and Winning Spirit - both in our home markets and across the world.
Central London, England