Customer Service Lead
hace 2 semanas
Job Description:
Purpose of the Role:
Tequila Customer Service Lead - ROW will act as a key interface between Europe, LAC, APAC, Africa & GT customers, markets, and Tequila category. This role will lead the day-to-day customer service and satisfaction, driving customer service excellence over 95% OTIF and joint value creation in line with Tequila growth ambition.
Incumbent will be responsible for executing our Customer Delight strategy that will enable Tequila long-term ambition. The role also runs implementation of transformation initiatives between Tequila category and Customers across the globe, focused on Digital Journey and World Class Service Level.
This role is also responsible for effectively running Performance Management Routines, monitor and act over KPIs, develop and adhere to clear standard performance practices that trend to leading performance.
The outcomes of this roles are measured in: service, cost efficiency and collaborative and value creating relationships
Incumbent will need to interact across geographies, cultures & have strong influence/impact within businesses and with Customers and external suppliers, including Supply Partners (3PL’s, custom brokers, shipping lines Carriers, etc.).
Entry Level Requirements - Capabilities, Skills & Experience:
- Minimum 5 years’ experience in Customer Service / Collaboration for International Exports- Customer delight DNA, obsessed with customer satisfaction. Every case, every day, everywhere counts- Proficiency in the use of OTC SAP is a must. Clear on ideas to deliver a great customer experience leveraging on digital, from data analytics, visibility and automation (i.e. Power BI, bots, performance dashboard, TMS, Macro´s, etc.), while driving simplification.- Excellent communication skills, both verbal and written combined with the ability to engage effectively at all levels in the organization and Customers- Demonstrable ability to engage and align stakeholders behind plans and win support for implementing change with internal and external stakeholders- Ability to work in environments where influence is more important than formal authority- Demonstrable knowledge of end-to-end supply chain & customer collaboration and how to convert customer requirements into supply chain deliverables. Export & custom know
- how- Experience leading high performance and results-driven teams-
- Experience in running logistics operations is desirable.
Key Accountabilities:
- Effective management and influence of multidimensional stakeholders across the globe, providing timely / accurate visibility, guidance and clarity of Logistics for Tequila category to markets Customer delight, obsession with customer satisfaction. Every case, every day, everywhere counts- Responsible for, leading and executing CS & Exports strategy with the markets to enable Tequila’s growth ambition, to expand profit margin, driving efficiencies and synergy in the end to end supply chain (Diageo
- Customer) and building solid and productive relationships with customers.- Accelerate implementation of Customer Service digital roadmap to drive customer experience, from data analytics, visibility to continuous customer support using modern technology Oversee the order management process effectively to meet customer satisfaction standards.- Delivery of service and cost efficiency exports operations objectives Provide expert customer service knowledge to the markets understanding regional dynamics Drive standard performance management analytics to enable Tequila growth and margin ambitions through Customer Supply operations Develop a synergistic relationship with Tequila category (Plan, BCI, Make, Source) and markets to ensure delivery of overall supply excellence.- Maintaining close partnership with other GBS Team, guaranteeing best practices, standards, tools and controls are replicated.- Develop a talented, high performance, engaged and motivated team to delight our customers around the world.
Worker Type:
Regular
Primary Location:
Panama City
Additional Locations:
Guadalajara, Mexico City
Job Posting Start Date:
2023-07-27
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