Customer Service Lead

hace 2 semanas


Panama Diageo A tiempo completo

**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 relationshipsIncumbent 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 ExportsCustomer delight DNA, obsessed with customer satisfaction. Every case, every day, everywhere countsProficiency 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 CustomersDemonstrable ability to engage and align stakeholders behind plans and win support for implementing change with internal and external stakeholdersAbility to work in environments where influence is more important than formal authorityDemonstrable knowledge of end-to-end supply chain & customer collaboration and how to convert customer requirements into supply chain deliverables. Export & custom know
- 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 : RegularPrimary Location: Panama CityAdditional Locations : Guadalajara, Mexico CityJob Posting Start Date : 2023-07-27



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