Customer Service

2 months ago

United Kingdom William Grant & Sons Full time

To manage, lead and coach a regionally specific Customer Relations team to deliver excellent service, by managing all near term demand / order activity and building relationships and knowledge in markets

Main Responsibility

  • Oversee the delivery of the Supply Chain strategy in line with the company and Business Unit objectives, ensuring consistency across Customer Service and Customer Facing Supply Chain in line with agreed service and quality standards
  • Support Area Leader to deliver third party distributor demand forecast, working directly with distributors and in collaboration with the BBU through the S&OP process
  • Liaise with and work closely with our customers to manage order book and drive stability for bottling operations and our supply partners – ensuring incoming orders are processed to optimise customer service.
  • Own and deliver the daily operating rhythm processes for the key markets / regions - chairing meetings and highlighting risks and perform a key role in the S&OP process
  • Deliver proactive order book management and encourage timely order flow from customers, to ensure incoming orders are processed to optimise customer service
  • Support Area Leader to deliver the demand management tasks required for a smooth transition of products through the different product lifecycle stages, launch (including PIPO management), optimisation, change-management, run down, end of life
  • Develop professional and productive relationships across all key stakeholders to support operational performance and ensure that accurate and relevant information is shared in a timely manner
  • Monitor and deliver customer service level agreements (SLAs) and liaise with all relevant teams to deliver the best possible service levels – establishing professional and productive relationships with third parties & ODC’s
  • Deliver data analysis as required in order to communicate information and aid decision making in the attainment of agreed service standards - reporting on relevant performance metrics (e.g., Lead-time, OTIF, forecast accuracy, SLA adherence) taking appropriate corrective actions when necessary
  • Maintain a proper process framework and detailed process documentation with the appropriate governance structure, ensuring overall compliance requirements in relation to all relevant legislation and paperwork are met (e.g., excise/duty)
  • Monitor resourcing across the teams – facilitating pooling of individuals within and across teams where there is a requirement to do so

Our Ideal Candidate

The ideal candidate will have a strong background in supply chain management, with proven experience in overseeing strategy implementation and maintaining high service and quality standards. You should excel in managing customer relationships, demand forecasting, and S&OP processes, ensuring smooth operations and proactive order management. Excellent communication skills and the ability to build productive relationships with stakeholders are essential. Experience in managing product lifecycles and resource allocation across teams is highly desirable.

About William Grant & Sons

A HOME FOR RARE CHARACTERS

William Grant & Sons: a home where Rare Characters thrive.

We value every employee for their rare character, distinctive skills, experience and perspectives. Every one of our colleagues has a role to play in helping us to achieve our growth ambitions.

At William Grant & Sons, our vision is to be A home where rare characters thrive. We value all colleagues for their rare character, distinctive skills, experience and perspectives. Diversity & Inclusion is at the heart of how we do things at William Grant & Sons, fully aligned to our purpose and our company values. We strive to create an environment where we can all be our best and bring our whole selves to work.

OUR AGILE WORKING PHILOSOPHY

Our agile working philosophy is to “Have your best work day everyday”.

Built on trust, we empower our rare characters to have their best work day every day. Where flexibility and positive working experiences help employees to feel connected and release potential across our teams.

We are open to discussing possible agile/flexible working options as part of the recruitment process.

INCLUSIVE RECRUITMENT PROCESS

Diversity & Inclusion is at the heart of how we do things at William Grant & Sons, fully aligned to our purpose and our company values. We want to ensure that our recruitment process is inclusive.

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