Customer Operations Team Leader
6 months ago
Customer Operations Team Leader
Your Manager: Customer Operations & Logistics Manager
Team: Supply Chain
Location: Chiswick, London. We operate a hybrid working approach, which allows you to manage your time between home and office.
Be part of something big
We are Pernod Ricard, a leading company in the global wines and spirits industry with over 19,000 employees globally. We own 16 of the world’s top 100 Spirits Brands and hold one of the most prestigious and comprehensive brand portfolios in the industry with 240 premium brands available in over 160 countries, including: Absolut vodka, Ballantine’s, Chivas Regal, Royal Salute, and The Glenlivet Scotch whiskies, Jameson Irish whiskey, Martell cognac, Havana Club rum, Beefeater, Malfy and Monkey 47 gins, Malibu liqueur, Mumm and Perrier-Jouët champagnes as well Jacob’s Creek, Brancott Estate and Campo Viejo wines.
Here in the UK
In the UK, Pernod Ricard is made up of 4 businesses:
- Pernod Ricard UK, which markets, sells and distributes our products in the UK market
- Chivas Brothers, the largest brand company in the Group, responsible for the production and management of our award-winning Scotch whisky portfolio
- Pernod Ricard Global Travel Retail, the global and EMEA home of the group’s duty free, air travel and cruises business.
- The Absolut Group, the brand owner of our global white spirits portfolio, whose Gin brand unit and Business Acceleration team sit in London.
Your new team
The mission of the Operations department is to maintain high industry standards in demand planning, stock availability and customer service levels, while optimising operating costs that are inherent to the supply chain. We work collaboratively with all internal departments as well as with customers and suppliers to achieve our goals. We aim to be efficient, cost effective and customs compliant throughout our operation.
The department has 2 main areas, Supply & Demand Planning, whose aim is to accurately plan stock holding in line with demand as well as to drive a mature S&OP process across the business unit, and the Customer Operations and Logistics teams whose aim is to provide exceptional customer service, enabling strong partnerships with customers, internal and external stakeholders, maximising case fill rates and on time deliveries while providing optimal quality and compliance at an efficient cost.
Your unique contribution
You will have 4 main areas of responsibility:
Execution and supervision of the Order to Cash process:
- Supervise best practices on Order to Cash process, including credit control/financial exposure, credit transactions, returns, pricing, allocations, risk management
- Manage own customer portfolio and cover any gaps during holidays or sick leave, etc.
- Participate and drive high quality and engagement in the customer supply reviews, getting involved on the development of the deck
- Manage order releases for the team in accordance with DOA and business processes
- Assist in managing relationship with customers - attend any weekly/monthly meetings, serve as escalation point for the team and escalate to Customer Ops & Logistics Manager when required
- Be a technical guide for the rest of the Team showing expertise on JDE, Customs and Customer requirements at all times
- Ensure a smooth month end, quarter and Fiscal Year closure driving engagement from the team to show ownership as part of the end-to-end OTC process
- Ensure SLAs implementation
- Validate billing from 3PL and related vendors to ensure Logistics and Quality Manager processes invoicing and payments on time
- Participate and support any customer ops & logistics project
Ensure highest KPIs:
- Ensure highest CFR/OTIF possible with strict coding and root cause analysis
- Present in KPIs in Pre-SOP and similar forums
- Participate, escalate and implement any actions triggered from the SOE process
- Support any cost savings/efficiency opportunities suggested by the Logistics and Quality Manager
- Support KPI reviews preparation for MBR/QBR with management
Cross functional collaboration to increase value add:
- Assist in IT project management, attend meetings with IT team, schedule and perform tests in JDE,
- Assist in managing relationship with 3PLs
- Drive revenue recognition process
- Support landing and lost sales analysis
Reporting and People Management
- Deputise for Customer Operations & Logistics Manager when required
- Have team meetings to keep the team members aligned/informed
- Have one-to-one sessions and work on development plans as a result of these conversations
- Engage with internal survey results to ensure action driven approach
- Manage workload and resourcing in a strategic way, ensuring business continuity
- Drive a convivial culture and the PR values through working on developing Leadership attributes
- Be available for coaching to help support succession plans
- Drive a performance mindset aiming towards operational excellence
- Ensure a cultu
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