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Customer Service Operations Manager

2 months ago

Central Inverclyde, United Kingdom William Grant & Sons Full time
Job Description

Job Title: Customer Service Unit Lead

Job Summary:

We are seeking an experienced Customer Service Unit Lead to join our team at William Grant & Sons. As a key member of our Customer Relations team, you will be responsible for managing and leading a regionally specific team to deliver excellent service to our customers.

Key Responsibilities:

  • Manage and lead a regionally specific Customer Relations team to deliver excellent service to customers.
  • Oversee the delivery of the Supply Chain strategy in line with company and Business Unit objectives, ensuring consistency across Customer Service and Customer Facing Supply Chain.
  • 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 customers to manage order book and drive stability for bottling operations and our supply partners.
  • Own and deliver the daily operating rhythm processes for key markets/regions, chairing meetings and highlighting risks.
  • Deliver proactive order book management and encourage timely order flow from customers to ensure incoming orders are processed to optimize customer service.
  • Support Area Leader to deliver demand management tasks required for a smooth transition of products through different product lifecycle stages.
  • Develop professional and productive relationships across all key stakeholders to support operational performance and ensure 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.
  • Deliver data analysis as required to communicate information and aid decision-making in the attainment of agreed service standards.

Requirements:

  • Strong background in supply chain management with proven experience in overseeing strategy implementation and maintaining high service and quality standards.
  • Excellent customer relationship management skills, with the ability to manage and lead a team to deliver excellent service.
  • Proven experience in demand forecasting and S&OP processes, with the ability to analyze data and make informed decisions.
  • Strong communication and interpersonal skills, with the ability to develop and maintain professional relationships with stakeholders.

About Us:

At William Grant & Sons, we are committed to delivering exceptional customer service and building strong relationships with our customers. We are a dynamic and innovative company that values diversity and inclusion, and we are looking for talented individuals who share our values and are passionate about delivering excellent service.