Customer Service Manager

1 day ago

Bellshill, North Lanarkshire, United Kingdom William Grant & Sons Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Customer Service Manager. As a key member of our Customer Relations team, you will be responsible for delivering excellent service to our customers, managing order activity, and building relationships with key stakeholders.

Key Responsibilities
  • Oversee the delivery of our Supply Chain strategy, ensuring consistency across Customer Service and Customer Facing Supply Chain in line with agreed service and quality standards.
  • Support the Area Leader in delivering third-party distributor demand forecast, working directly with distributors and in collaboration with the Business Unit 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.
  • Own and deliver the daily operating rhythm processes for 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, ensuring incoming orders are processed to optimize customer service.
  • Support the Area Leader in delivering 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.
About Us

At William Grant & Sons, we value every employee for their rare character, distinctive skills, experience, and perspectives. We strive to create an environment where we can all be our best and bring our whole selves to work.

We are committed to diversity and inclusion, fully aligned to our purpose and company values. Our agile working philosophy is to 'Have your best work day every day.' 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.

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