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Customer Service Manager

2 months ago

Bellshill, North Lanarkshire, United Kingdom William Grant & Sons Full time
Job Title: Customer Relationship Lead

About the Role

We are seeking a highly skilled Customer Relationship Lead to join our team at William Grant & Sons. As a key member of our operations team, you will be responsible for managing and leading a regionally specific Customer Relations team to deliver exceptional service to our customers.

Main Responsibilities

  • Develop and implement strategies to ensure consistent delivery of our Supply Chain strategy, aligning with company and Business Unit objectives.
  • Collaborate with distributors and the Business Unit to deliver third-party demand forecasts through the S&OP process.
  • Build and maintain strong relationships with customers to manage order books and drive stability for bottling operations and supply partners.
  • Own and execute 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 optimize customer service.
  • Support the Area Leader in delivering demand management tasks for a smooth transition of products through different product lifecycle stages.
  • Develop professional relationships across stakeholders to support operational performance and ensure accurate information sharing.
  • Monitor and deliver customer service level agreements (SLAs) and collaborate with relevant teams to deliver best possible service levels.
  • Provide data analysis to communicate information and aid decision-making in achieving agreed service standards.
  • Monitor resourcing across teams and facilitate pooling of individuals where necessary.

Our Ideal Candidate

We are looking for a strong background in supply chain management, with proven experience in overseeing strategy implementation and maintaining high service and quality standards. The ideal candidate will excel in managing customer relationships, demand forecasting, and S&OP processes, ensuring smooth operations and proactive order management.

Agile Working Philosophy

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 company values.