Customer Service Manager

3 days ago

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

To succeed in this role, you will be responsible for managing a regionally specific Customer Relations team to deliver exceptional service. This involves overseeing near-term demand and order activity, building relationships, and gaining knowledge in markets.

Main Responsibilities:
  • Ensure the delivery of the Supply Chain strategy aligns with company and Business Unit objectives, maintaining 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 forecasts, working directly with distributors and collaborating with the BBU through the S&OP process.
  • Liaise with customers to manage order books and drive stability for bottling operations and supply partners, ensuring incoming orders are processed to optimize customer service.
  • Own and deliver daily operating rhythm processes for key markets/regions, chairing meetings, and highlighting risks, while performing 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 optimize customer service.
  • Support the Area Leader in delivering demand management tasks required for a smooth transition of products through different product lifecycle stages, launch (including PIPO management), optimization, change-management, run down, and end of life.
  • 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 relevant teams to deliver the best possible service levels, establishing professional and productive relationships with third parties & ODCs.
  • Deliver data analysis as required to communicate information and aid decision-making in the attainment of agreed service standards, reporting on relevant performance metrics (e.g., excise/duty).
  • Monitor resourcing across teams, facilitating the pooling of individuals within and across teams where necessary.
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.

Agile Working Philosophy:

Our agile working philosophy is to "Have your best work day every day". 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.

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