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Customer Service Manager
2 months ago
We are seeking a highly skilled Customer Service Manager to join our team at William Grant & Sons. As a key member of our organization, you will be responsible for overseeing 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.
Main Responsibilities:- Supply Chain Strategy Implementation: Oversee the delivery of the Supply Chain strategy in line with the company and Business Unit objectives, ensuring consistency across Customer Service and Customer Facing Supply Chain in line with agreed service and quality standards.
- Demand Forecasting: 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.
- Customer Order Management: Liaise with and work closely with our customers to manage order book and drive stability for bottling operations and our supply partners – ensuring incoming orders are processed to optimise customer service.
- Operational Excellence: Own and deliver the daily operating rhythm processes for the key markets / regions - chairing meetings and highlighting risks and perform a key role in the S&OP process.
- Order Book Management: Deliver proactive order book management and encourage timely order flow from customers, to ensure incoming orders are processed to optimise customer service.
- Demand Management: Support Area Leader to deliver the demand management tasks required for a smooth transition of products through the different product lifecycle stages, launch (including PIPO management), optimisation, change-management, run down, end of life.
- Stakeholder Engagement: Develop professional and productive relationships across all key stakeholders to support operational performance and ensure that accurate and relevant information is shared in a timely manner.
- Service Level Agreements: Monitor and deliver customer service level agreements (SLAs) and liaise with all relevant teams to deliver the best possible service levels – establishing professional and productive relationships with third parties & ODC's.
- Data Analysis: Deliver data analysis as required in order to communicate information and aid decision making in the attainment of agreed service standards - reporting on relevant performance metrics (e.g., Lead-time, OTIF, forecast accuracy, SLA adherence) taking appropriate corrective actions when necessary.
- Process Governance: Maintain a proper process framework and detailed process documentation with the appropriate governance structure, ensuring overall compliance requirements in relation to all relevant legislation and paperwork are met (e.g., excise/duty).
- Resource Management: Monitor resourcing across the teams – facilitating pooling of individuals within and across teams where there is a requirement to do so.
At William Grant & Sons, we value every employee for their rare character, distinctive skills, experience and perspectives. Every one of our colleagues has a role to play in helping us to achieve our growth ambitions.
We strive to create an environment where we can all be our best and bring our whole selves to work.
We are open to discussing possible agile/flexible working options as part of the recruitment process.
We want to ensure that our recruitment process is inclusive.
