Customer Service and Exports Manager

hace 3 semanas

Guadalajara, México Diageo A tiempo completo

Job Description:
About us:
From Arthur Guinness to Johnnie Walker, our business was founded on people of great character, and in 250 years, nothing’s changed. We’re the world’s leading premium alcohol company. Our brands are industry icons. And our success is thanks to the diversity of our talent and strength of our people, in every role. It’s why we trust them with our legacy. And it’s why we reward them with the career-defining opportunities that they deserve.

Our ambition is to create the best performing, most trusted and respected Consumer Products Company in the world. To achieve these, we need the world’s very best people.

Feel inspired? Then this may be the opportunity for you

Purpose of the Role:
Tequila Customer Service and Exports Manager will act as a key interface between customers, markets and Tequila category. This role will lead the day-to-day customer service and satisfaction, driving customer service excellence and joint value creation in line with Tequila growth ambition.

Incumbent will be responsible for building a Customer Delight strategy that will enable Tequila long-term ambition. The role also owns and leads implementation of transformation initiatives between Tequila category and Customers across the globe.

This role is also responsible for handling exports and customs clearing operations for Tequila category, meeting market import requirements and ensuring clear standard performance management across each operation and practises that trend to leading performance.

The role will also be the point of expertise for export compliance and customs regulation for Tequila. Incumbent will be responsible to build strong external links and category knowledge to provide with the best advisory for Tequila export operations in the region on export requirements and new regulations

The outcomes of this roles are measured in: service, cost efficiency and collaborative and value crafting relationships

Incumbent will need to interact across geographies, cultures & have strong influence/impact within businesses and with Customers and external suppliers, including Supply Partners (3PL’s, custom brokers, shipping lines Carriers, etc.).

Key Accountabilities:
Effective management and influence of multidimensional partners across the globe, providing timely / accurate visibility, guidance and clarity of Logistics for Tequila category to markets Customer delight, obsession with customer satisfaction. Every case, every day, everywhere counts

Responsible for designing, leading and driving CS & Exports strategy with the markets to enable Tequila’s growth ambition, to expand profit margin, driving efficiencies and alliance in the end to end supply chain (Diageo
- Customer) and building proven and productive relationships with customers. Development of a CS digital roadmap to drive customer experience, from data analytics, visibility to continuous customer support using modern technology Oversee the order management process optimally to meet customer satisfaction standards. Delivery of service and cost efficiency exports operations objectives Provide expert customer service knowledge to the markets understanding regional dynamics Drive standard performance management analytics to enable Tequila growth and margin ambitions through Customer Supply operations Develop a collaborative partnership with Tequila category (Plan, BCI, Make, Source) and markets to ensure delivery of overall supply excellence. Maintaining close partnership with the Scotland CS Team, guaranteeing best practices, standards, tools and controls are replicated.

Develop a versatile, dedication, engaged and motivated team to delight our customers around the world.

Entry Level Requirements - Capabilities, Skills & Experience:
- Minimum 10 years’ experience in Customer Service / Collaboration and Global Exports- Customer delight DNA, obsessed with customer satisfaction. Every case, every day, everywhere counts- Proficiency in the use of modern technology. Clear on ideas to deliver a great customer experience, from data analytics, access to continuous customer support using modern technology (i.e. PowerBi, bots, performance dashboard, LCT etc)- Excellent communication skills, both verbal and written combined with the ability to engage effectively at all levels in the organisation and Customers- Demonstrable ability to engage and align partners behind plans and win support for implementing change with internal and external partners- Ability to work in environments where influence is more important than formal authority- Demonstrable knowledge of end-to-end supply chain & customer collaboration and how to convert customer requirements into supply chain deliverables. Export & custom know
- how- Experience in running logistics operations (not mandatory)- Solid understanding of Customer ways of working across the globeExcellence in Supply Chain:
- Performance Management_ - The role holder will understand the importance of impo

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