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Bacardi

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Customer Service and Logistics Manager, MX

Job Name

Customer Service and Logistics Manager, MX

Country:

Mexico

City:

Tultitlan, Mexico

Function:

Operations - Supply Chain - Logistics - Procurement

Reporting Line:

Senior Manager, Supply Chain

Job type:

Full time

Lead recruiter:

Magali Jimenez

About the role

Your Opportunity

The Customer Service & Logistics Manager is the focal point of the entire logistics operation in Mexico market and responsible for providing best-in-class services, develops and manages strategic and tactical relationships with key customers and their respective account managers to help deliver the long-term Customer Engagement plan. It is responsible for ensuring timely delivery to all customers in the Market and operational performance management of service providers. Furthermore, it has a clear understanding of the business cost to serve dynamics and collaborate with other members of the supply chain and commercial teams to achieve the Supply Chain strategy. Additionally, supports, engages, and mentors the Customer Service coordinators to ensure continuity of the processes and looking for continuous improvements on the general service. You will lead the logistics 3rd party service supplier, also ensuring process adherence and continuous improvement process as well.

Responsibilities

With our Consumer at the heart, your key focus will be:

Order Management:

Administration of sales orders from inception to fulfillment and managing the people, processes and data connected to the order as it moves through its lifecycle.
  • Track the progress of sales, shipments and deliveries to customers
  • Drive the "Order Management Service Level Plan" with our Customers using all reported information and KPIs. 
  • Develop structured order capture plans to improve overall supply chain efficiency via EDI, or Email.
  • Ensure smooth customer order processing/checking in the system making sure that orders are compliant with order management guidelines.
  • Collaborate closely with planning, imports and commercial sales to maintain product availability to agreed target – own and communicate availability performance for key customers.
  • Ensure collation, evaluation and communication of customer views of our service.
  • Send rapidly and properly to the 3PLs the information to ensure timely delivery of orders.
  • Ensure invoice issuance. 
  • Make changes to orders (by arrangement with the salesman/agent): Insert / delete rows, cancellation and remission, Changes to shipping dates.
  • Ensure timely checking of "open orders" on daily basis and take appropriate action.
  • Credit Block Process, inform and coordinate with compliance and sales department the action to unblock the order.
  • Price Validation, ensure timely maintenance of missing prices within a sales order and proper manager release of sales order on a timely basis. 
  • Creation and communication to production, planning and 3PL of order deadlines.
Customer Care:

Direct listening channel to meet our customers, their concerns and needs.

  • Customers Master File:
    • Ensure the continuous update of all customer information: company name, specifications of loadings, delivery address, etc.. on ERP system.
    • Ensure 3PL and warehouse have the details per client.
    • Setting up and testing of the system to ensure proper functionality on ERP system.
    • Manage and develop the supply chain customer agreements (e.g. customer requirements, service plans and commercially negotiated SC deals).
    • Hold regular internal key customer collaborative meetings and mange action plans.
  • Returns Process:
    • Approve returns to clients and track reason codes. 
    • Ensure all the documents are in ERP system. 
    • Check with 3PL the exact quantities returned.
    • Ensure returned quantities are recived in ERP system in order to issue credit to customer.
  • Market and internal communication:
    • Ensure deep understanding of needs by liaising directly with customers.
    • Provide strong support and information to the sales force for good management order flow.
    • In collaboration with demand planner and customer marketing send to sales force, marketing information regarding new product, promotions product availability and ensure compliance with group and local company procedures.
  • Complaints management:
    • Handle Customer Inquiries and complaints to ensure full customer satisfaction by interfacing with customers, 3PLs and internal departments (Sales, trade marketing, finance etc.) when appropriate.
    • Ensure proper paperwork is complete and accurate.
    • Ensure proper closing of complaint in an effective and efficient manner.
Inventory:

Reviewing and organizing inventory efficiently for sales orders.
  • Communicate availability of products, innovations, constraints, production sourcing, repacks, labeling, etc. to customers and commercial team 
  • Manage and report all the backorders. 
  • Collaborate closely with planning and import to maintain product availability to agreed target and communicate risk. 
Continuous Improvement:

Ensure continuous improvements on the KPIs related to general service, order processing, and resolution/prevention of customer queries.
  • Identify and develop new opportunities for cost reduction, service improvement and supplier development.
  • Analyze operating cost performance and identify explanations for variances
  • Lead Supplier Performance Management (SPM) in order to achieve maximum 3PL performance based on agreed SLAs 
  • Coordinate through the CL network the leading & delivery of Customer Logistics projects 
  • Ensure all aspects of SAP set-up, administration, and maintenance are carried out in relation to customer service team requirements.
  • Manage all customer service sales order management processes to meet or exceed SOX and performance standard compliance.
  • Ensure customer service related claims, credits, debits, and invoices are signed off in appropriate timeliness.
  • Develop own trade and industry knowledge.
  • SAP Super User for UAT testing, reporting of issues, validation of issue resolution, and training of new SAP functionality.
  • New resources training and on-boarding.
  • Generate Ad-hoc reporting and analysis requested by Management.
  • Process requests for material master maintenance, SCC changes, obsolete IPC’s.
3PL Operating Standards 
  • Ensure 3PLs are best fit for Bacardi, can add value and operate high service to cost operations including running the tender, evaluation, & implementation teams. 
  • Ensure critical success factors & threats are fully incorporated into eventual solutions 
Organization and People
  • Build and execute programs focused on Customer Service & Logistics.
  • Support in data and information collection to prepare Logistics budget.
  • Able to manage multiple projects; able to determine project urgency in a meaningful and practical way as well as organizes and schedules people and tasks.
  • Perform periodic evaluations to ensure the continuity of the process, identify potential risk and take action on them. 
  • Define, implement, monitor and develop continuous improvement of OTC (Order To Cash) process, ensuring right level of service and replenishment in the point of sale.
  • Develop and implement process policies (returns, rejects, back orders, re-invoice, etc.).
  • Ensure team development and performance plans are in place and actively progressed. 
  • Support engage and mentoring to customer service executives.
  • Ensure that the team is engaged and have discipline in following up actions and driving accountability.
  • Encourage the team to work together and to improve practices. 
  • Treats all people with respect, values diverse perspectives, participates in diversity training opportunities, provides a supportive work environment for the multicultural workforce, applies the philosophy of equal employment opportunity, shows sensitivity to individual differences, recognizes differences as opportunities to learn and gain by working together, values and encourages unique skills and talents, seeks and considers diverse perspectives and ideas.
Measures of Success:
  • Operational Excellence: Drive sustained improvement in logistics & customer service for the Hub
  • Control and visibility of schedule, costs, and quality of operations.
  • To organize and integrate supply operations with Bacardi Mexico's objectives;
  • Develop a highly reliable team in operations, and influence and direct actions through third parties.
  • KPI’s, for example:
    • Distribution cost  ($x per 9LC)
    • Perfect Serve - OTIF
    • DSO (Days Sales Outstanding)
    • Sox Compliance
    • Great Place to Work 
    • External Survey results 
  • Talent Development: Ensure CSL teams have clear and meaningful development plans in place and actively monitor and advance succession plans

Skills and Experience

The Skills & Experience needed to create your legacy
  • Bachelor’s degree or equivalent experience required.
  • Minimum 5 to 7+ years experience in logistics and / or customer service – ideally both.
  • Very good understanding of supply chain processes, issues and industry practice from customer management to outsourced supply.
  • Ability to work under continual deadline constraints.
  • Ability to function in a multi-task work environment, multi-department team. 
  • Strong analytical, reasoning abilities, problem solving, negotiation and decision making skills.
  • Strong organization skills, time management, and multiple task management capabilities. 
  • Speed, Hands-On and Action-Orientation define your approach as you navigate multiple high priority topics.
  • Decisive and confident, you can see the big picture, define best direction and deep dive into execution to ensure brilliant delivery. 
  • Ability to adapt to different situations, ambiguity, and work with different styles.
  • Hunger to make an impact, drive change and embrace the opportunity to make a lasting impact on Bacardi.
  • Excellent verbal, written communication and coordination skills.
Functional & Technical Skills
  • Project Management (internal & External stakeholders): Team leader for complex internal or external projects with multiple parties involved. 
  • External orientation: Conducts negotiations regarding contract performance, service offers with external suppliers, system consultant management. 
  • Planning Process e.g. S&OP, Inventory, Planning, etc. Understands the full operational flow and can propose improvements.
  • Manufacturing/Operational Processes: Knows manufacturing principles, understand manufacturing constraints and opportunities (capacity, efficiency, flexibility). 
  • Market Understanding and CS skills: Has knowledge about customer processes and can propose internal improvements. 
  • Logistics & Distribution Processes: Strong knowledge about transport planning (inbound / outbound) and warehousing. 
  • Product Innovation: Has experience in running projects to bring new products to the market, managing the activities of a variety of parties.
  • Software (SAP, MS Office, BI, APO): Developed skills in at least one or two packages that enable added value for the role with solutions for efficiency or insight.
  • Knowledge of the SAP SD module: (orders, deliveries, shipments, invoices, inventory transactions MB51, invoice).
  • People management skills:  Operates collaboratively on the executive team, availability to influence across departments and various levels of leadership.
  • Language Skills: Fluent English.
  • Electronic Invoice and EDICOM knowledge is a plus.
Other
  • We are looking for people who are globally mobile and aspire to experience different cultures.

Our culture

We share the passion and entrepreneurial flair of our founder and are guided by our three culture pillars - Fearless, Family and Founders, they inspire our Primos to be the best they can be and drive us forward in all we do. But what does this mean?

·       Being Fearless; means adopting an agile mindset, being comfortable trying new things and taking risks. We are empowered to question, challenge and innovate.

·       Family; We treat each other, and our communities, like Family. Always.

·       Founders; The spirit of entrepreneurship is at the heart of everything we do. We see the business as if it’s our own. We do the right thing for the business and we all take accountability for our work.

When you join Bacardi, you become part of our family and gain more than just a job.


Disclaimer: Bacardi is an equal opportunity employer that values workforce diversity. Diversity is core to our business: by embedding diversity into all aspects of our culture, we maximize the opportunity to achieve sustainable business success and growth. The duties and responsibilities described in the role profile might not be a comprehensive list.