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Bacardi

Careers at Bacardi

Customer Service Analyst

Job Name

Customer Service Analyst

Country:

Brazil

City:

São Paulo, São Paulo

Function:

Supply Chain & Logistics

Reporting Line:

Gerente de Logística & Customer Service Júnior

Job type:

Full time

Lead recruiter:

Javier Marín Armas

About the role


YOUR OPPORTUNITY

This is your opportunity to make a difference in our internal and external customer experiences.

You will own the Customer Experience from order entry to invoice and final delivery, you will be responsible to develop the customer service and logistics team. You will operate as a key business & strategic Supply Chain partner to the Brazil cluster.

You will partner with our external customers, sales team, 3PLs & S&OP manager to develop strategies to radical improve customer experience, find productivity opportunities, and streamline internal process.

ABOUT YOU

You have a strong bias for action and know how to balance a sense of urgency with an eye on the long term in a way that enables you to demonstrate a relentless focus on enabling the delivery of business results. 

You have strong functional expertise focus in delivering the best customer experience.  You are a great team player and team builder; you are a change agent not afraid to challenge the status quo and you are defined by both your authenticity and transparency.

You are skilled at consistently build deep and trusting partnership with sales, finance, customers & SC leaders. 

Responsibilities

ABOUT THE ROLE
  • Develop a clear understanding of the business cost to serve dynamics 
  • Develop and manage tactical relationships with Key Customers and their respective Key Account Managers, in order to help deliver the long-term Customer Engagement plan
  • Ensure delivery of Customer Service KPI’s
  • Ensures and provides quality service to both internal and external customers.
  • Manages one pool of customers and / or one channel
  • Key role in executing the local / regional / global strategy, policy, and procedures
  • Receives processes and verifies the accuracy of orders from customers utilizing the organization’s internal, ERP systems and customer purchase orders.
  • Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
  • Receives inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues.
  • Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.
KEY ACCOUNTABILITIES AND RESPONSIBILITIES
  • Responsible for service to our customers and achievement of “On Time in Full” service.  
    • Drive the "Order Management Process" with our customers using all reported information and KPIs 
    • Develop structured order capture plans for direct accounts to improve overall supply chain efficiency via EDI or Email
    • Ensure smooth customer order processing/checking in the system within 24 hours by making sure that orders are compliant with order management guidelines
    • Collaborate closely with planning 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 to final customers, once physical shipment from the 3PLs is performed, by controlling in the system and/or gathering the data from the 3PLs.
    • 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
    • Ensure that customers approve any modifications in "requested shipping date”

  • Credit Block Process: 
    • In case order is blocked for credit: payments terms, credit limit, prepayment not yet registered in our system, etc. inform and coordinate with finance and sales department the action to unblock the order. 

  • Price Validation:
    • Ensure timely maintenance of missing prices within a sales order
    • Ensure proper manager release of sales order on a timely basis

  • Returns Process:
    • Depending on customer requests, price incorrect, product damaged, wrong IPC, etc.  entering the credit note in the ERP according to Bacardi Policies.
    • Check with 3PLs and Logistic Team the exact quantities returned to communicate to customers.
    • Coordinate with Logistic Team returned quantities are received in ERP system in order to issue credit to customer.

  • Scheduling Process
    • Scheduling delivery dates with customers via email/portal or another tool indicated by the customer.
    • Release of orders based on schedules provided by customers in alignment with 3PL and Logistics Team

  • 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.
    • 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.
    • 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:
    • Manage all complaints with customers properly and timely.
    • Ensure proper paperwork is complete and accurate.
    • Posting returns from customer and preparation of necessary documents.
    • Ensure proper closing of complaint in an effective and efficient manner.

  • Customers Master File:
    • Ensure the continuous update of all customer information: company name, billing address, delivery address, etc. on ERP system.
    • Setting up and testing of the system to ensure proper functionality on ERP system.

  • Develop and manage tactical and collaborative relationships with key customers in order to help deliver the long-term customer engagement plan
    • 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 

  • Ensure continuous improvements on the KPIs related to general service, order processing, and resolution/prevention of customer queries:
    • 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
    • Ensure sales orders are optimized by weight and stowage capacity
    • Develop own trade and industry knowledge

Skills and Experience

SKILLS - THE SKILLS AND EXPERIENCE NEEDED TO CREATE YOUR LEGACY
  • You have experience in Customer Service.
  • Global volume consumer goods & drinks experience highly desirable, but you may well have additional experience in other industries. 
  • SAP or any similar ERP knowledge.
  • Advanced knowledge on Excel
  • Order Entry Tool knowledge – Edicom, Neogrid and others (is a plus)
  • Advanced English (Spanish is a plus)
PERSONAL QUALITIES – SHARE OUR FOUNDER’S PASSION AND ENTREPRENEURIAL FLAIR
  • Leadership: Are an independent thought leader who isn’t afraid to question and always brings a robust point of view to the table.
  • Change Agility: You have a deep natural curiosity, desire to experiment and ability to effectively deal with the heat of change. You have a growth and learning mindset: ready to test, stumble, learn and apply from experience. Are comfortable navigating ambiguity to deliver results.
  • Belonging: You have a strong capacity to create a culture of ‘Belonging’, where people feel appreciated for who they are, what they do, and who they can become.
  • Self-Awareness: You have high levels of self-awareness, are reflective and know yourself well, understanding both your own strengths and weaknesses and your impact on others.
  • People Agility: You bring a deep ability to understand and relate to people and navigate through tough situations to harness and multiply collective performance. Confident without being arrogant, you have the backbone to have tough discussions when you need to.  You nurture your networks & build trusting relationships always operating with authenticity and transparency.
  • Results Agility: You demonstrate consistent delivery of results in first-time situations by inspiring teams, exhibiting a presence that builds confidence in yourself and others. Demonstrate resilience and tenacity in the face of critical business challenges. Have passion with a sense of urgency and have the ‘non-hierarchical’ gravitas to push through and deliver results.
  • Mental Agility: You can think critically to penetrate complex problems and expand the possibilities by making fresh connections. You think strategically whilst being execution focused and bring creativity to the challenges, you’re presented with. 

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.