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Careers at Bacardi

Customer Service, CPFR and Logistic Manager

Job Name

Customer Service, CPFR and Logistic Manager




Tultitlan, Mexico


Supply Chain & Logistics

Reporting Line:

Senior Manager, Supply Chain Mexico

Job type:

Full time

Lead recruiter:

Penelope Vega Lopez

About the role

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, CPFR and logistics team. You will operate as a key business & strategic Supply Chain partner to the Mexico cluster.
You will partner with our external customers, sales and marketing teams, 3PLs & S&OP manager to develop strategies to radical improve customer experience and cost to serve, find productivity and cost opportunities, and streamline internal process.
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 supply chain 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. 


Responsible to provide best-in-class service, develop and manage strategic and tactical relationships with customers and their respective account managers to help deliver the long-term Customer Engagement plan. 

1. 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.

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

2. Customer Care: Direct listening channel to meet our customers, their concerns and needs.

Customers Master File:
o Ensure the continuous update of all customer information: company name, specifications of loadings, delivery address, etc.. on ERP system.
o Ensure 3PL and warehouse have the details per client.
o Setting up and testing of the system to ensure proper functionality on ERP system.
o Manage and develop the supply chain customer agreements (e.g. customer requirements, service plans and commercially negotiated SC deals).
o Hold regular internal key customer collaborative meetings and mange action plans.

Returns Process:
o Approve returns to clients and track reason codes. 
o Ensure all the documents are in ERP system. 
o Check with 3PL the exact quantities returned.
o Ensure returned quantities are recived in ERP system in order to issue credit to customer.

Market and internal communication:
o Ensure deep understanding of needs by liaising directly with customers.
o Provide strong support and information to the sales force for good management order flow.
o 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:
o 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.
o Ensure proper paperwork is complete and accurate.
o Ensure proper closing of complaint in an effective and efficient manner.

Collaborative Planning, Forecasting and Replenisment (CPFR):
o Lead CPFRs team, accountable for building and maintaining a collaborative relationship with the replenishment/inventory management teams at our retail trading partners and responsible for meeting customer in-stock targets.

3. Inventory: Reviewing and organizing inventory efficiently for sales orders.

o Communicate availability of products, innovations, constraints, production sourcing, repacks, labeling, etc. to customers and commercial team 
o Manage and report all the backorders. 
o Collaborate closely with planning and import to maintain product availability to agreed target and communicate risk. 

4. Continuous Improvement: Ensure continuous improvements on the KPIs related to general service, order processing, and resolution/prevention of customer queries.

o Identify and develop new opportunities for cost reduction, service improvement and supplier development.
o Analyze operating cost performance and identify explanations for variances
o Lead Supplier Performance Management (SPM) in order to achieve maximum 3PL performance based on agreed SLAs 
o Coordinate through the CL network the leading & delivery of Customer Logistics projects 
o Ensure all aspects of SAP set-up, administration, and maintenance are carried out in relation to customer service team requirements.
o Manage all customer service sales order management processes to meet or exceed SOX and performance standard compliance.
o Ensure customer service-related claims, credits, debits, and invoices are signed off in appropriate timeliness.
o Develop own trade and industry knowledge.
o SAP Super User for UAT testing, reporting of issues, validation of issue resolution, and training of new SAP functionality.
o New resources training and on-boarding.
o Generate Ad-hoc reporting and analysis requested by Management.
o Process requests for material master maintenance, SCC changes, obsolete IPC’s.

5. 3PL Operating Standards 

o Strategic contact to control and monitor the activities of 3PL (Logistics provider): conduct performance reviews and constantly looking to improve our distribution network.  
o Ensure 3PLs are best fit for Bacardi, can add value and operate high service to cost operations including running the tender, evaluation, & implementation teams. 
o Ensure critical success factors & threats are fully incorporated into eventual solutions 
o Develop strategies and initiatives to optimize cost to serve and provide clear visibility of the total logistic budget to identify opportunity areas.

6. Organization and People

o Responsible for the team development. (5 team members).
o Build and execute programs focused on Customer Service & Logistics.
o Support in data and information collection to prepare Logistics budget.
o 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.
o Perform periodic evaluations to ensure the continuity of the process, identify potential risk and take action on them. 
o 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.
o Develop and implement process policies (returns, rejects, back orders, re-invoice, etc.).
o Ensure team development and performance plans are in place and actively progressed. 
o Support engage and mentoring to customer service executives and CPFRs.
o Ensure that the team is engaged and have discipline in following up actions and driving accountability.
o Encourage the team to work together and to improve practices. 
o 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. 

7. Measure of Success

o Operational Excellence: Drive sustained improvement in logistics & customer service for the Cluster.
o Control and visibility of schedule, costs, and quality of operations.
o To organize and integrate supply operations with Bacardi Mexico's objectives.
o Develop a highly reliable team in operations, and influence and direct actions through third parties.
o KPI’s, for example:
o Distribution cost  ($x per 9LC)
o Perfect Serve - OTIF
o DSO (Days Sales Outstanding)
o OOS (Out of Stock)
o Sox Compliance
o Great Place to Work 
o External Survey results 
o Talent Development: Ensure CSL teams have clear and meaningful development plans in place and actively monitor and advance succession plans.

Skills and Experience

Bachelor’s degree or equivalent experience required.
You will have 5+ years’ experience in Logistics (National logistics) & Customer Service or related Supply Chain areas.
Experience in successful leadership of a team, with the ability to inspire and develop high performance teams.
Global volume consumer goods & drinks experience highly desirable, but you may well have additional experience in other industries. 
You will have experienced in working and managing 3PLs
Advanced English.
SAP or any similar ERP knowledge.
Advanced knowledge on Excel
Project Management (internal & External stakeholders): Team leader for complex internal or external projects with multiple parties involved. 
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 CPFR & CS skills: Has knowledge about customer processes and can propose internal improvements. 
Logistics & Distribution Processes: Strong knowledge about transport planning (inbound / outbound) and warehousing. 

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.