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Bacardi

Careers at Bacardi

Customer Service Coordinator

Job Name

Customer Service Coordinator

Country:

Belgium

City:

Brussels

Function:

Operations - Supply Chain - Logistics

Reporting Line:

Customer Service Manager Benelux

Job type:

Full time

Lead recruiter:

Maria Gorczynska

About the role

YOUR OPPORTUNITY

A Customer Service coordinator provides reliable and professional customer care throughout the entire order to cash process. He/she is responsible for coordinating the customer service local force to ensure customers are managed in an efficient and effective way. This person needs to be customer-oriented and problem solving to support all CSRs to resolve any problem that our customers might face with accuracy and efficiency to ensure excellent service standards and maintain high Customer satisfaction. Know your customer and you will win the business. The customer service coordinator is responsible for creating customer partnerships. He/She will work on project to secure the E2E SC optimization, pursue continuous improvement. He/she needs to have analytical skills to identify issues and development areas as well as strong leadership to be able to coordinate the team and manage projects.

ABOUT YOU

We want people who are highly motivated, ready to commit & take the plunge to make their mark in a successful company.  This will be a career – not just a job!  We want the next generation of leaders to continue building the BEST brands in the drinks industry.

Responsibilities

RESPONSIBILITIES - WITH OUR CONSUMER AT THE HEART YOUR KEY FOCUS WILL BE
  • Responsible for the end to end Order-to-cash process:  execute daily, weekly and monthly checks on order process management 
  • Coordinate the customer service team to maintain focus on Customer Service standards and targets and ensure they can execute their daily task efficiently
  • Daily cooperation with S&OP and Logistics Team to manage out-of-stock situation
  • Ensure all reason codes are correctly used and reporting in SAP concerning in full and on time issues for OTIF tracking
  • Track customer service KPI’s (OTIF, returns, claims, ) to identify issues and corrective actions in coordination with other supply chain areas and internal departments (S&OP, Sales, Logistics, Finance)
  • Identify and assess customers’ needs and requests in coordination with line manager and sales
  • Build sustainable relationships of trust through open an interactive communication within the team, cross department’s and customers
  • Act as a customer single point of contact for all customer service subjects
  • Cooperate with Sales exchanging information on customers (e.g. service performance, out-of-stocks, claims, customer requests and other logistics projects) 
  • Put into action the good spirited Bacardi vision to become an even more sustainable supply chain.
  • Maintain and keep customer specific requirements up to date.
  • Manage day to day customer service and secure business continuation in operations with an effective back up scheme.
  • Super User for Order-to-Invoice process in SAP
  • Project Management (eg. OmPrompt, OTIF, EDI, Digitalization, …)
  • Order and invoice automation (EDI/Omprompt) and Material Determination management
  • Document and review regularly key customer supply chain information and procedures 
  • Conduct daily, weekly and monthly reports to monitor customer service activities from point of ordering till invoicing
  • Track and monitor performance levels, pro-actively highlight any areas of underperformance and propose development actions
  • Manage, analyze and share with the team and the business track of KPIs and performance 
  • Ensure compliance with corporate policies / SOX controls / Excise
  • Pricing governance and reconciliation according to company guidelines
  • Claims coordinator within Customer Service
  • Masterdata back up

Skills and Experience


THE SKILLS AND EXPERIENCE NEEDED TO CREATE YOUR LEGACY:
  • Track record of delivery in Customer Service including good experience with managing customer requirements.  Will ideally have a supply chain background including forecasting responsibilities. Customer demand planning experience preferred but not essential (VMI).
  • High levels of numeracy & logical reasoning; ability to assimilate & act on complex data & information. Excellent IT literacy.
  • Good interpersonal, communication & relationship management skills including ability to influence & communicate at all levels.
  • Service mindset, taking ownership to resolve customer issues with a proactive approach to issues & opportunities as well as understand the Financial impact of decisions.
  • Ability to build relationships & be a strong team player both within Customer & Bacardi.
Technical & Business Skills can include:
  • ERP (Experienced)
  • Reporting Tool (Foundation)
  • Dutch and French (Experienced)
  • English (Experienced)
  • Project Management (internal & External stakeholders)  - (Foundation)
  • External orientation (Foundation)
  • Planning Process e.g. S&OP, Inventory etc (Foundation)
  • Manufacturing/Operational & Copacking Processes (Foundation)
  • Market  Understanding and CS skills (Experienced)
  • Trade & Tax process (Documentation, …) (Foundation)
  • Business Financial skills (Foundation)
  • Logistics & Distribution Processes (Foundation)
  • Product Innovation (Foundation)

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.