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Bacardi

Careers at Bacardi

Senior Customer Service Specialist

Job Name

Senior Customer Service Specialist

Country:

Switzerland

City:

Geneva

Function:

Operations

Reporting Line:

Senior Manager Global Customer Service

Job type:

Full time

Lead recruiter:

Silvana Bossi

About the role

YOUR OPPORTUNITY

This is a unique opportunity to be part of our global customer service team and play an important role in our organization.
You will build deep partnership at a global and local level, across Bacardi.
You will play a major role in coordinating various customer service activities across the teams, located worldwide, ultimately helping Bacardi to deliver against our BEST10 growth aspirations to support sales.

ABOUT YOU

You are highly enthusiastic and action-oriented person with strong interpersonal skills, having consumer and customer in your heart.
You are skilled at consistently building deep, trusting partnership with customer service teams, markets and operations leaders.
Structured, focused and organised as you navigate multiple high priority tasks.
You are solution oriented with a fantastic attention to detail, great listening skills and proactive approach to anticipating business needs.

Responsibilities

RESPONSIBILITIES - WITH OUR CONSUMER AT THE HEART YOUR KEY FOCUS WILL BE
  • Overseeing  all aspects of the order-to-cash process with  Tradall customer service teams, located worldwide, ensuring it is in line with the Company’s standards;
  • Controlling order process efficiency, making sure that the teams are  respecting  product allocation, minimum order quantity, plant order lead times  and other OTC golden rules;
  • Playing  a key role in the OTC function, being a system key user and Tradall process lead;
  • Driving  continuous improvements in the customer service area , leading order automation implementation and other initiatives;
  • Leading Tradall closing activities, ensuring smooth month/quarter/ year end financial reconciliation and proper revenue recognition; 
  • Owning  Customer service SOX controls, ensuring that the process are robust and no deficiencies raised;
  • Driving quarterly cut-off and NSV monitoring in coordination with regions and plants, ensuring that possible risks are identified at early stage and all stakeholders are properly updated; 
  • Owning specific reports in the global customer service and logistics area, making sure they are properly updated and published on-time, including but not limited to: OTC global dashboard, backlog monitoring, open orders vs forecast 
  • Coordinating the annual price list revision globally across customer service teams;
  • Coordinating placement of sample orders to support new product developments in the markets;
  • Owning customer master data governance, ensuring that data in Bacardi systems is correct and up to date.  

Skills and Experience

SKILLS - THE SKILLS AND EXPERIENCE NEEDED TO CREATE YOUR LEGACY
  • Business savvy and a good understanding of the consumer & customer needs; 
  • Demonstrate accountability and capability to work independently with confidence to ask for support when required;
  • Ability to find effective ways of working within a matrix organization, and within a fast-changing environment; 
  • Administration skills, analytical skills, and close attention to detail;
  • Ability to work with big amount of data;
  • Managing stakeholder expectations in relation to delivery & execution;
  • Willingness to work collaboratively with teams across different geographies and cultures;
  • Language Requirements: fluent English;
  • In depth understanding of international trade principles, including Incoterms and free trade agreements;
  • Bachelor’s degree in Business, Commerce, Logistics or equivalent;
  • Minimum 3 years of customer service, preferably in FMCG environment;
  • Good knowledge of MS Office and SAP, expert in Excel,  experience with building Power BI dashboards will be a strong competitive advantage. 

PERSONAL QUALITIES – SHARE OUR FOUNDER’S PASSION AND ENTREPRENEURIAL FLAIR
  • 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. Authentic, approachable, empathetic, and inclusive style of communication & collaboration, with the ability to work with diverse, geographically spread teams across multiple time zones.
  • 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. Rigour in execution of customer service activities and able to deliver with brilliance at pace. Integrity and hunger to be part of a winning team - working in close collaboration with other operations department towards a common goal 
  • 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 
  • 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. Tenacity and resilience to work through challenging hiring needs and multiple competing agendas in high demand/high speed situations.
  • Fearless:  Adopting an agile mindset and being comfortable with trying new things and taking risks, without being reckless.


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.