Customer Service Analyst

2 semanas atrás

Sao Paulo, Brasil Bacardi Tempo inteiro

YOUR OPPORTUNITYThis 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 YOUYou 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
- 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
- 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, market

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