Customer Service Coordinator

3 meses atrás

Barueri, Brasil Campari Do Brasil Ltda Tempo inteiro

Campari Group today is a major player in the global branded spirits industry, with a portfolio of over premium and super premium brands, marketed and distributed in over markets around the world, with leading positions in Europe and the Americas.

Headquartered in Milan, Italy, Campari Group owns plants worldwide and has its own distribution network in countries, and employs approximately 4, people.

Shares of the parent company Davide Campari - Milano are listed on the Italian Stock Exchange since 1. Campari Group is today the sixth-largest player worldwide in the premium spirits industry.

Empresa: Campari do Brasil Ltda.

Cargo: Coordenador/a de Customer Centricity

Local: Alphaville

Reporte direto: Reporte Funcional para Gerente de Customer Service e Logística

Área de Responsabilidade (global, regional ou local): Local

Descrição Geral

Suporte à gestão do relacionamento com o cliente, colocando cliente no centro da estratégia, visando melhorias sob serviço e atendimento as necessidades dos clientes, atrelados aos objetivos da Campari.

O Colaborador participará de reuniões e fóruns junto aos clientes, com o objetivo de estreitar relacionamento, buscar a evolução do serviço e processos de atendimento junto aos clientes, identificando oportunidades e levantamento das causas raízes dos problemas identificados junto aos clientes, de dados, formatos e informações que venham do campo e que podem ter impactos ao serviço.

Responsável na apresentação de indicadores de performance de nível de serviço junto aos clientes (OTIF, In Full, On Time, OSA, Fill Rate, Customer Case Fill Rate, Loss Tree Analysis e Order Cycle Time) permitindo a comunicação correta do serviço e oportunidades de melhorias em atividades do cliente ou área comercial que possam melhorar o serviço prestado.

Missão/Objetivos da Função

Garantir a correta interpretação das necessidades e expectativas de serviços de atendimento dos clientes dentro da cadeia de suprimentos, bem como execução e suporte de ações e melhorias focadas no serviço do pedido.

Principais responsabilidades/ Atividades

1. Suporte a gestão do nível de serviço dos clientes;

2. Participar em visitas aos clientes, liderando temas de melhoria contínua e apresentação de resultados;

3. Tratar assuntos críticos sendo a referência do cliente para melhoria do atendimento e mudanças em processos com impacto na cadeia de abastecimento e pedido do cliente;

4. Implementar piloto e gerenciar controle do OSA ( On Shelf Availability ) no modelo CPFR sempre buscando soluções para alcançar níveis melhores no indicador e efetividade nas ações, como ajuste de estoque, lead time, forecast;

5. Participar da agenda colaborativa interna junto ao time de vendas, para entender as ações e suas sazonalidades, visando o planejamento desde a emissão do pedido junto ao cliente (no prazo e quantidade corretos ) até a entrega e disponibilidade do produto para o consumidor final;

6. Colaboração junto ao planejamento de demanda, dando visibilidade de ações e necessidades do campo, propiciando um melhor sinal da “voz do cliente” internamente, pensando em um melhor serviço junto ao cliente;

7. Ser o contato do cliente trazendo eventuais oportunidade sobre os aspectos logísticos ou para pontos que afetam a performance de um serviço junto ao cliente;

8. Colher informações dos processos logísticos dos clientes, para interface com a área logística e comercial seguindo a melhor especificações para realização das entregas.

9. Participação na implementação do sistema SAP C4C e interface aos clientes

Principais Contatos

Interno: Customer Service,Logística, Vendas, Planejamento e Finanças.

Externo: Clientes

Experiência Necessária

Experiência na área de Customer Service/Centricity, Logística e/ou Vendas

Nível Educacional / Qualificações necessárias

Superior na área de Engenharia, Administração, Logística,

Competências

Funcional/Comportamental

Forte capacidade de relacionamento, persuasão e inteligência emocional

Excelente poder analítico

Boa comunicação interpessoal

Solução de Problemas

Conhecimento e vivência sólida da área de SC, principalmente na área de customer service

Técnica

Pacote Office

Inglês avançado ou fluente

 Conhecimento em SAP R3/Hana e SAP C4C

 Conhecimentos em Power BI

Our commitment to Diversity & Inclusion:

At Campari Group we believe in building more value together, thus we see diversity in all forms as a source of enrichment. Our employment policies and practices ensure that we are committed to providing equal employment opportunities in all aspects of employment without regard to any individual’s race, religion, creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, sexual orientation, gender identity or characteristics or expression, political affiliation or activity, age, veteran status, citizenship, or any other characteristic protected by law.

Note to applicants:

Your application will be assessed based on your abilities, expertise, general knowledge and experience, not because of any confidential, proprietary or trade secret information you may possess. You must not disclose to Campari Group any such information. In the event that you are asked a question that cannot be answered without disclosure of any confidential, proprietary or trade secret information (including from a current or prior employer or their vendors or customers), you must decline to answer the question.

Notice to third party agencies:

Please refrain from cold-calling or emailing our executive leadership team or the HR community directly. The Talent Acquisition department manages centralized recruiting operations globally, including the selection and management of external suppliers. Currently, our preferred supplier list is at full capacity. To ensure we have your information on file for future consideration, we kindly request that you complete the online form provided .

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