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Director, Customer Service

Company: Heineken USA
Location: White Plains
Posted on: October 31, 2018

Job Description:

About the Role:
Heineken USA Operations aims at strategically supporting business growth and delivering value through the operational execution of supply chain activities. Operations are responsible for all supply chain activity including demand forecasting, supply planning, inventory management, customer services and logistics.The Director, Customer Service is a key position within Operations, with end-to-end responsibility for Customer Service. The role has responsibility for ensuring that the right product gets to the Distributor at the right time for all of Heineken's portfolios and will drive all Customer Service optimization strategies, through management of the Regional Customer Support Managers.Key Responsibilities:
--- Customer Service collaboration across various business partners and sets the joint end to end supply chain improvement agenda, in close collaboration with Commercial Teams across the business
--- Supervise and coordinate staff in support of key strategic and operational teams:
--- Managing the day-to-day customer service department, including Order Management (from Order to Billing) and Customer Relationship Management (Query & Complaint Management)
--- Responsible for the coaching/leading and interpersonal relationship and performance management of all direct reports.
--- Establish a strong environment of operational/supply chain expertise combined with commercial understanding by effectively managing and leading local and remote teams.
--- Provide strategic leadership for the Operations team, including maintaining a high-performance culture supported by proper motivation and talent development
--- Ensure the development and execution of (an) operational logistics plan(s) in order to ensure efficient and effective flows of goods throughout the whole supply chain
--- Ensure the development and maintenance of appropriate processes and tools in support of our business. Ensure optimal balance of inventory levels (safety stock) and working capital optimization across the value chain. Focus on process improvements and ensuring consistent and effective policies and procedures across the supply chain function.
--- Maintaining our strong platform for measurement of performance, including operational target setting and continuous measurement and improvement.
--- Strategically assess opportunities to streamline operations, systems and processes to seek opportunities to reduce costs and/or improve service levels.Strategy:
--- Implement the Global Customer Service roadmap including Logistics trade terms, cost to serve, and Customer Service Operations across all channel segmentations
--- Leads the process of Customer Service Strategy Development and Deployment and constructs 3 Year Customer Service Vision, leading annual refreshing of plans.
--- Develop and monitor, while ensuring execution of Customer Service Strategy and plan to deliver optimal balance of service levels and cost as % of revenue.
--- Use TPM methodology and Customer Value Pillar as tool-kits for continuous improvementBusiness Relationships:
--- Supply Chain Business partner with Sales Organization, bringing the voice of the customer uniting the Operations Team
--- The interface with Customer Supply Chain teams, managing customer relation, leading joint initiatives and developing partnerships
--- Organizes and conducts regular CS&L visits to Customers
--- Ensuring internal alignment both upstream with Production and Logistics and downstream with Sales and Finance for all Sales Channels
--- Enable mutually beneficial business relationships through needs identification and the delivery of business requirements
--- Collaborate with business stakeholders to Identify and resolve any critical issues impacting the business
--- Contributes to the Global Customer Service capabilities and community
--- Includes both key internal and external relationships:
--- Heineken USA - Key business functions including Operations, Finance, Commercial, IT, Other
--- Heineken Business Units - Regional and Heineken Supply relationships
--- Distributors - Key relationships within the Distributor Network
--- Other Stakeholders - Including Support Partners and any other key stakeholdersBasic Qualifications/Requirements:
--- Bachelor's degree or international equivalent
--- 10+ years of customer service experience (including 2 years at manager level or above)
--- Continuous improvement and project management skills
--- Minimum 2 years of CGP experiencePreferred Qualifications:
--- Knowledge of Beer Industry HEINEKEN Leadership Expectations:
--- Connect
--- Shape
--- Develop
--- Deliver
--- Role Model JG: 25
HEINEKEN USA Inc., the nation's leading upscale beer importer, is a subsidiary of Heineken International NV, the world's most international brewer. European brands imported into the U.S. include Heineken-- Lager, the world's most international beer brand; Heineken-- Light; Amstel Light; Newcastle Brown Ale; and Strongbow Hard Cider. HEINEKEN USA (HUSA) also imports the Dos Equis portfolio, the Tecate portfolio, and the Carta Blanca and Bohemia brands from Mexico.We are a proud family with rich heritage and history. We are passionate about the beer and cider that we sell. At our core we are pioneers, mavericks, and entrepreneurs. We connect people by creating meaningful experiences and memorable moments. Every day you have the opportunity to be extraordinary and leave your mark. For the latest information on our company and brands, follow us on Twitter @HeinekenUSACorp, or visit HEINEKENUSA.com.We Brew Experiences That Inspire Legendary Lives.

Keywords: Heineken USA, White Plains , Director, Customer Service, Executive , White Plains, New York

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