Customer Service Manager

At Guinness, we’ve never stopped looking forward. We’re continuing to build on our heritage and, with e-Commerce at the heart of everything we do, we’re creating our legacy for tomorrow. Join us and explore new ways ahead with digital sales channels, consumer insight and data. As you help us to keep shaking up the market with industry-leading solutions, you’ll transform your career too. We are the world's leading premium drinks business with an outstanding collection of beverage alcohol brands across spirits and iconic beer brands like Guinness. We believe in our brands and our people, we believe that a truly inspiring and diverse place to work is a must. We want you to join our team of passionate self-starters who believe the world is full of untapped opportunities. So if you get fired up about making a real difference as part of a winning team like we do then we want to hear from you.

Top Accountabilities:

• Leads and is responsible for production scheduling, financial and operational performance, inventory and material management, asset care and reliability, and project engineering for customer service and supply.

• Ensures high quality products are warehoused and shipped cost effectively through maximizing operational efficiency and reliability.

• Leads and supports brewery safety, sustainability, and environmental initiatives.

• Develops local strategies and tactics in alignment with the brewery and integrated supply chain strategic plan.

• Is key interface with distributors and field sales to ensure that brewery quality and service levels are exceeding distributor needs in collaboration with corporate customer service.

• Represents the brewery to our distributors and trade customers.

• Collaborates and coordinates with external and internal customers to ensure optimal customer service.

• Acts as the functional business owner for projects that impact the area of responsibility.

• Take personal ownership of all Customer/Consumer queries & issues and act as first point of escalation for resolution of Customer Queries.

• Build great business partnerships with Supply, Commercial, Marketing, Finance and Quality colleagues.

• Ability to optimally prioritize customer issues and build on customer knowledge when making decisions.

• Ability to build great relationships with customers.

• Takes full ownership for delivering on promises, speaks up when operational standards are not accomplished.

• Act as the main responsible for the tracking and status of each order.

• Ensure continuous delivery of customer orders On Time and In Full.

Qualifications and Experience Required:

• Minimum Bachelor’s degree in Business Administration, Customer care, Sales/Marketing, Supply chain or relevant field.

• Graduate qualification, preferably a master's degree with an emphasis in related areas such as Customer Service and Attention, Sales, Marketing.

• Minimum experience of 5 years in similar positions in Management (preferred).

• Possess a proven track record of achievement in a high speed, high volume manufacturing environment.

• Excellent commercial or business acumen.

• Strong Projects management and Presentation skills.

• Budget management and cost control skills.

• Effective communication skills / interpersonal understanding.

• Motivational skills and an ability to supervise and lead a team of customer service assistants.

• Knowledge of SAP and Sales Force/CRM tools is a significant advantage.

• Ability to build strong working relationships with colleagues as well as internal and external stakeholders.

• Good team player

• A commitment to improve your customer service skills on an on-going basis.