YOUR OPPORTUNITY
- Vous êtes le point de contact principal pour les clients Gold et Silver (Top clients) ainsi que pour les équipes commerciales locales, en assurant une communication proactive et efficace.
- Vous avez pour mission de gérer les incidents , suivre les causes profondes des problèmes et coordonner leur résolution avec les parties prenantes internes.
- Vous travaillez en étroite collaboration avec les autres membres de l'équipe Customer Service Spécialiste du Service Client afin de garantir une prestation de service cohérente, une résolution rapide des problèmes et une bonne compréhension des priorités clients.
- Vous représentez le Service Client lors des réunions commerciales et des revues clients.
- Vous garantissez des niveaux de service différenciés conformément à la stratégie de service (selon le segment client).
- Vous collaborez avec les équipes de planification des ventes, logistique et commerciale pour assurer un service fluide de bout en bout.
- Vous gérez les initiatives de réduction des coûts de service (« Cost to Serve » ou CTS) en identifiant des leviers d'efficacité et en soutenant des décisions basées sur la création de valeur.
- Vous soutenez les programmes « Voix du Client » (VoC), Satisfaction Client (CSAT) et Score d’Effort Client (CES) afin d’améliorer l’expérience client et de favoriser une amélioration continue.
- Vous gérez les commandes et les litiges, en particulier au début, afin de s’approprier les procédures et les flux internes.
• Forte orientation client avec capacité avérée à construire et entretenir des relations durables.
• Excellentes compétences en communication (orale et écrite) en français et en anglais, pour interagir avec des parties prenantes diverses.
• Capacité à collaborer efficacement avec différentes fonctions et marchés pour améliorer l’expérience client.
• Esprit analytique avec expertise en analyse des causes racines et résolution de problèmes complexes.
• Solide connaissance des processus « order-to-cash » (SAP) en support des opérations client, un atout.
• Agilité en leadership, capable de s’adapter et d’influencer dans un environnement dynamique et en constante évolution.
• Capacité à gérer la complexité et à aligner des équipes transversales autour d’objectifs communs centrés sur le client.
Faire preuve de nos valeurs et d’une forte capacité d’apprentissage est essentiel pour réussir dans ce poste — et pour évoluer vers de futures opportunités chez Bacardi.
leadership agility
At Bacardi we care deeply about finding brilliant talent who can bring the following personal attributes to help elevate our 3Fs: Fearless, Family, Founder culture to the next level.
- 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
- 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.
- 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
Disclaimer: Bacardi seeks talent from all backgrounds to bring diversity of thought, agility and capability to our organization across the globe. We promote a working environment where all employees are treated and rewarded fairly. We do not tolerate any form of discrimination that adversely affects individuals or groups on the basis of national origin, race, color, religion, sex, gender, sexual orientation, marital status, disability, age, and any other legally protected aspect of a person's identity.
perks of working with us
- Competitive Pay Package
- Competitive Holiday/Paid Time Off, plus additional days offered ( i.e., volunteer day, allowing you to give back to the community)
- Retirement/Pension Plan
- Medical, Critical Illness, and Life Insurance
- Calm Meditation App subscription (free)
- Employee Assistance Programs
- Best-in-class, family-friendly, and inclusive leave policies
- Flexible work arrangements (depending on role/office/site location)
- Access to E-learning Platforms and Career Development programs
- Travel Discounts ( i.e., hotel and car rental)
- And much more!
The benefits /perks may vary depending on the nature of your employment with Bacardi, your work location, and are subject to change.
Some benefits may be subject to an employee contribution.
Some benefits may be fully or partially subsidized. Incentive plans are linked to the nature of your employment and can vary based on region, market, function or brand.
Be a Part of Our CultureOur Culture
BE Fearless
We empower our teams to question, challenge and innovate.
This means adopting an agile mindset, being comfortable with trying new things and taking risks, without being reckless.
BEHAVE LIKEFamily
We treat each other, and our communities, like family. Always.
We are all ‘Primos’ (Spanish for cousins) at Bacardi. Being part of the family gives you the support you need to be the best you can be.
THINK LIKE AFounder
The spirit of entrepreneurship is at the heart of everything we do.
Everyone at Bacardi sees this business as their own. We do the right thing for the business and take accountability for our work.
Life Inside BacardiCareer Stories
Be Fearless, act like a Founder.
Follow our Primos on their journey to success. Where did they start and what’s it like to work for Bacardi? You too can be part of our story.
