LI #Onsite

YOUR OPPORTUNITY

This is a unique opportunity to be part of our global customer service team and play an important role in our organization.

You will drive the customer service digitalization and transformation journey.

You will build deep partnership at a global and local level, across Bacardi.

You will play a major role in coordinating various customer service activities across the teams, located worldwide, ultimately helping Bacardi to deliver against our BEST10 growth aspirations to support sales.

ABOUT YOU

You have  succeeded in customer service digitalization and have a track record in  delivering transformation.

You are highly enthusiastic and action-oriented person with strong interpersonal skills, having consumer and customer in your heart.

You are skilled at consistently building deep, trusting partnership with Teams across the Company (supply plants & markets).

You have solid technical skills, eager for new technology and automation.

RESPONSIBILITIES - WITH OUR CONSUMER AT THE HEART YOUR KEY FOCUS WILL BE

• Overseeing all aspects of the order-to-cash process with planning & customer service teams, located worldwide, ensuring it is in line with the Company’s standards;
• Driving order-to-cash digitalization to equip teams with the right tools and processes to provide best customer experience, facilitating continuous improvement in the customer service area, leading order automation, right first time order and other initiatives;
• Playing a key role in the OTC function, being a system key user and customer service process lead (member of OTC BPL network), ensuring users community is properly trained;
• Controlling order processing efficiency, making sure customer service teams are following OTC golden rules, including product allocation, minimum order quantity, plant order lead times;
• Participating in customer service specific activites, such as customer service SOX controls, closing and revenue recognition,  customer data governance, some specific reports in the global  planning and customer service area,
• Ensuring back up within the Team when appropriate.

SKILLS - THE SKILLS AND EXPERIENCE NEEDED TO CREATE YOUR LEGACY

• Business savvy and a good understanding of the consumer & customer needs;
• Demonstrate accountability and capability to work independently with confidence to ask for support when required;
• Ability to find effective ways of working within a matrix organization, and within a fast-changing environment;
• Administration skills, analytical skills, and close attention to detail;
• Ability to work with big amount of data;
• Managing stakeholder expectations in relation to delivery & execution;
• Willingness to work collaboratively with teams across different geographies and cultures;
• Language Requirements: fluent English;
• Bachelor’s degree in Business, Commerce, Logistics or equivalent;
• Minimum 3 years of customer service, preferably in FMCG environment;
• Key user  level in SAP SD, preferably being involved in SAP deployment
• Expert level in Excel, MS Office and project management tools
• Experience in deployment of automated order management solutions  and customer relationship management tools (i.e. Salesforce)
• Building Power BI dashboards will considered as a strong competitive advantage.

PERSONAL QUALITIES – SHARE OUR FOUNDER’S PASSION AND ENTREPRENEURIAL FLAIR

• 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. Authentic, approachable, empathetic, and inclusive style of communication & collaboration, with the ability to work with diverse, geographically spread teams across multiple time zones.
• 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. Rigour in execution of customer service activities and able to deliver with brilliance at pace. Integrity and hunger to be part of a winning team - working in close collaboration with other operations department towards a common goal
• 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. Tenacity and resilience to work through challenging hiring needs and multiple competing agendas in high demand/high speed situations.
• Fearless:  Adopting an agile mindset and being comfortable with trying new things and taking risks, without being reckless.

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. 

U.S. applicants have rights under Federal Employment Laws