ABOUT FOSTERS WINE ESTATES AMERICAS:
As a premium global beverage company conducting business across 150 countries, Foster's offers an exciting and diverse portfolio of career opportunities. Our people are innovative, passionate and energetic - working as one team with one high-performance culture.
Foster's is committed to creating an 'inspiring workplace' which attracts and retains highly skilled people. At Fosters, we recognize and value employee diversity.
Don't let this great opportunity to work with a dynamic and energetic group of individuals pass you by, please apply now! EEO/AAP.
PURPOSE OF ROLE
To add value to our superior products by providing superior customer service through the development and implementation of customer service strategy & programs; continuously improving upon processes; development & implementation of key systems; and leading & mentoring the customer service team.
DIRECT REPORTS
3 Customer Service Zone Managers (Direct Reports)
14 Customer Service Representatives (CSRs) - (Indirect Reports)
KEY RESPONSIBILITIES & ACCOUNTABILITIES include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
G&A budget management accountability of ~$1.2mm
Development & implementation of a customer service strategy, including, but not limited to:
o Defining appropriate roles & responsibilities of customer service team members
o Development & implementation of key customer service programs & supporting systems
o Development of key performance indicators & measures of success in effectively delivering service to Fosters customers
o Development of key business management indicators (e.g. order accuracy performance, lines entered per CSR)
Interface with Sales & Marketing to ensure understanding of sales / marketing programs & strategies to ensure that CSR team provide effective support
Development & implementation of continuous improvements and processes that include, but are not limited to:
o Improving effectiveness & productivity in order management & customer support
o Using standardization of processes as a foundation for improvements
o Continuous reduction of order lead time
o Continuous improvement of order & billing accuracy
Development & documentation of Standard Operating Procedures (SOPs) ensuring updates are executed as appropriate
Development & execution of customer service training programs, including but not limited to:
o Customer requirements gathering & knowledge
o Product & wine education / knowledge
o Customer communication & sales approach
Ensure preparation & quality management of import documents in accordance with government regulations & procedures
Lead CSRs accountable for processing & billing wine orders from distributors and customers
Provide support and interface with customers and sales force regarding orders, product availability, limited release products, and label issues.
Support product allocation process through the tracking of allocated wines & associated volumes
Maintain reports related to vintage, new products and item codes
Track progress of orders through the demand chain process - ensure all orders are accounted for
Assist Finance in the prompt processing of Credits, Debits and Transfers between customers
Perform in a fast-paced environment using team building skills to handle peak shipping periods and deadlines
Prioritize daily tasks and projects to meet department needs and deadlines
Works with other departments within Supply Chain to ensure functional / financial objectives are met or exceeded
Participates on special projects as needed
Complete any additional duties as required within the position
QUALIFICATIONS & EXPERIENCE: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, experience and/or abilities required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, experience and/or abilities required.
Bachelors Degree or Equivalent Experience
Minimum 5 7 years experience in Customer Service and/or Supply Chain experience in the wine or consumer packaged goods industry
Minimum 5 7 years experience in leading teams with direct reports
Proven abilities in leading teams through change both organizational & procedural
Strong customer focus
Experience in development & implementation of order management systems
Proven abilities in process design, development & implementation
Proven abilities in strategy development & implementation
Proven abilities in leading and developing a continuous improvement & performance culture
Experience in understanding/application of LEAN principles preferable
Creative and progressive problem solving capabilities
Analytical capabilities to identify trends & understanding of key drivers of cost & service improvements
Strong abilities in Microsoft Office Suite, including Word, Excel, Power Point, Project
JD Edwards & MARC experience preferable
Effective written and verbal communication skills required
Highly organized, accurate, and detail oriented
Ability to foster a positive work atmosphere
Proven abilities in the development & coaching of team members
Must be a person of high integrity, commitment, and possess a strong work ethic.
Must be able to work independently and with little supervision.
Bi-lingual - Spanish Speaking a plus
WORK ENVIRONMENT: The physical demands described below are representative to successfully perform the essential job functions. The following percentages are given in terms of an eight-hour workday. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment
75-85% time spent between desk/computer work and meetings.
15-25% time require walking, standing and bending
KEY RELATIONSHIPS (Who does the role interact with?)
Internal
On a daily basis:
Sales in field: product availability, release, order update
Logistics: availability of products, status of work orders & orders
Finance: Credit note, credit hold,
Sales: product availability, release
Marketing: Allocation
External
U.S. Customers
US Federal Agencies: export & registration documentation
KEY DECISION MAKING IN THIS ROLE:
Problem solving for service resolution & continuous improvement
Strategic decision making to ensure progression of customer service team to support region strategy
Team development & performance accountability
KEY CHALLENGES IN ACHIEVING GOAL(S): (What are the key challenges faced by this role in meeting its goals/objectives)
Working cross functionally with logistics & planning related to product availability
Working cross functionally with pricing department to ensure that pricing accuracy is executed
Working with sales & customers to identify and catalog customer requirements
Working cross functionally with supply & finance to ensure that customer requirements are met
TO APPLY:
If you are interested in this position please apply online. Go to
http://searchjobs.fweacareers.com/ to submit your resume and please include your salary requirements.
No relocation assistance is available for this position. No recruiters or phone calls, please.
- Compensation: Competitive
- Principals only. Recruiters, please don't contact this job poster.
- Please, no phone calls about this job!
- Please do not contact job poster about other services, products or commercial interests.