Customer Care Manager - FTC

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Asahi UK (AUK), part of Asahi Europe & International Ltd, aims to enrich consumer experiences through innovation, high-quality service and an exceptional portfolio of premium beer, ale and cider brands including, Peroni Nastro Azzurro, Asahi Super Dry, Meantime, Fuller's London Pride and Cornish Orchards. Our aim is to be the leading super premium beer business in the UK, through a brand mix that creates a compelling proposition. At AUK we operate as an end to end business unit responsible for sales, marketing, customer operations, production, supply chain and wholesale operations in the UK & Ireland. For further information, visit www.asahibeer.co.uk
Asahi Europe & International is a subsidiary of Asahi Group Holdings Ltd, a global beverage and food company listed on the Tokyo Stock Exchange, Japan. Employing > 12,000 people, Asahi Europe & International is the custodian for leading super premium lager brands Peroni Nastro Azzurro, Grolsch, Asahi Super Dry, plus international Czech lager brands, Pilsner Urquell and Kozel. The business has world-class brewing and production facilities in 8 markets - UK, NL, ITL, PL, CZ, SK, HU, RO. In most of these markets, we are the leading brewer with full portfolio of famous brands. Commercial operations in other parts of Europe, USA, Canada, LatAm, Africa and Asia are served through our global distribution network. With state-of-the-art facilities, some of the best brewers in the world, quality ingredients, and a culture based on innovation and collaboration, Asahi offers the best quality of beer to beer lovers worldwide. More information can be found at www.asahiinternational.com
Customer Care Manager - FTC
Asahi UK are currently recruiting for a Customer Care Manager to join our Supply Chain function on an initial 6 month Fixed-Term Contract.
The Customer Care Manager is responsible for the execution of all supply chain service activities, administration and reporting related to the order to cash cycle on all beer deliveries. Ensuring that all Customer and Consumer queries are handled effectively, and pro-actively communicating with customers.
Key Accountabilities
The Customer Care Manager is responsible for the following key outputs and accountabilities:
Manage manual and automated system order processes; suggest and implement process and system improvements where necessary.
Ensure that all orders are invoiced accurately, and any credits are completed in a timely basis in line with financial requirements - i.e. "month end". Resolve credit queries with the credit control team to achieve this.
Proactively manage the order process from start to finish on the ERP system, ensuring all orders captured accuracy and conform to Asahi's shipping and MOQ requirements.
Educates customers on rules of supply such as lead times, MOQs, product information, delivery dates etc
Analyse data and responding to customer questions in a timely manner, with urgency
Support the accurate capture of order incidents to support the 3PL's
Responsible for management and execution across the team of multiple email accounts including, set up for new customer accounts, consumer queries, and administrative support and automated orders management.
Achieve On Time and In Full-service metrics for all customers by coordinating delivery of goods for orders with the wider business planning, logistics, sales and finance
Manage the end-to-end process for all external events
Following up on requests, tracking and routing shipments and orders, preparing reports
Set the right impression as first point of contact with customers and consumers over the phone and via email; displaying excellent communication skills, manage queries and solve problems in a timely manner.
Escalate challenges or concerns from customers to the CS Manager when needed for immediate customer service resolution
Build and maintain relationships with internal and external customers; listen to their needs and act on it. Make decisions to enhance the customer experience and deliver the perfect order.
Attend customer and sales team meetings to drive Asahi's Supply Chain profile and bolster collaborative relationships for success. Prepare and provide accurate reporting for review with internal customers.
Achieve 95% service level to all customers
Deliver 2024 marketing and commercial plans
Additional responsibilities to support other activities
Experience Required
Customer or supplier relationship management exposure
Experience in a high volume, detailed and process driven organisation
System experience in an ERP environment and intermediate excel skills
Highly organised with excellent attention to detail
Experience and knowledge of using SAP
Intermediate Excel skills
Key Attributes of the Successful Person
Excellent communication and interpersonal skills
Able to clearly and productively communicates ideas, plans and priorities to others in a commercially sensitive manner
Is able to tailor the manner of communication to take into account the very different groups of people communicated with.
Strong analytical skills able to make the connections in data, events and trends.
Highly organised with excellent attention to detail
Strong interpersonal skills
Ability to work under pressure
Drive and determination with a willingness to learn
We are committed to nurturing a workplace where we celebrate and respect difference, and support everyone to be true to who they are! At Asahi Europe and International we believe you can SHINE AS YOU ARE - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs. We want to support you to be courageous in your individuality and to know that whoever you are and whatever your circumstances, you can belong with us without having to conform.
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