Customer Service Manager in Kingston upon Thames

Sazerac Company Overview

Build your career at Sazerac! With a long history, Sazerac is an independent, American family-owned company with operations in the United States and around the world. Sazerac produces and markets award-winning bourbons and whiskeys, including Buffalo Trace, Pappy Van Winkle, Eagle Rare, Blanton’s, Traveller, and Sazerac Rye. The company also owns brands across a range of spirits, including Fireball, Svedka, Wheatley, BuzzBallz, Southern Comfort, Seagram’s V.O., Myers’s, Goldschläger, Parrot Bay, 99 Brand, and Platinum Vodka.

Job Description / Responsibilities

The Customer Service Manager will work within the UK & Ireland Operations team based in Kingston Upon Thames, London. The role is hybrid, with 3 days per week in the office. Occasional travel will be required to the office in Dublin, Ireland.

• Sales Orders

• Oversee day-to-day activity of the customer service team, ensuring orders are processed accurately and on time.
• When required, step in to help the team with processing of sales orders.
• Ensure communication on service issues is investigated with the planning team and escalated with the customer kept informed. Account managers are engaged to ensure alignment on issues and resolutions.
• Proactive management of supply issues / closures with customers, via email or using customers’ own systems to manage (e.g., Tesco connect).
• Maximise the use of EDI order processing, and maintain it to avoid errors.
• Ensure smooth integration of our ERP system (Oracle) with no impact to customers.

• Customer Service

• Oversee prompt and quality communication with customers; queries are responded to quickly and to completion. Customer queries are responded to within 2 hours.
• Ensure orders are delivered On Time & In Full, holding 3PL provider to account. Target service level is 99%.
• Provide weekly and monthly service reporting for internal and customer reporting requests using internal data and data from 3PL and customers.
• Manage customer setup within the ERP system, understanding customer specifics such as duty status.

• Quality And Credit

• Analyse the team’s reporting on customer and consumer complaints, identify trends, and escalate as needed.
• Manage customer returns promptly and report root causes.

• Reporting

• Maintain the product database for the UK & Ireland business.
• Ensure correct management and coding of shortages to customers within the Oracle ERP system to support accurate reporting.
• Collate and issue monthly service reports.
• Maintain strong relationships with the sales team and gather feedback to optimise processes and obtain data as required.
• Foster outstanding customer relationships and build the company’s reputation by adapting to customer needs.

• Drive For Change

• Focus on continuous improvement, learning, and adapting to avoid repeating mistakes.
• Demonstrate a positive can-do attitude and willingness to take ownership of change.
• Support and develop team members to drive performance improvements for individuals and the team.
• Optimise processes internally, with 3PL and with customers to drive efficiency.

• Qualifications / Requirements

• Proven experience as a Customer Service Manager in FMCG with 3+ years at this level.
• High level of technical capability in ERP systems, product databases, and EDI among other systems.
• Proactive problem solver with great attention to detail.
• Ability to work independently and prioritise tasks in a fast-paced environment.
• Excellent communication, organisational, and multitasking skills, both internally and with customers.
• Able to lead a team, support them, hold them to account, and drive results.
• Forward thinking, able to manage multiple tasks while modernising and automating processes to be best in class.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other
• Industries: Beverage Manufacturing, Wholesale Alcoholic Beverages, and Wholesale Food and Beverage