Manager Regional Customer Support

Heineken USA Operations aims at strategically supporting business growth and delivering value through the operational execution of supply chain activities. Operations are responsible for all supply chain activity including demand forecasting, supply planning, inventory management, customer services, and logistics. The Customer Support Manager role has the responsibility for coordinating the order fulfillment process for HUSA Brands, through different supply chain models. The role has the responsibility to ensure Distributors orders are delivered on time and in full, ensuring optimal costs. The role is also responsible for ensuring issues and queries are resolved in a timely manner. The role works collaboratively with key business partners to ensure effective customer service is provided to HUSA Distributors, with a high level of interaction with Distributors, Warehouses Demand Points, Transportation Providers, Commercial Teams, Finance, and other Operations functions to identify and meet business requirements at an operational level.

Key Responsibilities:

The Customer Support Manager will contribute to the Heineken USA vision of excellence by supporting Distributors and the Commercial Team in delivering excellent customer service. The role exists in a performance-oriented culture that requires the ability to problem solve and to make quick decisions. The role will be required to achieve the following deliverables including but not limited to:

• Order to Fulfillment Process
• and ensure the customer order fulfillment process from order placement to delivery
• customer centricity through the evaluation and re-design of business processes.
• customer orders are timely processed by the team, following the applicable procedures.
• (or escalate) incidents compromising timely fulfillment of customer orders.
• order modifications and cancellations
• product and/or service availability
• feasibility and coordinate innovation/renovation initiatives.
• and maintain a process to record requirements and applicable regulations for customers/markets.
• customer supply chain metrics on ordering to improve the customer journey
• and implement best practices that improve customer service strategies and voice of the customer
• with planning, logistics, quality, and new product teams on customer value improvement projects.

• Distributors Request, Queries, and Claims
• a timely resolution to customer orders and claims in adherence with service strategies and KPI’s
• and route Distributors requests and inquiries
• and respond to Distributors requests and inquiries
• and negotiate claim and deduction with Distributors
• root cause analysis and prepare chargeback invoices (if applicable)
• dispute/deduction adjustments and write-off balances
• KPI’s when they are off target for root-cause analysis

Basic Qualifications/Requirements:

The role requires a customer service driven and analytically minded professional with the necessary capabilities to ensure the successful delivery of the role requirements and deliver sustainable business value.

Role Profile

Educated to Degree Level (Supply Chain, Manufacturing, Business, Finance or another relevant subject)

5+ years’ experience in Operations / Supply Chain within the Consumer-Packaged Goods (CPG) Industry

Customer Service background

Core Skills

Strong communication and relationship skills

Detail oriented with the ability to analyze information and make recommendations

Ability to explain complex process in understandable terms

Ability to translate complex data into accessible information

Ability to work cross-functionally

Ability to work in a fast-paced environment

Understands the importance of high-touch customer service in a B2B environment

Promote customer loyalty

Technical Skills

Microsoft Excel and PowerPoint Skills (Access a plus)

Experience working with SAP

Knowledge of inventory management and logistics a plus

Other

Knowledge of Alcoholic Beverages preferred

Fully conversant in written and spoken English; Spanish a plus

HEINEKEN Leadership Expectations:

Connect

Shape

Develop

Deliver

Role Model

Heineken USA Inc., the nation's leading high-end beer importer, is a subsidiary of HEINEKEN International NV, the world's most international brewer. Key beers and ciders imported into the U.S. are Heineken®-- the world's most international beer brand, Heineken® 0.0, Heineken® Light, the Dos Equis Franchise, the Tecate Franchise and Strongbow Hard Apple Ciders. HEINEKEN USA also imports Amstel Light, Red Stripe, Tiger, Carta Blanca, Bohemia, and many more. For the latest, follow us on Twitter @HeinekenUSACorp, or visit HEINEKENUSA.com.

We are a proud family with rich heritage and history. We are passionate about the beer and cider that we sell. At our core we are pioneers, mavericks, and entrepreneurs. We connect people by creating meaningful experiences and memorable moments. Every day you have the opportunity to be extraordinary and leave your mark.