Supply Chain and Customer Services Supervisor - Pernod Ricard

The Supply Chain and Customer Services Supervisor manages the orders of Pernod Ricard’s 70+ customers in the West and Central Africa Region and ensuring all orders are processed and delivered on time and in full, and to high standards.

Working closely with customer contacts to ensure that a solid relationship is maintained and achieved during periods of both good and poor customer service and to provide support to the Head of Supply Chain.

MAJOR RESPONSIBILITIES / ACCOUNTABILITIES

CUSTOMER SERVICE AND LOGISTICS

MANAGE CUSTOMER ORDERS

• Effectively fulfil all Customer requirements making sure the team is aligned with Customer expectations at all times
• Manage all processes relevant to the movement of orders from Brand Owners/ Warehouse to the various customers
• Ensure a maximum level of Customer Service through the development and maintenance of Order fulfilment best practices
• Monitor and ensure delivery of Value-Added Packs (VAPs) and POS to various markets according to projections with Sales and Marketing teams
• Ensure that the required import documentation is issued or obtained from brand owners, Affiliate companies and/or State Agencies.
• Advise on Incoterms and other compliance issues that are country specific e.g. pre-inspection.
• Invoices issued correctly and shared on time for timely recovery of debt
• Making our “Customer’s agenda, our agenda” while ensuring compliance to Pernod Ricard standards
• Continuously reviewing customer activity, analyse data, and identify trends taking corrective action and modifying procedures where necessary
• Ensure proper management of stock held at any appointed 3rd party logistics service provider as per forecast, replenishment and dispatch instructions.
• Resolution of customer service issues and also track and monitor Claims, Returns and Refusals.

STAKEHOLDER RELATIONS

MANAGE CUSTOMER SERVICE AND LOGISTICS COORDINATORS

• Management of Customer Service team
• Coaching, giving feedback, appraising and delegating to CS Coordinators to ensure their development and maximum output
• Ensuing Objectives are set with measurable deliverables
• Conduct a midyear and yearly performance review per the Company’s set timelines

DEVELOP A COLLABORATIVE RELATIONSHIP WITH SALES AND MARKETING

• Sales kept informed of status of pending orders
• Tracking of Weekly volume performance
• Updating stakeholders on potential supply and delivery issues from the customer perspective

CUSTOMERS

• Communicating order status and giving regular updates on pending orders
• Lead times update. Dispatch attainment with 98% target
• Order capture accuracy, Prompt pro forma issuance as per SLA, and Accurate + prompt Invoicing -100% target compliance.
• 100% compliance as per country General shipping Instructions (GSI)
• Incoterm attainment -100%

EXTERNAL STAKEHOLDERS

• Developing and maintaining a relationship with 3PL providers
• Bargaining and vetting vendor invoices to ensure delivery of best value at right prices

JOB REQUIREMENT

Minimum Educational Requirements and Work Experience

• University Degree in supply chain, business management or relevant area of study
• Minimum of 4 years’ experience in a customer service (order management) and supply chain management role.
• Experience in import and export order processing within cross borders is an added advantage.
• French speaking is a must.
• Ghanaian national.

Functional and Technical Competencies

Demand and Supply Planning (Forecasting), ERP and IT processing, Import/ Export Procedure, Excellent Communication skills, Customer Service, Warehousing and distribution, good geographical knowledge.

Behavioural Competencies

Strong communication and organizational skills, Strong business perspective understanding, Passion for working with customers, internally and externally, Shows a strong desire to develop trust and long term relationships, Strive for service improvements and be proactive and responsive to customer demands, Strong analytical thinking.

Leadership Competencies

Values differences, bold and agile, open and authentic, consumer centric, growth mindset, deliver through collaboration