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Customer Collaboration Analyst (Control states and military)

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Date: Aug 4, 2022

Location: Chicago, IL, US

Company: Beam Suntory

Beam Suntory is Crafting the Spirits that Stir the World. Rooted in two centuries of family heritage, Beam Suntory has evolved into the world's third largest leading premium spirits company ... where each employee is treated like family and trusted with legacy. With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit. Beam Suntory is a place where you can come Unleash your Spirit by making an impact each and every day.

 

 

The following position is open in Chicago, Illinois - Customer Collaboration Analyst (Control States and Military)


 

What makes this a great opportunity?

At Beam Suntory, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems for varying perspectives.

 

  • The Ideal candidate must be passionate about day-to-day interfacing with internal and external customers at all levels.   This position will support the Order to Cash process and focus on improving customer experience through continuous improvement efforts.  Must be self-directed and motivated with strong analytical, collaboration and presentation skills to coordinate the facilitation of an effective Order to Cash process within applicable market.   It is essential for the candidate to be able to drive cross functional accountability, guide collaboration efforts to drive service/efficiency gains in the end-to-end process. Individual must be able identify and resolve barriers in the day-to-day order management process and escalate issues impacting the customer and business goals.  

 

Role Responsibilities

 

 

 

  • Standardize order processing (for Control and Military) to create a sustainable and consistent execution of orders and customer facing activities.
  • Root cause analysis of escalations, inquiries, and variations in Order to Cash process. Work to standardize process for Order to Cash where able, ensuring uniformity and identify and implement differentiated service requirements where applicable, designated by commercial.
  • Collaborate with internal and external partners, including Commercial, Logistics, R & D, Supply Planning, Demand Planning, and Manufacturing to support the development of customer agenda including presentation data and ownership to see that follow up actions are closed off.
  • Identify and provide “best in class” service experience to customers, internal sales and operations teams located within the region. Emphasis should be on both continuous improvement and enhancing the customer experience while managing cost to serve.
  • Support onboard training of new staff and maintain updated SOPs as required.
  • Process Control State and Military customer Exception Claims via Salesforce based on respective SLAs. Complete thorough investigation and pursue response, if necessary, until claim is closed and completed. Further report on customer claims, facilitate process improvements to drive down poor service level areas, working with key business partners to do so.
  • Review of control state bailment contracts, flag up any changes to the correct cross functional group, ensure timely submission of contract revisions and signatures
  • Identify and implement process opportunities to ensure accurate, effective, and timely execution of orders through Order to Cash process to enhance the customer experience.
  • Effectively manage RTM changes such as Direct Import changes and be able to manage those projects independently with various internal/external teams ensuring on time delivery with minimal impact to operations and customer.
  • Facilitate onboarding training of new distributors and commercial state contacts within customer base related to communication, reporting, Salesforce portal and customer collaboration site where applicable.
  • Lead, coordinate, and follow up on action items related to bi- monthly commercial discussions, customer discussions, leadership meetings, and Monthly Business Review (MBR) of service discussions with Sr. Leadership as well as ad hoc, WOW and project focused meetings.
  • Ownership and execution of the communication to customers and/or sales team related to Order to Cash processes such as monthly order launching windows, order acknowledgements, out of stocks, allocation reporting, service reporting, etc.
  • Collaborate with the Supply Chain leadership team to identify and implement medium to large scope projects, process improvements and procedural changes designed to enhance and or support our customer experience, increase efficiency, and reduce costs.
  • Utilize and demonstrate ability to improve processes within existing or new systems/tools such as SAP, Salesforce, Tableau, SAP HANA, and Esker to improve efficiency and/or customer experience.
  • Introduce change in an organization. Change might include avoidance of costs, identifying new opportunities, realizing, and creating new benefits, etc.
  • Utilize reporting software such as SAP, Salesforce, Tableau, SAP HANA to create KPIs (specific to key customers) and metrics around monthly initiatives to better monitor impact of process enhancements and help identify any other areas for improvement.
  • Ownership of Tableau site access for external users
  • Communication skills: Customer Collaboration Analyst must work in groups, collect information from and present it to wide-ranging stakeholders in the company, translate and negotiate between parties, and communicate solutions in an accessible way. They must have strong written and spoken skills and feel confident presenting business cases and data trends to all levels of the organization.
  • Business knowledge and critical thinking: Customer Collaboration Analyst must understand many facets of the company with an emphasis on Supply Chain.   They must be able to understand the roles of different individuals and departments, and how these departments interact cross-functionally. This business knowledge will then allow them to successfully analyze data points and build strategic plans.
  •  Technical skills: Customer Collaboration Analyst may use a wide range of technical programs, including programs in diagramming, data mining, process flow mapping for management of requirements, and presentation of results. Proficiency with ERP systems, big data mining techniques, database management, and systems engineering will be assets to this role

 

 

 

 

 

Qualifications & Experience

    • 3 to 5 years or more experience in supply chain role (Customer Facing is a plus).
    • Bachelor’s degree in business related discipline or equivalent experience.
    • Capable of working independently on daily work activity and miscellaneous assignments,

    and be able to organize and prioritize workload and follow-up accordingly

    • Adaptable to change and show ability to manage at all levels and with different styles of leadership and or personalities
    • Exhibit ability to ensure current procedures, policies, and processes are being followed, providing customer support to continuously improve ways of working, service levels and overall customer experience.
    • Express ideas clearly, inform others effectively, practice attentive and active listening, and achieve mutual understanding through written and verbal communication as a competent and articulate writer of business communication, presentations, and proposals.
    • Demonstrate ability and willingness to work in a team environment and accomplish goals through cooperation and maintains composure under pressure of deadlines
    • Ability to work within a diverse, global workforce that is oriented around customer satisfaction and process delivery
    • Exhibits a strong presence, comfortable with providing key deliverables and updates across all levels of management
    • Possess a high degree of business acumen.
    • Embrace organizational changes within the working environment and assist others to ensure adoption.
    • Proficiency in ERP (SAP a plus), Microsoft project suite, and Salesforce
    • Tableau Desktop and Tableau Site maintenance or related tool experience a plus
    • Six Sigma/Lean/Agile Certification a plus

 

In an effort to ensure the health and safety of our workforce while doing our part to protect those around us, Beam Suntory is requiring proof of full COVID vaccination for US salaried employees in our offices and commercial field roles as a condition of employment, subject to medical/religious exemptions.

 

 

At Beam Suntory, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected. Beam Suntory is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law. All recruitment and hiring decisions are based on an applicant’s skills and experience.


Nearest Major Market: Chicago