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Manager, Single Barrel

Date: Nov 24, 2021

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, IL - Manager, Single Barrel


 

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. Works closely with Brand Houses, Commercial, Operations, Process Management Team, Distributors and Supply Chain Departments in relationship to Supply Chain Support. Reports to Sr. Manager, Market Readiness. 

Provides front line direction to Single Barrel Order Management Coordinators ensuring quality service is provided in each interaction. Act as escalation point for team on distributor or internal customer issues, as well as provide support for sales and internal departments on issues related to the Single Barrel Order Management team. Responsible for hands on coaching and driving team development.

 

Role Responsibilities

  • Provides front line direction to Single Barrel and Customer Experience Coordinators ensuring quality service is provided in each interaction.
  • Continuously focuses on opportunities for efficiency and service improvements across all programs and development of Salesforce / SAP tools.
  • Key Point of Contact with Barrel Manager and Brand House teams to coordinate and execute of brand defined barrel programs. Supports and outlines requirements in conjunction with IT for enhancements to existing programs. Acts as liaison with brand and IT to execute budget approved platform enhancements.
  • Manage and lead up monthly or quarterly barrel brand team partnership calls including agenda, notes, program enhancements related to Salesforce.  
  • Manage specific projects and activities that impact the Single Barrel Order Management team, driving process improvements and efficiencies
  • SME for barrel program launches to advise/ support with business case prep, cost to serve, process flows, UAT testing, walking IT through requirements, etc
  • Collaborates with software vendors to test and implement process improvements related to Single Barrel team.
  • Point of contact and liaison with IT for any SAP and Salesforce break fix service tickets, follow through to testing and completion.
  • Conducts bi-weekly internal plant calls related to barrel program initiatives, barrel capacity, supply chain risks, volumes, allocations, etc.
  • Promotes professional and personal development of individual team members by leading weekly/monthly touch bases, performance evaluations, conducting training on new processes as well re-training for skill gap issues.  
  • Drives development of employees, supporting the organization through establishment of SMEs within Single Barrel team
  • Conducts advanced troubleshooting and extensive research to resolve issues regarding products and distributor inquiries
  • Act as an escalation point for team on distributor or internal customer issues, as well as provide support for sales and internal departments on issues related to Single Barrel order management team (including Bulk Liquid and Used Barrel program maintenance)
  • Support enhancement of on-line resources to manage barrel process/procedures
  • Owns oversight to development and distribution of various monthly reports – KPIs, scorecards, etc.
  • Handles the day-to-day workforce management to ensure SLAs are met on a consistent basis, works with senior manager as it relates to prioritization and/or resource issues
  • Provides input to improve distributor communication and communicate ongoing issues with OTC work stream with the Commercial and Distributors via newsletters
  • Maintain and manage barrel program menu of service offerings available to our distributor partners
  • Ensure all support documentation such as bio sheets, SOPs and other documentation is kept updated through regular reviews
  • Partners with Senior Manager to drive improvements in customer service interaction through implementation of spot-audits on orders, inquiries & change cases
  • Work with team on process improvements and best practices in cross functional collaboration with Customer Collaboration, Traffic, Order Management Team, Shared Services, IT, Commercial, Distributors and Operations
  • Responsible for recruiting, hiring, setting goals and coaching where applicable to effectively meet the requirements of the team
  • Facilitate training for incoming CS Coordinators on customer service techniques and all processes that support the handling of customer orders
  • Build successful and effective internal and external customer relationships through strong follow-up and partnering
  • Provide information for monthly management Reports
  • Act as an interface with Finance, Sales Strategy and key distributors ensuring sound partnerships are forged allowing world class Customer Relationship Management to be achieved and maintained.
  • Lead and serve as resource for coordinators as related to project teams and activities. 
  • Assist with order management activities as needed

 

 

Qualifications & Experience

  • Must have at least 2-3 years of supervisory, leadership and/or training/coaching experience
  • Strong leadership, analytical, problem solving and decision-making skills
  • Capable of working both independently and collaboratively on daily work activity and miscellaneous assignments, and be able to organize and prioritize workload and follow-up accordingly in a fast-paced, changing environment
  • Ability to organize and follow-up multiple tasks/details with accuracy and timeliness, 6 sigma certification a plus
  • Ability to work independently in a remote work from home setting and self-manage deadlines and deliver on priorities
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • Ability to effectively analyze data to make sound business decisions
  • 5 to 7 years’ experience in a Customer Service/Supply Chain environment
  • Bachelor’s degree in business/related discipline or equivalent experience

 

 

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