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Sr Manager, Customer Collaboration

Date: 29-Jan-2023

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 is open in Chicago, IL., -  Sr Manager, Customer Collaboration



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 Supply Chain Team at Beam Suntory is looking for a dynamic and motivated candidate for the role of Customer Collaboration Manager.  The Ideal candidate must be passionate about day-to-day interfacing with internal and external customers at all levels.   This position will own the O2C process and focus on improving customer experience through continuous improvement efforts.  Must be self-directed and motivated with strong analytical, leadership and management skills to coordinate a variety of activities and complexities spanning across the organization. The role has two direct reports that will manage day to day elements of these two markets with responsibility for managing, developing, and resolving barriers for those individuals. The role requires skills to influence decisions and facilitate change management through collaboration and leadership.  It is essential for the candidate to be able to act as a liaison between the different business areas to gain alignment to drive end customer needs, shaping & delivering engagement of the customer and playing a significant role in influencing the overall customer strategic plan.


Role Responsibilities

  • Communicate thoughtful, customized solutions that reduce barriers and allow customers to effectively grow our brands within their business.
  • Initiate and effectively resolve customer or internal conflicts that are impacting the performance of BSI and/or customer by taking ownership, analyzing root cause and bring to an effective and sustainable resolution.
  • Manage and lead teams that support various areas within the customer experience that includes Canada, National Accounts, RTD and Franchise Markets through Monozukuri process and standardization.
  • Optimize and continually improve the Order to Cash process and available technology (ie. Salesforce, Tableau, HANA, SAP), working closely with IT and global peers, support development of roadmap to capitalize upon future opportunities that ultimately enhances the customer experience.
  • Lead the collaborative efforts with key BSI Support (Finance, GBS, GC) and SC teams (Logistics, Planning and Operations) along with Commercial and Customer partnership to continually drive and deliver “Best in Class” service levels.
  • Manage monthly cross functional and Customer meetings and reporting with customer scorecard highlighting KPI review, update on project status and identification of gaps and required actions to close gaps to improve service levels.
  • Use personal judgment and initiative to develop effective and constructive solutions to challenges and obstacles in order/distributor management activity and procedures when they occur within the global Supply Chain.
  • Support IT and Supply Chain initiatives and new process implementations with awareness of impact to customer and internal procedures. Assist with project implementation and support end results through KPI monitoring, maximizing the use of technology (ie. Salesforce, Tableau, HANA, SAP)
  • Manage and coordinate with Supply Chain functions of our various operating units on stock control, forecasting, order management, warehousing and distribution activities influenced by or reliant upon order activities.
  • Individual will support and be responsible for recruiting, hiring, setting goals and coaching where applicable to effectively meet the requirements of the team


Qualifications & Experience 

  • Reports to Sr Director of Customer Collaboration
  • Comfortable working independently and operationally, ensuring current procedures, policies, and processes are being followed and strategically leading the customer support to continuously improve ways of working and service levels.
  • 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
  • Capable to maintain composure, resilience and flexibility as customer needs evolve and through various changes within our and their organization.
  • Ability to think strategically and execute on operational strategies to make definitive and measurable improvement.
  • Passion and drive with great sense of urgency, we are looking for someone with tremendous self-believe, motivation and drive to be successful leading in the shortest possible time. Excellence should be a habit for the successful candidate.
  • Able to plan, organize, and prioritize workload.
  • Possess a high degree of business acumen.
  • Embrace organizational changes within the working environment and assist others to ensure adoption.
  • Needs to be a good communicator to superiors and subordinates and have a personality that works well to create a corporative and synergistic atmosphere.
  • Five plus years in Supply Chain and/ or Customer Service leadership experience preferred.
  • Bachelor’s degree in business related discipline or equivalent experience, MBA a plus
  • Understands the principles of Supply Chain, best practice customer service and/or supply chain planning with an ability to translate this knowledge into real life practical application.
  • Highly analytical, technically proficient, and able to learn new tools and software quickly.
  • Proven Process improvement skills. Six Sigma is a plus with natural curiosity and desire to understand how things work.
  • Core functional skills:  Operations Supply Chain, Logistics, Sales Support, Business Process mapping, Project Management.






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