Customer Service Specialist

Brown-Forman Corporation • Louisville, KY

2d

About The Position

Manage global orders for third-party partners around the world. Serve as the primary liaison between distributors, supply chain integration, Linkage group, production sites (BF owned, contract bottlers and contract manufacturing partners), foreign suppliers, outside warehouses, shipping, logistic/transportation personnel, freight forwarders, IT, BF Sales and Marketing, Finance, Legal, Tax, and Credit to analyze and develop contingency plans for any order, production, and/or shipping issues. Responsible for the accurate, complete, and timely management of domestic and international orders for assigned markets, managing the entire life cycle from order to cash. Support BF Supply Chain Initiatives and department metrics (Perfect Order, Full Load, Out of Stock, etc.) and offer improvements on orders where gaps exist. Act as a key liaison with internal and external partners, field sales, production sites, co-packers, logistics, pricing, common processes, route to consumer group, external manufacturing, contract manufacturing, quality assurance, and shipping/warehousing personnel to manage and assess cost-reducing delays and impacts to market. Develop communication on critical information related to product and shipments, focusing on meeting partner needs timely and accurately, ultimately supporting the supply chain business strategy. Manage the introduction of new products (new SKUs/changes in configuration, innovation projects) and/or package or proof changes with partners in assigned markets, focusing on a seamless order experience. Manage the electronic data interchange (EDI) of distributor purchase orders, ensuring error-free data transfer into the BF SAP System. This includes timely set-up of data tables and providing accurate information to distributors for their table set-ups to minimize workflow errors. Prepare customer-specific proforma invoices for bank drafts, letters of credit, or cash advance distributors/customers, as well as for those applying for import licenses. Ensure orders comply with Letter of Credit requirements, published pricing, and established incoterms regarding buyer and seller responsibilities to avoid delays and penalties. Perform all shipment verification activities for designated warehouse locations (drop delivery, PGI, special billing, etc.). Manage and coordinate all special Customs documents for clearance of shipments to avoid delay/rejection of goods and to comply with US and foreign government regulations. Ensure updated 301 Bond Forms for all distributors shipping to a US Customs Bonded FTZ warehouse to comply with US Customs and the TTB. Manage the research and resolution of order discrepancies with warehouse or production personnel via the SAP QM Module. This includes root cause analysis of discrepancies received, working closely with internal partners to troubleshoot the issue, and developing and implementing a corrective action plan. Manage the reconciliation of government-required Tax Stamps and internal control reports back to the distributor. Work with internal brand teams on allocated products, manage the SAP upload process using the Allocation Tracking program and SAP R3. Manage all changes, analyze production yields versus allocated quantities, and then manage redistribution of allocations for all internal partners to ensure orders stay within established guidelines. Responsible for managing distributor profiles, including regulatory requirements, SAP distributor master data, carrier routings, product specifications, special instructions (to execute the order), distributor guides, etc. Analyze SAP, Track and Trace, and various other reports to solve problems related to the current status of open orders, addressing delays timely, and handling urgent or special requests needed to support the order-to-cash process. Analyze order patterns of assigned markets for process improvements (order smoothing, maximum load shipments, full layers/pallets, review distributor inventory for rush order requests, etc.). Execute processes to meet performance expectations and the demands of the assigned markets. Manage special assignments as required, such as ad hoc reporting.

Requirements

• College/University (Bachelors or Equivalent); Bachelor's Degree with general business or supply chain related experience; or minimum of 2-4 years of combined education and experience.
• Strong interpersonal skills with a demonstrated ability to develop effective working relationships with internal/external partners and all global contacts.
• Ability to effectively handle confidential information and materials.
• Demonstrated quantitative and analytical skills with the ability to apply logical assumptions.
• Ability to effectively communicate, verbally and in writing, supply chain procedures and processes.
• Problem solving skills with emphasis on the ability to diagnose and solve problems.
• Independently manage, plan and organize, workload within established deadlines in a team oriented, high-volume, high stress environment.
• Strong technical aptitude utilizing operational support software including but not limited to SAP ERP, SAP Material Management, data analysis, Microsoft Office Suite, Business Warehouse, Google, etc.
• Ability to manage, analyze and take action on detailed and ambiguous information with a high degree of accuracy.
• Actively seeks and embraces change.

Responsibilities

• Manage global orders for third-party partners around the world.
• Serve as the primary liaison between distributors, supply chain integration, Linkage group, production sites (BF owned, contract bottlers and contract manufacturing partners), foreign suppliers, outside warehouses, shipping, logistic/transportation personnel, freight forwarders, IT, BF Sales and Marketing, Finance, Legal, Tax, and Credit to analyze and develop contingency plans for any order, production, and/or shipping issues.
• Responsible for accurate, complete, and timely management of domestic and international orders for assigned markets by managing the entire life cycle from order to cash.
• Support BF Supply Chain Initiatives and department metrics (Perfect Order, Full Load, Out of Stock, etc.) and offer improvements on orders where gaps exist.
• Act as a key liaison with internal and external partners, field sales, production sites, co-packers, logistics, pricing, common processes, route to consumer group, external manufacturing, contract manufacturing, quality assurance, and shipping/warehousing personnel to manage and assess cost-reducing delays and impacts to market.
• Develop communication on critical information related to product and shipments with a focus on meeting partner needs timely and accurately; ultimately supporting the supply chain business strategy.
• Manage the introduction of new products (new SKUs/changes in configuration, innovation projects) and/or package or proof changes with partners in assigned markets focused on a seamless order experience.
• Manage electronic data interchange (EDI) of distributor purchase orders ensuring error-free data transfer into BF SAP System.
• Prepare customer-specific proforma invoices for bank drafts, letters of credit, or cash advance distributor/customer, as well as for those applying for import licenses.
• Ensure orders are in compliance with Letter of Credit requirements, published pricing, and established incoterms with regards to buyers and sellers responsibilities to avoid delays and penalties.
• Perform all shipment verification activities for designated warehouse locations (drop delivery, PGI, special billing, etc.).
• Manage and coordinate all special Customs documents for clearance of shipments to avoid delay/rejection of goods and to be compliant with US and foreign government regulations.
• Ensure updated 301 Bond Forms for all distributors shipping to a US Customs Bonded FTZ warehouse to be compliant with US Customs and the TTB.
• Manage the research and resolution of order discrepancies with warehouse or production personnel via SAP QM Module.
• Manage the reconciliation of government-required Tax Stamps and internal control reports back to the distributor.
• Work with internal brand teams on allocated products, manage SAP upload process using Allocation Tracking program and SAP R3.
• Manage all changes, analyze production yields versus allocated quantities, and then manage redistribution of allocations for all internal partners to ensure orders stay within established guidelines.
• Responsible for managing distributor profiles including regulatory requirements, SAP distributor master data, carrier routings, product specifications, special instructions (to execute the order), distributor guides, etc.
• Analyze SAP, Track and Trace, and a variety of other reports to solve problems related to the current status of open orders, addressing delays timely, urgent or special requests that are needed to support the order to cash process.
• Analyze order patterns of assigned markets for process improvements (order smoothing, maximum load shipments, full layers/pallets, review distributor inventory for rush order requests, etc.).
• Execute processes to meet performance expectations and the demands of the markets assigned.
• Manage special assignments as required, such as ad hoc reporting.

Benefits

• Equitable pay structures for individual and company performance
• Premium employee experience
• Range of premium benefits that reflect company values and meet the needs of a diverse workforce

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level