Customer Care Manager

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Asahi UK (AUK), part of Asahi Europe & International Ltd, aims to enrich consumer experiences through innovation, high-quality service and an exceptional portfolio of premium beer, ale and cider brands including, Peroni Nastro Azzurro, Asahi Super Dry, Meantime, Fuller's London Pride and Cornish Orchards. Our aim is to be the leading super premium beer business in the UK, through a brand mix that creates a compelling proposition. At AUK we operate as an end to end business unit responsible for sales, marketing, customer operations, production, supply chain and wholesale operations in the UK & Ireland. For further information, visit www.asahibeer.co.uk

Asahi Europe & International is a subsidiary of Asahi Group Holdings Ltd, a global beverage and food company listed on the Tokyo Stock Exchange, Japan. Employing > 12,000 people, Asahi Europe & International is the custodian for leading super premium lager brands Peroni Nastro Azzurro, Grolsch, Asahi Super Dry, plus international Czech lager brands, Pilsner Urquell and Kozel. The business has world-class brewing and production facilities in 8 markets - UK, NL, ITL, PL, CZ, SK, HU, RO. In most of these markets, we are the leading brewer with full portfolio of famous brands. Commercial operations in other parts of Europe, USA, Canada, LatAm, Africa and Asia are served through our global distribution network. With state-of-the-art facilities, some of the best brewers in the world, quality ingredients, and a culture based on innovation and collaboration, Asahi offers the best quality of beer to beer lovers worldwide. More information can be found at www.asahiinternational.com

Customer Care Manager

The Customer Care Manager is responcible for the execution on a day to day basis for all orders that are Direct from the Brewey as well a samples and Events Requests. With full ownership of all supply chain service activities, administration and reporting related to the order to cash cycle on all beer deliveries, ensuring all Customer and Consumer queries are handled effectively, and pro-actively communicating with customers.

Key Accountabilities

The Customer Care Manager is responsible for the following key outputs and accountabilities:

• End to end management of customer orders for Direct and Tank deliveries from the Brewery
• Own the end to end process for Samples and FOC stock for customers and Events
• Responsible for service levels to customers, including reporting, root cause analysis and improvement opportunities.
• Ensure proactive communication is given to customers and other relevant parties.
• Liaising with Supply Planning and Logistics teams on 7-week lead time orders with Direct and 3 day lead time on Tank Beer
• Monitor actual orders against your demand forecast, speedily investigate significant variances, understand root causes and impact across wider Supply Chain.
• Maintain a 4 week forecast for Tank Beer and ensure Direct Forecast are inline with Customers Orders working closely with relevant Sales Manager(s) to ensure sales forecast is as accurate as possible.
• Complete all relevant system updates e.g. Telemetry, order entry, goods Issuing of order on despatch through to POD confirmation
• Provide updates to customers as needed
• Be the Supply Chain face of AUK to the customers and own the AUK service level into their depots, including FTA (Failure to Arrive) trends and other operational service impacts. Ensuring Timely capture of stock availability service incidents to enable accurate reporting of AHL Service Level KPI measures.
• Demonstrate high personal integrity to develop / manage the customer relationship so that we are recognised by them as a best practice supplier.

Experience required

• Customer or supplier relationship management exposure
• Experience in a high volume, detailed and process driven organisation
• Good understanding and use of IT systems ands databases. SAP experience would be particularly relevant. Intermediate excel skills required.
• Highly organised with excellent attention to detail
• Experience of working cross-functionally at an operational level, with demonstrable evidence of influencing your peer group and above, and strong examples of relationship building and creation of collaborative, customer-focused plans.
• Knowledge of the wider E2E Supply Chain ideally within an FMCG environment.
• Graduate calibre.

Key attributes of the successful person

• Excellent communication and interpersonal skills
  • able to clearly and productively communicates ideas, plans and priorities to others in a commercially sensitive manner
  • able to tailor the manner of communication to take into account the very different groups of people communicated with.
• Strong analytical skills able to make the connections in data, events and trends.
• Highly organised with excellent attention to detail
• Strong interpersonal skills
• Ability to work under pressure
• Drive and determination with a willingness to learn

Whats on tap

• Annual bonus
• Private pension
• Medical and dental health cash plan
• Life assurance
• Beer allowance

We are committed to nurturing a workplace where we celebrate and respect difference, and support everyone to be true to who they are! At Asahi Europe and International we believe you can SHINE AS YOU ARE - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs. We want to support you to be courageous in your individuality and to know that whoever you are and whatever your circumstances, you can belong with us without having to conform.