Customer Operations Executive

Your Manager: Julie Bouchon, Customer Operations Team Leader

Team: Supply Chain

Location: Chiswick Park, London. We operate a hybrid working approach, which allows you to manage your time between home and office.

Be part of something big

We are Pernod Ricard, a leading company in the global wines and spirits industry with over 19,000 employees globally. We own 16 of the world’s top 100 Spirits Brands and hold one of the most prestigious and comprehensive brand portfolios in the industry with 240 premium brands available in over 160 countries, including: Absolut vodka, Ballantine’s, Chivas Regal, Royal Salute, and The Glenlivet Scotch whiskies, Jameson Irish whiskey, Martell cognac, Havana Club rum, Beefeater, Malfy and Monkey 47 gins, Malibu liqueur, Mumm and Perrier-Jouët champagnes as well Jacob’s Creek, Brancott Estate and Campo Viejo wines.

Here in the UK

In the UK, Pernod Ricard is made up of 3 businesses:

• Pernod Ricard UK, which markets, sells and distributes our products in the UK market
• Chivas Brothers, the largest brand company in the Group, responsible for the production and management of our award-winning Scotch whisky portfolio
• Pernod Ricard Global Travel Retail, the global and EMEA home of the group’s duty free, air travel and cruises business.

We are an organisation of 2,000 employees in the UK, headquartered in London, in a brand-new office designed with sustainability, ‘conviviality’ and collaboration in mind. We also have offices in Scotland and various distilleries and production sites across the UK from Plymouth to London to Speyside.

Your new team

This position sits in our Global Travel Retail business. Global Travel Retail is one of the Group’s largest markets, bringing Pernod Ricard brands to life in the exciting and innovative Travel Retail channel which includes duty-free, cruise ships & border shops around the globe. With a global footprint across more than 20 locations and over 30 nationalities, our working culture celebrates inclusion and diversity. Our team is united by our shared passion for travel and our shared belief in its transformative power. Travel to the heart of our exciting business with our @pernodricardtravel Instagram page, showcasing our latest projects and innovations around the globe.

In the role of Customer Services Executive, you will have a diverse landscape of responsibilities from Logistics (3PL communication, transport quotations, freight, insurance handling) to order management and post sales services (i.e. returns, complaints management, etc.)

Your key purpose will be to provide end to end support to the customers and internal stakeholders, included but not limited to Commercial, MK, Planning and Finance Teams.

You will have a varied portfolio of Customers across all commercial channels, mainly from the Americas region. We are looking for a team member that is comfortable with starting at 10am and finishing at 6pm during the working week.

In addition, you will be expected to provide reports related to customer volumes, work with dashboards on CFR/OTIF, be comfortable working with Incoterms and also payment terms, creating adhoc reports to address Customer Services related queries, etc.

Within your role you are also required to support Customer Service-related projects when necessary, involving but not limited to ERP upgrades testing, EDI, Customer integration, etc.

If you are a strong communicator, have a deep problem-solving focus, thrive in a fast-paced and challenging environment, with a big motivation for teamwork, enjoy a big deal of autonomy and ownership for your accounts and look forward to a convivial and diverse culture, this is the place to be.

We have a flexible office working policy, our headquarters are located in Chiswick Business Park and our offices are so cool that you will decide to be around very often, to share the adventure of growing our Pernod Ricard Brands together as One Team.

Your unique contribution

You will have six main areas of responsibility:

• Actively manage customer purchase orders from point of placement, through to delivery.
• Ensure cost effectiveness of transport routes for all parties.
• Liaise with and update all relevant parties in the supply chain (i.e. transporters, warehouses and brand companies) and ensure specific documentation and labelling requirements are adhered to.
• Record full order history for each sales order and follow all established administrative procedures and timelines.
• Apply export procedure principles ensuring all shipments are meeting the respective Incoterm requirement.
• Proactively problem-solve any issues that compromise shipments.
• Provide a consistently high standard of customer service by responding promptly to customer queries and demands, always striving to exceed the customers’ expectations.
• Liaise with stock department, account managers, warehouse, and customers to ensure that all parties are working together to maximize fill rates.
• Provide regular and proactive updates to customers with regard to the progress of their orders and enquiries.
• Update customer information on databases.
• Compare all pricing on E1 and customer POs and ensure that any anomalies are reported immediately.
• Order placement within 24 hours where no external parties’ approval is involved.
• Process supplier invoices relating to sales order distribution within 48 hours of receipt.
• Assist when required in the management of EADs and customs documents.
• Understand the cost impact of RTM and work with Customer Operations manager and Commercial to reduce this impact.
• Understand role on Operation aligned with defined Incoterms, documentation to store, risks to follow-up on, etc.
• Join co-planning meetings of key accounts when required.
• Support Marketing with product listings via digital or in the traditional way.
• Provide various reports to management as required.
• Secure management of confidential pricing and depletions information.
• Support Sales department with queries/requests in relation to their customer accounts.
• Assist the Finance department in the reconciliation of customer accounts, investigating reasons for non-payment, obtaining proofs of delivery and issuing credit notes as required.
• Effective management of promotional stocks and items on allocation together with Planning and Commercial.
• Customs documentation management and follow-up
• Follow-up on transport and other 3PL issues through to resolution, escalate when required
• Follow-up on incidences and claims (lost, damaged, delayed)
• Be familiar with UK and EU regulations and structure, including SEED checks, EMCS entries, ARC numbers
• Ensure cost effectiveness of transport routes for all parties
• Raising, and helping to resolve, quality and dispatch complaints from customers and consumers on the Group system currently, Intelex
• Assisting brand security with Grey Market Activity to ensure the safety and legitimacy of our brands
• Support on project implementation
• Remain updated on latest trends within the customer operations environment, i.e. automation, etc.

Your blend of talent

This position could be right for you if you:

• Working within a Logistics role
• Knowledge of export procedures and European/Americas distribution
• Excellent Microsoft Office knowledge with focus in Excel and Outlook

Our mix of benefits

For your health, we offer private medical insurance, critical illness cover and an optional healthcare cash plan and dental insurance.

Our lifestyle benefits options include 28 days’ annual holiday, your employee pension, share incentive plan, family care, season ticket loans, free mortgage advice, payroll giving and more!

You can access lots of gifts & discounts, including an allowance each year to spend on our brands in our staff shop and employee discounts from a range of high street retailers.

We have regular events in our very own office bar, employee-run networks, a culture of flexibility and trust and a variety of tools and resources to help you focus on your wellbeing and mental fitness.

Conviviality: the Pernod Ricard Way

We have our own way of doing things. We call it conviviality! It’s our way of being, and something unique you feel and experience when working for Pernod Ricard.

We’re committed to conviviality, and with this, you’ll be Proud to Belong to our Pernod Ricard family. You’ll be Empowered to Perform, supported to succeed, and acknowledged for the value you bring.

We combine all this with our Commitment to Care: we are unlocking the magic of human connection to transform our industry and make a positive impact on the world though our strong focus on Sustainability and Responsibility (S&R).

We’re committed to diversity and inclusion

People are at the heart of everything we do at Pernod Ricard and are the foundation of our collective spirit as ‘Créateurs de Convivialité’.

We promote diversity and inclusion throughout our business and supply chain. In our teams, we proactively foster a diverse work force and an inclusive culture – an environment where we can truly be ourselves.

We will assess your application for this role based on your skills, experiences and achievements, not your gender, age, ethnic or educational background or any other such factors. Please feel free to leave these off your CV and application form if you so wish.

Similarly, if you would like to discuss opportunities for flexible working or require accommodations or support to complete our application process, please let us know.

Responsible drinking

As ‘Créateurs de convivialité’, we want to turn social interactions into genuine and friendly experiences of sharing and wellbeing.

In our culture, we want to create diverse teams in which our differences contribute to our success. Therefore, all are welcome at Pernod Ricard, regardless of your religious beliefs or personal choices on the consumption of alcohol.

In our business, we work together with industry members, civil society, governments, local authorities and UN bodies to promote responsible drinking.