Customer Collaboration Specialist

Join to apply for the Customer Collaboration Specialist role at Suntory Global Spirits

At Suntory Global Spirits, we craft spirits of the highest quality and deliver brilliant experiences to people around the world. Suntory Global Spirits is a place where you can Unleash your Spirit by making an impact each and every day.

At 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 from varying perspectives.

• Identify and provide “Best in Class” service experience to customers, internal sales and operations teams located within the region.
• Interface with internal and external partners, including Commercial, Logistics, R&D, Supply Planning and Manufacturing to support the Monozukuri/Gemba program development and actioning from responses.
• Understand and develop a menu of services tailored to the customer base and create structure around standard processes and communication where applicable and manage the differentiated needs through appropriate and cost-effective solutions.
• Understand the Global Commercialization process and navigation of software to support other areas within the region to ensure that we are prepared for product launch/changes to avoid order delays associated with launch.
• Lead, coordinate and follow up on action items in various meetings supporting the customer/distributor, leadership, and collaboration manager where applicable.
• Support onboard training of new staff and maintain updated SOPs as required.
• Manage and/or direct small to mid-size projects associated with OTC process and customer experience.
• Collaborate with and maintain relationships with functional groups including GBS, IT, GC, Supply Chain, Commercial and Operations, Finance, Warehouse and Transportation personnel as well as external customer contacts.
• Work in conjunction with all teams to manage the OTC process from order intake through invoicing for BSI distributor partners, ensuring SLA, reducing non valued workload/touches, and improving overall customer experience.
• Identify and implement process opportunities to ensure accurate, effective, and timely execution of orders through OTC process to enhance the customer experience.
• Effectively manage RTM changes such as Direct Import changes and be able to manage those projects independently with various internal/external teams ensuring on time delivery with minimal impact to operations and customer.
• Facilitate onboarding training of new distributors and commercial state contacts within customer base related to communication, reporting, salesforce portal and customer collaboration site where applicable.
• Lead, coordinate, and follow up on action items related to bi‑monthly commercial discussions, Monozukuri/Gemba meetings and Monthly Business Review (M ) of service discussions with Sr. Leadership as well as ad hoc, WOW and project focused meetings.
• Ownership and execution of the communication to customers and/or sales team related to OTC processes such as monthly order launching windows, OA, OOS, allocation reporting, service reporting, etc.
• Standardize process for OTC to ensure uniformity and identify and implement differentiated service requirements where applicable designated by commercial.
• Utilize and demonstrate ability to improve processes within existing or new systems/tools such as SAP, Salesforce, Tableau, Hana, and Esker to improve efficiency and/or customer experience.
• Utilize reporting software such as SAP, Salesforce, Tableau, Hana, and Esker to create KPI’s (Key customer specific ones) and metrics around monthly initiatives to better monitor impact of process enhancements and help identify any other areas for improvement.
• Works closely with Commercial, Operations, Teams, Distributors, GBS, Finance and Supply Chain Departments in relationship to OTC processes and customer experience.

• 3 to 5 years or more experience in supply chain role (Customer Facing is a plus).
• Bachelor’s degree in business related discipline or equivalent experience.
• Capable of working independently on daily…