Customer Collaboration Specialist

What makes this a great opportunity?

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.

The ideal candidate must be passionate about day-to-day interfacing with internal and external customers at all levels. This position will support the O2C process and focus on improving customer experience through continuous improvement efforts. The candidate must be self-directed and motivated with strong analytical, collaboration, and presentation skills to coordinate the facilitation of an effective O2C process within the applicable market. It is essential for the candidate to be able to drive cross functional accountability and guide collaboration efforts to drive service and efficiency gains in the end-to-end process. Lastly, the individual must be able identify and resolve barriers in the day-to-day order management process and escalate issues impacting the customer and business goals.

Manage the end-to-end processing of OTC cycle for customer. Ensure that orders move through process with focus on accuracy, timing (SLA), automation, and limited touch from receipt through invoicing. 

Role Responsibilities

Identify and provide “Best in Class” service experience to customers, internal sales and operations teams located within the region. Emphasis should be on both continuous improvement and enhancing the customer experience while managing cost to serve.

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. Work in conjunction with Collaboration Manager to support the development of customer agenda including presentation data and ownership to see that follow up actions are closed off. 

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 though 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 (MBR) 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.

Qualifications

- 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 work activity and miscellaneous assignments and be able to organize and prioritize workload and follow-up accordingly.
- Adaptable to change and show ability to manage at all levels and with different styles of leadership and or personalities.
- Exhibit ability to ensure current procedures, policies, and processes are being followed, providing customer support to continuously improve ways of working, service levels, and overall customer experience. 
- 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.
- Demonstrate ability and willingness to work in a team environment and accomplish goals through cooperation and maintains composure under pressure of deadlines.
- Exhibits a strong presence, comfortable with providing key deliverables and updates across all levels of management.
- Possess a high degree of business acumen.
- Embrace organizational changes within the working environment and assist others to ensure adoption.
- Proficiency in ERP (SAP a plus), Microsoft project suite, Tableau, and Salesforce

Salary Range: $60,000-$75,000, along with an annual bonus, 401K match, profit sharing, and medical and wellness benefits. The salary range is commensurate with the candidate’s location, experience, and skillset. The range will vary if outside of this location.