Customer Collaboration Specialist

Overview

At Suntory Global Spirits, we craft spirits of the highest quality and deliver brilliant experiences to people around the world. Suntory Global Spirits has evolved into the world's third largest leading premium spirits company … where each employee is treated like family and trusted with legacy. With our greatest assets – our premium spirits and our people – we're driving growth through impactful marketing, innovation and an entrepreneurial spirit.

Suntory Global Spirits is a place where you can come 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.

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 elevate 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.

• 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…