Treasury Wine Estates (TWE) is one of the world's leading wine companies. We know that it's the thinkers, makers and doers who have the most impact as we continue to strive towards being recognized as the world's most admired premium wine company. We are proud of our portfolio of brands that have tremendous heritage, rich quality and a reputation for excellence across the globe. From the iconic luxury of Penfolds, to the broad appeal of Beringer, Etude, Sterling, Stags' Leap, Beaulieu Vineyard and newer brands like 19 Crimes, we are committed to creating memorable wine experiences for our consumers.
Treasury Wine Estates (TWE) seeks an experienced Customer Service Specialist for our Americas region who will ensure all day-to-day customer order entry and order fulfillment related activities are dealt with in a courteous, accurate and timely manner. This role is a true customer service specialist position and will be responsible for a customer base coming from a wide range of domestic and overseas source locations (markets served include North America and US export customers). This role is responsible for ensuring compliance to standard operating procedures to effectively, efficiently, and in compliance, support achievement of Service Level Agreements. The purpose of this role is to advocate customer expectations through a commitment to customer retention and superior customer service that exceed the deliverables of our service model. The successful incumbent will be responsible for ensuring all day-to-day customer related activities adhere to standard, repeatable processes within the Global Business Services ("GBS") principles.
Key Responsibilities include:
Support the Global Business Service mission, align to the key principles of the Order to Cash stream, while representing the needs of the customer to all internal departments to ensure on-time delivery of quality products.
Own outcomes from the off-shore team and lead as the Subject Matter Expert ("SME") in the following disciplines: customer Purchase Orders that exceed quality requirements to order entries, pricing, minimum product ordering requirements, lead-times, order status, shipping requirements, order accuracy, and overall health of accounts.
Adhere to best practices within standard operating procedures that improve the customer experience at touchpoints across the support journey, including service interactions across channels, processes, and workflows.
Facilitate resolution to non-standard escalation requests from customers and internal teams to solve customer complaints, credit issues, product returns, ad hoc order changes, and expedites.
Ability to work collaboratively across geographies as part of a team, yet also work independently on complex global order fulfilment and customer-facing issues.
Drive advanced planning methodologies within the global services model, and partner with off-shore team to adhere to standards to support growth in high-volume peak seasons.
Impart and improve knowledge of all Order to Cash related processes, ensuring off-shore service team is up-to-date with requirements.
Assist in identifying out of process trends in current fulfilment performance compared to standard operating parameters in off-shore operations.
Accountable for Order Fulfillment/Order Entry performance to exceed Service Level Agreements and Objectives in line with GBS OTC Key Performance Indicator metrics in line with company set targets.
Use multiple enterprise information systems, reports and spreadsheets to provide insight to commercial accounts that will solve unique and complex service delivery issues.
Interpret and communicate outcomes using various daily/weekly specialized report information to convey decisions. Use data to make informed decisions to drive best outcome.
Demonstrate competencies in higher-level functions such as: i n-depth knowledge of supply chain and service delivery variables that impact customer satisfaction. Serve as e scalation point within the centralized shared GBS model.
Expected to have extensive knowledge in account management and gain specialized knowledge about TWE product configurations and offerings. Excellent data handling and analysis skills required. Advanced Excel skills preferred.
Ability to independently and effectively prioritize, support and follow-up on resolutions that ensure customer satisfaction.
Support service and process improvement projects to improve service levels and supply chain responsiveness.
May be called upon to train staff on order fulfilment transactions and desktop procedures and methodologies.
Close alignment with 3PL Warehouse on delivery schedules
Participation in regular service meetings with our centralized customer service teams.
Associate's Degree or related industry experience required.
Proven experience working across the US or International market in a Customer Service role.
Well-developed interpersonal/communication skills, and service-influencing and relationship-building skills required.
Systems skills in ERP and Microsoft applications required. JD Edwards or SAP ERP systems knowledge appreciated.
Wine industry or manufacturing experience desired but not required.
What's in it for you
The opportunity to be bold and make an impact in the world of wine
Access to the world's most celebrated wines through our employee product allowance
True flexibility in determining how, when and where you work to achieve your potential
Opportunity to build a career across multiple functions (we're really good at doing this!)
Structured development programs to support your health, wellbeing and career
"TWEforME Day" - an additional day of leave each year, for you to do you
Officed in the beautiful Napa Valley region
We bring our whole selves, we're courageous and we deliver together - that's our DNA. We're a passionate bunch who enjoy working together, like to have fun and keep things down-to-earth. We're brave enough and care enough to have the right conversations to get the best outcome and are famous for our can-do attitude. We're definitely "glass half full" people and see challenges as opportunities and move with pace to achieve our goals.
If you're ready to help us be the world's most admired premium wine company, please apply now!
Inclusion, Equity and Diversity
Just like the wide range and variety of brands in our wine portfolio, TWE embraces diversity and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or on the basis of disability.