Customer Operations Analyst

  • Company: Moët Hennessy USA
  • Location: United States
  • Business group: Wines & Spirits
  • Contract type: Permanent Job
  • Function: Supply Chain
  • Experience required: Minimum 2 years
  • Reference No.: MHUS00364
  • Date of publication: 2019.06.25

Profile

MISSION STATEMENT The customer operations analyst is responsible to manage the orders process in a timely and accurate way within its market cluster and support the distributor to order the correct product at the right time and in the most efficient way. He / she is also the Operations first contact for its cluster market's region / distributors regarding operations topic such as demand planning (forecast), logistics and master data to transmit region / customer needs to correct stakeholders. The customer operations analyst is also responsible to work directly with region / distributor to optimize orders management way of working. MAIN RESPONSIBILITIES Order process management & analysis (consecutive steps) 1. Plan monthly orders flow in partnership with demand planning by analyzing optimum mix and flow of goods. This means reviewing key products to be ordered (VAP, LED, new products, ...) and potential size mix stock issues (over stock or out of stock). 2. Provide guidance to distributors on order based on planning such as proactively communicate VAP specification offerings, allocations, new products, vintage change programs. Also advise on sales orders with base SKU's to align to current limited-edition. And ensure distributor PO's are being submitted in a timely fashion (VS/VSOP). 3. Process orders based on MHUSA policies and guidelines. Ensure accuracy and completeness of orders received (thru EDI or entered manually) as well as validate sourcing and pricing. 4. Review and optimize orders regarding route to market (Warehouse vs Direct Import), exceptions-based alerts (out of stock, delivery blocks, allocation issues, credit hold and delays) and immediately inform distributor and region of changes. 5. Analyze orders to ensure that they are in line with plan as far as consumption vs target, Days of Inventory management to have the right inventory and measure the size mix to ensure that depletion can be maximized. Provide analysis to customer operations director and region for review. 6. Ensure that the orders are finally delivered (whether warehouse or Direct Import route) to make sure that distributors receive their goods. Relationship management (internal & external) >  Provide comprehensive, single-point-of-contact customer service to Purchasing Agents, Trade Marketing / Commercial, Customs Brokers, Carriers and Third-Party Warehouses with the utmost sense of urgency. >  Lead bi-weekly calls with distributors and region to review all topics related to order management (Dashboard with orders status, sales targets, allocations, sourcing breakers, DITP, etc.). >  Own weekly communication with purchasing agent to review current order status, open allocations, anticipate VAP orders, ... and all in respect to supply constraints and sales goals. >  Transmit customer needs to the appropriate business stakeholder (Demand planning, logistics, master data, Commercial, Pricing, etc.) >  Provide suggestion and guidance on how operation can support and benefit sales programming and marketing activities to meet region goals. QUALIFICATION, EXPERIENCE & SKILLS REQUIRED: Education: Undergraduate Degree Required, Advanced degree preferred Languages: English Professional experience & know how: - Highly organized individual with 5 years of customer order management experience as well as distributor relationship experience who can work with limited direction; must be able to set and adjust priorities independently. - Must be customer service focused. - Strong understanding of supply chain mechanics preferably with knowledge or importing, distribution in the US. - High level of attention to detail and accuracy, Solid interpersonal and verbal and written communication skills required; good systems knowledge and understanding required. - SAP experience preferred. - Experience working within the beverage alcohol & three - tier system is a plus.

Additional information

QUALIFICATION, EXPERIENCE & SKILLS REQUIRED: Education: Undergraduate Degree Required, Advanced degree preferred Languages: English Professional experience & know how: - Highly organized individual with 5 years of customer order management experience as well as distributor relationship experience who can work with limited direction; must be able to set and adjust priorities independently. - Must be customer service focused. - Strong understanding of supply chain mechanics preferably with knowledge or importing, distribution in the US. - High level of attention to detail and accuracy, Solid interpersonal and verbal and written communication skills required; good systems knowledge and understanding required. - SAP experience preferred. - Experience working within the beverage alcohol & three - tier system is a plus. Moet Hennessy USA, Inc. is an equal opportunity/affirmative action employer. Moet Hennessy USA, Inc. considers candidates without regard to race, color, religion, gender, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.
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