Social Customer Service Manager

Asahi UK (AUK), part of Asahi Europe & International Ltd, aims to enrich consumer experiences through innovation, high-quality service and an exceptional portfolio of premium beer, ale and cider brands including, Peroni Nastro Azzurro, Asahi Super Dry, Meantime, Fuller's London Pride and Cornish Orchards. Our aim is to be the leading super premium beer business in the UK, through a brand mix that creates a compelling proposition. At AUK we operate as an end to end business unit responsible for sales, marketing, customer operations, production, supply chain and wholesale operations in the UK & Ireland. Asahi Europe & International is a subsidiary of Asahi Group Holdings Ltd, a global beverage and food company listed on the Tokyo Stock Exchange, Japan. Employing 12,000 people, Asahi Europe & International is the custodian for leading super premium lager brands Peroni Nastro Azzurro, Grolsch, Asahi Super Dry, plus international Czech lager brands, Pilsner Urquell and Kozel. The business has world-class brewing and production facilities in 8 markets - UK, NL, ITL, PL, CZ, SK, HU, RO. In most of these markets, we are the leading brewer with full portfolio of famous brands. Commercial operations in other parts of Europe, USA, Canada, LatAm, Africa and Asia are served through our global distribution network. With state-of-the-art facilities, some of the best brewers in the world, quality ingredients, and a culture based on innovation and collaboration, Asahi offers the best quality of beer to beer lovers worldwide. Customer Care Manager - FTC Asahi UK are currently recruiting for a Customer Care Manager to join our Supply Chain function on an initial 6 month Fixed-Term Contract . The Customer Care Manager is responsible for the execution of all supply chain service activities, administration and reporting related to the order to cash cycle on all beer deliveries. The Customer Care Manager is responsible for the following key outputs and accountabilities: Ensure that all orders are invoiced accurately, and any credits are completed in a timely basis in line with financial requirements - i.e. 'Proactively manage the order process from start to finish on the ERP system, ensuring all orders captured accuracy and conform to Asahi's shipping and MOQ requirements. Analyse data and responding to customer questions in a timely manner, with urgency Support the accurate capture of order incidents to support the 3PL's Responsible for management and execution across the team of multiple email accounts including, set up for new customer accounts, consumer queries, and administrative support and automated orders management. Achieve On Time and In Full-service metrics for all customers by coordinating delivery of goods for orders with the wider business planning, logistics, sales and finance Set the right impression as first point of contact with customers and consumers over the phone and via email; Escalate challenges or concerns from customers to the CS Manager when needed for immediate customer service resolution Make decisions to enhance the customer experience and deliver the perfect order. Achieve 95% service level to all customers Deliver 2024 marketing and commercial plans Additional responsibilities to support other activities Customer or supplier relationship management exposure System experience in an ERP environment and intermediate excel skills Experience and knowledge of using SAP Intermediate Excel skills Is able to tailor the manner of communication to take into account the very different groups of people communicated with. Strong analytical skills able to make the connections in data, events and trends. We are committed to nurturing a workplace where we celebrate and respect difference, and support everyone to be true to who they are! At Asahi Europe and International we believe you can SHINE AS YOU ARE - no matter your age, gender, ethnicity, sexual orientation, disabilities, religion, or beliefs. We want to support you to be courageous in your individuality and to know that whoever you are and whatever your circumstances, you can belong with us without having to conform. #