LEAP – Customer Service & Delivery– Global BPO

LEAP – Customer Service & Delivery– Global BPO

Join Pernod Ricard on its ambitious transformation journey and become a part of our new global Program “LEAP”, aiming to enhance collaboration at a global level to better support our business ambitions.

LEAP is bringing together experts to reshape the way we operate by framing, designing, building, and deploying new processes. By building a common business language and harmonized procedures, LEAP will allow us to take togetherness at the next level, and enable many initiatives and innovations, fueled by data and technology.

Ready to take a LEAP? Pernod Ricard is looking for a Global Business Process Owner
Customer Service & Delivery within Order to Cash process teams is responsible for designing and overseeing the logistics processes from the supply side to customer order fulfillment within the ERP system. This role is crucial for ensuring that the supply chain is effectively managed to meet market demands and customer orders efficiently, aligning logistics operations with business strategies and customer expectations.

 Your key missions:

• Strategic Process Design: Architect comprehensive customer service & Delivery processes for integration into the ERP, including advanced order management, inquiry handling, complaint resolution, State of the art Delivery Management & after-sales support mechanisms

• Optimization of Customer Interactions: Utilize ERP tools to refine customer interaction workflows, ensuring streamlined communication, accurate order fulfillment, and timely issue resolution.

• Feedback Management System: Implement a system within the ERP for capturing and analyzing customer feedback, facilitating actionable insights to continuously refine product and service offerings.

• Advanced Customer Data Integration: Manage the incorporation of detailed customer data into the ERP, enabling personalized service delivery and targeted marketing campaigns.

• Cross-Functional Strategy Alignment: Collaborate with sales, marketing, and logistics teams to ensure customer service strategies are cohesive with overall business goals, drawing on ERP insights to inform decisions.

• Service Performance Analytics: Set and monitor service performance metrics within the ERP, utilizing data to drive strategic improvements in customer service & delivery operations.

If you recognize yourself in the description below, don’t wait to apply!

• Master's degree in engineering or business school 

• Required 15 years minimum of experience

• Experience in customer service, in commercial, supply chain, logistics

• Experience in consumer goods industry

• SAP Savy is a nice to have

• English is mandatory, French and Spanish appreciated but not mandatory

Wait, there’s more…

We offer you an outstanding and collaborative workplace that embodies our sharing & conviviality culture, the possibility to work from home (2 days a week), a very complete mutual insurance, an attractive compensation including profit-sharing, the possibility to train daily, employee events…

Pernod Ricard is committed to diversity and inclusion: we are a disability-friendly company, one of France's Top 10 companies for gender equality, and we work with associations to promote social inclusion. Our recruitment methods focus on competencies to ensure equal opportunities. 

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