LEAP - Global Business Process Manager - Customer Service

Leap is one of the major transformation programs currently at Pernod Ricard. It is focused on designing and build our future proof ERP system, enabling harmonization of all transactional processes across the Group.

The role of the customer service manager, within Order to Cash in Leap, will be to design the integration and enhancement of customer service operations within Pernod Ricard's ERP system, with a specific focus on looking at interactions with the customer portal. This role aims to elevate the customer service experience by providing seamless, efficient, and engaging interactions through the customer portal, fully integrated with the ERP system for real-time data access and service excellence.

Your key missions

• You will be the ERP Process Design for Order Management: Design detailed ERP processes for order intake and management, ensuring a seamless flow from customer order placement to fulfillment. Focus on accuracy, efficiency, and the flexibility to handle various order types and customer requirements.
• You will be the customer Support Services Integration: Develop ERP processes for comprehensive customer support services, including inquiry handling, issue resolution, and after-sales services, ensuring quick response times and effective problem-solving capabilities.
• You will be in charge of ERP Customization for Customer Service: Work closely with the ERP implementation team to configure the ERP system, ensuring it supports the specific needs of customer service operations, including order tracking, customer communication, and service request management, while ensuring an overall standardized and harmonized processes.
• You will ensure Cross-Functional Collaboration: Coordinate with sales, logistics, Tech, and finance teams to align ERP customer service processes with overall business operations, ensuring cohesive and efficient customer service delivery.
• You will be in charge of performance Monitoring and Reporting: Establish metrics and reporting within the ERP system to track the efficiency and effectiveness of customer service processes, identifying opportunities for process improvement and enhancement.

If you recognize yourself in the description, don't wait and apply!

• You have a Master's degree engineering or business school
• You have 5 -10 years' years of experience with:
• Experience in Customer Service Operations in CPG (internal PR preferred)
• Consumer goods sector experience in commercial / CS functions
• You have strong experience in SAP, experience in Order to Cash Portals is a nice to have
• You are fluent in English, French or Spanish is a plus but not mandatory
• You have project management experience and the ability to be hands-on as well as having a strategic vision
• You are a strong team player

Location: Paris

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 values diversity and solidarity within its organization and in its relations with stakeholders. Our recruitment methods focus on skills, and we welcome all types of talents. 

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