Job Title
Customer Services & Logistics Manager
Business Unit
WGS UK
Location
Hook
Job Group
Key Relationships
Reports to: Supply Chain Manager
Responsible for: 3 Customer Service Coordinators
Any other key relationships: Commercial Teams, External Customers and Third Party Service Providers,
External Suppliers
Job Purpose
To lead the WGS UK Customer Service team to deliver excellent customer service, managing all demand
activity to meet and exceed customer expectations. To work directly with key logistics service providers to
ensure a high level of service and support, facilitating a smooth and cost effective operation.
Key Responsibilities & Critical Success Measures

Define, develop and execute a first class Customer Service solution that supports the WGS UK business
strategy

Optimise and manage our 3rd Party Logistics Providers to ensure we service customers in the most cost
effective and timely way

Lead, motivate and develop the Customer Services Team in line with the Company Values to maximise
employee engagement

Develop and maintain strong working relationships with key Customers in the market in order to
manage all demand activity and be the customer interface between the Commercial and Operations
Teams

Ensure the appropriate design and delivery of suitable solutions to a variety of complex customer
requirements in collaboration with the relevant Commercial Teams

Ensure customer service reliability achieves > 98% and manage risks to business by liaising with key
stakeholders

Manage the Logistical elements of brand transitions

Lead monthly reviews with external logistic suppliers, taking responsibility for resolving any service
level issues by limiting impact to customers

Work with Global Procurement/Supply Chain Manager on annual contractual negotiations & RFQ’s as
required
Functional Competencies
Function:
Leading and Supervising

Provides others with a clear direction

Sets appropriate standards of behaviour
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
Delegates work appropriately and fairly

Motivates and empowers others

Provides staff with development opportunities and coaching

Recruits staff of a high calibre
Delivering Results and Meeting Customer Expectations

Focuses on customer needs and satisfaction

Sets high standards for quality and quantity

Monitors and maintains quality and productivity

Works in a systematic, methodical and orderly way

Consistently achieves project goals
Analysing

Analyses numerical data, verbal data and all other sources of information

Breaks information into component parts, patterns and relationships

Probes for further information or greater understanding of a problem

Makes rational judgements from the available information and analysis

Produces workable solutions to a range of problems Demonstrates an understanding of how one issue
may be a part of a much larger system
Entrepreneurial and Commercial Thinking

Keeps up to date with competitor information and market trends

Identifies business opportunities for the organisation

Demonstrates financial awareness

Controls costs and thinks in terms of profit, loss and added value
Coping with Pressures and Setbacks

Works productively in a pressurised environment

Keeps emotions under control during difficult situations Handles criticism well and learns from it

Balances the demands of a work life and a personal life. Maintains a positive outlook at work.

Handles criticism well and learns from it.
Planning and Organising

Sets clearly defined objectives

Plans activities and projects well in advance and takes account of possible changing circumstances

Manages time effectively

Identifies and organises resources needed to accomplish tasks

Monitors performance against deadlines and milestones
Values
Be Proud
Be Entrepreneurial
We are proud of our brands, our heritage, and
We foster a forward thinking and pioneering culture that
our commitment to superior quality in our
recognises the need for innovative thinking and continuous
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products.
improvement.
Be Responsible
Think Long Term
We are accountable and are committed to
We all care deeply about the long term prosperity of the
performing to our full potential within our
business and understand that this long term perspective
teams, and as individuals.
gives us a major competitive advantage.
Be Professional
Be Sustainable
We value integrity, transparency,
We wish to make a positive contribution to our
professionalism and constructive debate within
communities and to our environment.
a team working culture.
Knowledge, Skills and Experience

Experience of working in a FMCG organisation and having a comprehensive understanding of customer
service processes and procedures (preferably in beverage/alcohol industry)

Proven record of managing and developing teams through objective setting to performance management

Knowledge of global freight forwarders international commercial terms terms; bunker adjustments factors;
Global pricing; UK Hauliers; European and International freight rules and terms, preferably within the
whisky industry

Experience of managing cost to an agreed budget and working on initiatives to improve overall cost base

Systems experience, particularly the use of ERP and the use of Microsoft Applications, including Word,
Excel, Access and PowerPoint

Knowledge of International trade, HMRC and associated relevant control bodies

Completion of - or progress toward - CILT or similar logistics / supply chain qualification is preferable
Personal Characteristics

Ability to challenge the status quo and drive improvements

Good organiser, ability to prioritize and multi-task

Analytical Problem Solver

Capable of building strong relationships
Created By:
HRBP:
Date:
Date:
Date of last
revision:
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