About Us

HEINEKEN USA Inc., the nation's leading high-end beer importer, is a subsidiary of HEINEKEN International N.V., the world's most international brewer. Key brands imported into the U.S. are Heineken® – the world's most international beer brand, Heineken® 0.0 – an alcohol-free beer innovation, Heineken® Silver – a new lower-carb, lower-cal beer, the Dos Equis Franchise, and the Tecate Franchise. HEINEKEN USA also imports Amstel Light, Red Stripe, Strongbow Hard Apple Ciders, Bohemia and more. For news and updates, follow us on Twitter @HeinekenUSACorp, or visit HEINEKENUSA.com

Who We Are

At HEINEKEN USA, we’re a team with a passion to bring our iconic brands to the next level. The work is challenging, we learn from our experiences (even our mistakes), and we love what we do. You’ll be empowered to think differently, try new things, and GO PLACES.

About the Role:

Heineken USA Operations aims at strategically supporting business growth and delivering value through the operational execution of supply chain activities. Operations are responsible for all supply chain activity including demand forecasting, supply planning, inventory management, customer services and logistics.

The Regional Customer Support Manager role has the responsibility for coordinating the order fulfilment process for HUSA Brands, through different supply chain models. The role has the responsibility to ensure Distributors orders are delivered on time and in full, ensuring optimal costs. The role is also responsible for ensuring issues and queries are resolved in a timely manner.

The role works collaboratively with key business partners to ensure effective customer service is provided to HUSA Distributors, with a high level of interaction with Distributors, Warehouses Demand Points, Transportation Providers, Commercial Teams, Finance and other Operations functions to identify and meet business requirements at an operational level.

Key Responsibilities:

The Regional Customer Support Manager will contribute to the Heineken USA vision of excellence by supporting Distributors and the Commercial Team in delivering excellent customer service. The role exists in a performance oriented culture that requires ability to problem solve and to make quick decisions. The role will be required to achieve the following deliverables including but not limited to:

Manage Order to Fulfillment Process

• Monitor customer orders are timely processed by the team, following the applicable procedures.
• Resolve (or escalate) incidents compromising timely fulfillment of customer orders.
• Manage order modifications and cancellations
• Determine product and/or service availability
• Analyze feasibility and coordinate innovation/renovation initiatives.
• Define and maintain a process to record requirements and applicable regulations for customers/markets.

Manage Distributors Request, Queries, and Claims

• Record and route Distributors requests and inquiries
• Resolve and respond to Distributors requests and inquiries
• Research and negotiate claim and deduction with Distributors
• Perform root cause analysis and prepare chargeback invoices (if applicable)
• Process dispute/deduction adjustments and write-off balances

Business Relationships

• Serve as the primary interface with the Distributor Supply Chain Teams
• Produce and analyses reports to ensure Distributor on-time deliveries from either HUSA Warehouse Demand Points and direct orders from the Brewery
• Communicate with HUSA Commercial Team on order status at various phases in the supply chain process (including warehouse, transportation carriers, invoicing, etc) and advise of any issues
• Identify solutions to resolve any issues within the supply chain that will impact upon service (delayed orders, stock shortages, etc) resulting from vessel delays, quality control issues or brewery production problems
• Identify any brewery or logistics issues with ‘direct loads’ and communicate issues within the wider Supply Chain Team to facilitate resolution
• Prepare a weekly customer service performance scorecard for the Region
• Drive end-to-end supply chain improvement participate (and lead, when applicable) improvement projects.
• Monitor and manage ‘rush orders’ from Distributors ensuring a more stabilized order fulfillment process
• Manage appropriate processes to minimize the destruction of the aged product

Manage Supply Chain Partners

• Work closely with HUSA Breweries, Customs Broker, Warehouse Demand Point and Transportation partners to address and resolve any service interruptions and ensure seamless deliveries to Distributors.
• Serve as the primary contact with Warehouse Demand Points to resolve operational issues (e.g. service issues, error reports, on-time shipments, delivery changes etc) making recommendations to avoid similar issues in the future and ensuring recommendations are implemented.

Distributor Relationships

• Communicate with Distributors on order status at various phases in the supply chain process (including warehouse, transportation carriers, invoicing etc) and advise of any issue
• Enable mutually beneficial business relationships through needs identification and the delivery of business requirements.
• Collaborate with business stakeholders to Identify and resolve any critical issues impacting the business includes both key internal and external relationships.

Basic Qualifications/Requirements:

The role requires a customer service driven and analytically minded professional with the necessary capabilities to ensure the successful delivery of the role requirements and deliver sustainable business value.

Role Profile

• Educated to Degree Level (Supply Chain, Manufacturing, Business, Finance or other relevant subject)
• 5+ years’ experience in Operations / Supply Chain within the Consumer Packaged Goods (CPG) Industry
• Customer Service background

Core Skills

• Strong communication and relationship skills
• Detail oriented with the ability to analyze information and make recommendations
• Ability to explain complex process in understandable terms
• Ability to translate complex data into accessible information
• Ability to work cross-functionally
• Ability to work in a fast paced environment

Technical Skills

• Microsoft Excel and PowerPoint Skills (Access a plus)
• Experience working with SAP
• Experience working with Salesforce Service Cloud
• Knowledge of inventory management and logistics a plus

Other

• Knowledge of Alcoholic Beverages preferred
• Fully conversant in written and spoken English; Spanish a plus

Must Have Culture:

• Safety First
• Be Candid
• Deliver at Speed
• Be Accountable
• Do it Together

HEINEKEN Leadership Expectations:

• Connect
• Shape
• Develop
• Deliver
• Role Model

Compensation & Benefits

• Base Salary Range: $85,000 - $95,000 + Annual Bonus
• Benefits - Medical/Dental/Vision + Matching 401k Plan
• Vacation – 20 Days Paid Vacation & Unlimited Sick Days
• $200 Monthly Beverage Allowance

HEINEKEN USA is an equal opportunity employer. Embracing and celebrating diversity is core to HEINEKEN’s purpose of “brewing the joy of true togetherness to inspire a better world”. We believe that people as diverse as our brews – including and not limited to gender, ethnicity, age, sexual orientation, religious belief, nationality, social background, disability and thinking style – enrich our lives and strengthen our business. We welcome and consider applications from all qualified candidates as we champion a culture of belonging that provides fair and equal opportunities for all.

This position is not available for visa sponsorship.