asahiceeur
DRAUGHT OPERATIONS EXECUTIVE
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Draught Operations Executive
Key Purpose Statement:
The Draught Operations Executive is responsible for ensuring that the draught service, quality, and cost targets are met through daily operational management of work requests as completed by the third-party service provider as well as ensuring effective communication with the AUK field sales team. The role will track the performance of the service provider and drive improvements on a day-to-day basis and through weekly review sessions.
The role is key to ensuring complete customer and consumer satisfaction at the point of dispense for Asahi UK draught products through effective and professional levels of service delivery and technical support in line with budget.
Key Accountabilities:
Draught Dispense Installation and Maintenance Operations Management
- Support the draught dispense installation & maintenance programme as completed by the third-party service provider(s) ensuring that works are completed within SLA and budget. Activities include:
- Primary contact for third-party service provider and equipment supply partners’ operational teams, AUK sales and marketing personnel, and customers on all day-to-day matters relating to draught operations.
- Work closely with the third-party service providers on a day-to-day basis to ensure delivery of service agreements and achievements of service targets.
- Accountable for managing out-of-SLA or technical queries to minimize the impact of failure on the customer and on cost.
- Accountable for the daily Work in Progress call to monitor whether all actions are delivered effectively by either third-party service provider or AUK sales team, ensuring work requests are delivered to SLA or closed down as appropriate.
- Resolve or escalate any issues relating to service or product quality to the draught management team or third-party service provider as appropriate.
- Manage the Technical Services inbox and ensure all queries are responded to in a timely manner.
- Ensure CRM system is kept updated with detailed records for new and removed draught system installations and associated assets, including daily data matches.
- Oversee customer Request for Work (RFW) online systems (e.g., Enterprise TSR & Punch/ Spirit RFW sites) ensuring the third-party service provider are updating, acting & closing requests in line with agreed service levels.
- Accountable for the annual mobile bar commissioning activity and deployment of new and movement of existing bar assets. Assigning commissioning works to agreed service providers, ensuring delivery to SLA and within budget.
- Accountable for managing the order, authorisation, and delivery of special order dispense equipment, ensuring delivery to SLA and within budget.
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Customer Services Management
- Build and maintain supportive relationships at an operational level with internal and external customers managing and delivering against expectations.
- Attend on trade channel and field sales team meetings delivering service updates, ongoing training, and initiatives to foster a collaborative relationship and bolster the AUK Supply Chain profile.
- Actively devise and investigate ways to improve the draught technical installation and maintenance operation in the spirit of continuous improvement, reducing complexity, improving administrative efficiency, and working smarter with other teams and partners.
- Support the Draught Operations Controller in the design and implementation of new services/processes, third-party service providers, new customers (MRG), and updated branded equipment.
Contract Management
- Prepare and align agreed reporting on operational, service, and cost performance targets with the third-party service provider to support performance review.
- Attend the weekly Operations Meeting with the third-party service provider to agree weekly SLA’s and address ongoing operational issues.
- Support the Draught Operations Manager as appropriate at monthly operational review meetings.
Asset and Inventory Management
- Ensure equipment orders from Customers who deliver their own technical service provision are processed accurately & delivered on time by the 3rd Party Equipment Distributor whilst maintaining accurate records reported monthly.
- Monitor inventory at 3rd Party Service Provider depots to ensure that optimum stock levels are maintained and are neither exceeded nor too low.
- Support the Draught Operations Controller to ensure that the third-party technical services provider comply with dispense equipment controls and processes. Examples include receipt of inventory movement reporting and stock reconciliations, attendance of stock counts, authorisation of stock losses, or supporting equipment quality claims.
- Checking and administering Line Charge claims ensuring all claims are valid via communication with third-party service provider and system owner and that information is recorded against individual stockists on the CRM system in a timely and accurate manner.
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General
- Accountable for the coordination, development, and delivery in conjunction with the Draught Quality Managers of “Draught Administration Process” Induction program to all relevant new members of the AUK sales team.
- Raise requests for DTS team Purchase Orders and maintain Purchase Order Log for all requests and available spend against budget.
Experience Required:
- Knowledge and experience of the Drinks or Beer Industry will be an advantage.
- Experience in a customer service or operational role managing large volumes of work orders within an FMCG environment.
- Customer or supplier relationship management exposure.
- Experience of training on a 1-2-1 and group basis is advantageous.
- Project management experience.
- Excellent PC skills: advanced user of Excel, proficient in Word & PowerPoint.
- Knowledge of recognized CRM tool with experience of implementing system developments an advantage.
Key Attributes of the Successful Person:
- Customer and quality focused.
- Demonstrates strong commercial awareness and good analytical skills.
- Able to build productive customer or supplier relationships that deliver against the business objectives.
- Able to work within a Head Office environment with the ability to communicate and influence both senior stakeholders and other departments within the business.
- Able to work on own initiative with minimal supervision.
- Demonstrates excellent administration skills and attention to detail; thorough and logical approach to work.
- Ability to quickly develop a good working knowledge of CRM type systems.
- Diligent in completion of tasks and projects.
- Able to work effectively in a close-knit team, often in pressurized situations.
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.
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