Customer Service Specialist, Europe

[Please note this is a Direct Search led by Bacardi, Applications from agencies will not be accepted nor will fees be paid for unsolicited CVs.]

WHAT DOES A CoE CUSTOMER SERVICE SPECIALIST DO?

The CoE Customer Service Specialist manages the end-to-end transactional order management cycle for all European markets (Tier1,2 and 3). This role reinforces support to Tier 3 markets and provides service to Bronze customers across all European markets.

Prioritizing accuracy, speed, and consistency, the Specialist drives efficient, high-quality transactional operations and written customer communication. As a centralized function, it ensures seamless, process-driven customer service delivery across multiple European markets.

ARE YOU READY TO EMBARK ON YOUR NEXT MOVE?

• Do you dare to be different?
• Are you willing to question, challenge and innovate in pursuit of excellence?
• Can you work collaboratively and inspire others?
• Are you ready to make your mark?

Don Facundo Bacardí revolutionized the world of rums. As the cocktail industry continues to flourish every day, we strive to follow his legacy and delight the most demanding in the industry - our consumers That's where you come In

Responsibilities
WITH OUR CONSUMER AT THE HEART, YOUR KEY RESPONSIBILITIES WILL BE TO:

• Accurately execute the full transactional order management cycle (order entry, validation, and timely follow-up) across multiple European markets, ensuring adherence to quality and process standards.
• Support Tier 3 markets and manage all interactions with Bronze customers across Europe, delivering clear, consistent, and professional communication.
• Collaborate closely with Customer Experience Partners in respective markets to align on customer needs, resolve issues efficiently, and ensure a seamless customer experience.
• Adhere strictly to the established Service Strategy, applying customer segmentation and tier-specific protocols in line with defined SLAs to prioritize and tailor service delivery.
• Proactively monitor order and system data accuracy, identifying discrepancies and driving corrective actions to maintain data integrity across transactional processes.
• Escalate complex exceptions and unresolved issues promptly to regional teams or subject matter experts, facilitating timely resolution and minimizing customer impact.
• Manage and resolve customer tickets efficiently, maintaining high standards of responsiveness and customer satisfaction, according to Service Strategy.
• Champion continuous improvement initiatives by identifying process bottlenecks, proposing enhancements, and supporting implementation to optimize operational efficiency and service quality.

Skills
THE SKILLS AND EXPERIENCE NEEDED TO CREATE YOUR LEGACY:

• Bachelor's or Master's degree in Engineering, Business Administration, Supply Chain Management, or a related field.
• Previous experience in fast-moving consumer goods (FMCG) is preferred.
• Strong attention to detail with a focus on data accuracy and process consistency.
• Proficient in SAP order-to-cash processes and transactional customer service.
• Excellent time management and ability to prioritize high volumes of transactional work.
• Service-oriented mindset with resilience to manage pressure and meet deadlines.
• Fluent in English; native proficiency in one European language plus an additional language is preferred.
• Strong written communication skills tailored to remote customer interactions.
• Efficiency-driven and process-minded with a continuous improvement approach.

PERSONAL QUALITIES

• LEADERSHIP AND LEARNING AGILITY

Demonstrating our Values and showing strong Learning Agility are key to thriving in this role — and to growing into future opportunities within Bacardi.

LEADERSHIP AGILITY

At Bacardi we care deeply about finding brilliant talent who can bring the following personal attributes to help elevate our 3Fs: Fearless, Family, Founder culture to the next level.

• Belonging: You have a strong capacity to create a culture of 'Belonging', where people feel appreciated for who they are, what they do, and who they can become
• Self-Awareness: You have high levels of self-awareness, are reflective and know yourself well, understanding both your own strengths and weaknesses and your impact on others
• People Agility: You bring a deep ability to understand and relate to people and navigate through tough situations to harness and multiply collective performance
• Results Agility: You demonstrate consistent delivery of results in first-time situations by inspiring teams, exhibiting a presence that builds confidence in yourself and others.
• Mental Agility: You can think critically to penetrate complex problems and expand the possibilities by making fresh connections. You think strategically whilst being execution focused and bring creativity to the challenges you're presented with
• Change Agility: You have a deep natural curiosity, desire to experiment and ability to effectively deal with the heat of change. You have a growth and learning mindset: ready to test, stumble, learn and apply from experience

Disclaimer: Bacardi seeks talent from all backgrounds to bring diversity of thought, agility and capability to our organization across the globe. We promote a working environment where all employees are treated and rewarded fairly. We do not tolerate any form of discrimination that adversely affects individuals or groups on the basis of national origin, race, color, religion, sex, gender, sexual orientation, marital status, disability, age, and any other legally protected aspect of a person's identity.
U.S. applicants have rights under Federal Employment Laws.

Perks of Working for us
At Bacardi, we are committed to providing our Primos (employees) with a comprehensive Total Rewards package of compensation, benefits, incentives, allowances, well-being, and much more to meet the needs of themselves and their families. It goes beyond just Cash The total rewards program is based on pay for performance, whereby the incentive programs are linked to company and individual performance.

Compensation, Paid Time Off & Retirement:

• Competitive Pay Package
• Competitive Holiday/Paid Time Off, plus additional days offered ( i.e., volunteer day, allowing you to give back to the community)
• Retirement/Pension Plan

Health & Wellbeing

• Medical, Critical Illness, and Life Insurance
• Calm Meditation App subscription (free)
• Employee Assistance Programs
• Best-in-class, family-friendly, and inclusive leave policies

Additional Benefits
The benefits /perks may vary depending on the nature of your employment with Bacardi, your work location, and are subject to change.

Some benefits may be subject to an employee contribution.

Some benefits may be fully or partially subsidized. Incentive plans are linked to the nature of your employment and can vary based on region, market, function or brand.