Bacardi Looking for Customer Service & Logistics Manager at Tultitlán, México, México Full Time

OUR CULTURE

We share the passion and entrepreneurial flair of our founder and are guided by our three culture pillars – Fearless, Family and Founders, they inspire our Primos to be the best they can be and drive us forward in all we do. But what does this mean?

• Being Fearless; means adopting an agile mindset, being comfortable trying new things and taking risks. We are empowered to question, challenge, and innovate.
• Family; We treat each other, and our communities, like Family. Always.
• Founders; The spirit of entrepreneurship is at the heart of everything we do. We see the business as if it is our own. We do the right thing for the business, and we all take accountability for our work.

When you join Bacardi, you become part of our family and gain more than just a job.

WHAT DOES A Customer Service & Logistics Manager DO?

The Customer Service & Logistics Manager drives end-to-end supply chain efficiency, overseeing order management, warehouse operations, and 3PL distribution while ensuring high service levels and cost optimization. This role leverages SAP Inventory Management for accurate stock control and manages national distribution expenses to maintain financial discipline. Leading both unionized and administrative teams, the manager ensures compliance with labor laws and fosters a high-performance culture. With a focus on continuous improvement, they optimize logistics processes, enhance customer experience, and align operations with business growth strategies.

Responsibilities

Warehouse Management

• Utilize SAP Inventory Management module with expertise in transaction usage for inventory administration, including stock adjustments (goods receipts and issues), transfers, and reconciliation processes to ensure accuracy and efficiency in warehouse operations.
• Oversee warehouse operations managed by the 3PL, ensuring efficiency and compliance with service and cost KPIs.
• Ensure inventory accuracy by implementing audit controls and periodic reconciliation with the 3PL.
• Optimize space management, ensuring proper product placement and handling based on rotation and demand.
• Guarantee compliance with safety, occupational health, and customs regulations in product storage.
• Manage safety stock and oversee inventory levels according to projected demand.
• Ensure proper execution of receiving, storage, picking, and dispatch processes.

Distribution via 3PL

• Manage the relationship with the 3PL to ensure adequate service levels in transportation and distribution.
• Monitor 3PL performance through key KPIs such as on-time deliveries, lead time, and distribution costs.
• Coordinate delivery windows with customers and the 3PL, minimizing costs and waiting times.
• Implement continuous improvements in logistics processes with the 3PL to optimize costs and improve delivery times.
• Oversee transportation documentation, ensuring proper compliance with invoicing, delivery notes, and delivery records.
• Resolve operational issues with the 3PL, ensuring quick and effective responses to distribution problems.
• Manage distribution expenses by tracking and analyzing transportation rates for national distribution.
• Ensure proper cost control and budget adherence for distribution expenditures.

Order Management

• Manage the entire lifecycle of orders from reception to final delivery.
• Implement and optimize order capture processes via EDI, email, and digital platforms.
• Ensure proper validation of orders in the system, including price verification, stock availability, and compliance with commercial policies.
• Coordinate with planning, imports, and sales to ensure product availability and service commitments.
• Monitor and manage open orders, ensuring timely processing.
• Handle credit blocks in coordination with finance and sales teams.
• Guarantee the correct and timely issuance of invoices and documents related to orders.
• Coordinate with the 3PL for dispatch scheduling to ensure efficient and timely deliveries.
• Analyze and report key Order Management process indicators to drive improvements in customer experience and operational efficiency.
• Leverage SAP tools to track order status, inventory allocation, and fulfillment accuracy.

Logistics Operator Management

• Lead the selection, negotiation, and management of logistics service providers, ensuring alignment with business objectives and cost efficiency.
• Establish performance metrics and service level agreements (SLAs) for logistics operators and ensure compliance.
• Drive supplier performance reviews to identify gaps and implement corrective actions for continuous improvement.
• Develop long-term partnerships with logistics providers to support operational scalability and strategic initiatives.
• Collaborate with procurement and finance teams to manage contracts, evaluate costs, and ensure competitive pricing.

Unionized and Administrative Personnel Management

• Oversee the management of both unionized and administrative staff, ensuring alignment with company policies and labor agreements.
• Develop leadership strategies to foster engagement, productivity, and compliance within the warehouse and logistics teams.
• Implement training and development programs to enhance the technical and operational capabilities of employees.
• Serve as a key liaison in labor negotiations, conflict resolution, and workforce planning.
• Ensure compliance with labor laws, safety regulations, and organizational HR policies.

Continuous Improvement and KPI Control

• Identify improvement opportunities in warehouse, distribution, and order management processes.
• Implement continuous improvement initiatives in collaboration with the 3PL and internal teams.
• Ensure compliance with service agreements with the 3PL and customers through periodic KPI reviews.
• Actively participate in internal and external audits to ensure compliance with operational and regulatory standards.
• Train and develop the team in best practices for warehouse management, distribution, and Order Management.
• Use SAP reporting tools to analyze supply chain performance and optimize processes.

This Manager role is critical in ensuring supply chain efficiency, optimizing logistics costs, and leading high-performing teams while delivering an exceptional service experience for customers.

Skills

• Project Management (internal & External stakeholders): Team leader for complex internal or external projects with multiple parties involved.
• External orientation: Conducts negotiations regarding contract performance, service offers with external suppliers, system consultant management.
• Market Understanding and CS skills: Has knowledge about customer processes and can propose internal improvements.
• Logistics & Distribution Processes: Strong knowledge about transport planning (inbound / outbound) and warehousing.
• Software (SAP, MS Office, BI, APO): Developed skills in at least one or two packages that enable added value for the role with solutions for efficiency or insight.
• Knowledge of the SAP SD module, Inventory Management (SAP MM-IM), Warehouse Management (SAP WM or SAP EWM), Goods Receipt and Dispatch, Storage Bin Management and Strategies, Analysis and Reporting
• EDI Interfaces knowledge with 3PL WMS; Electronic Invoice and EDICOM knowledge is a plus.
• People management skills: Operates collaboratively on the executive team, availability to influence across departments and various levels of leadership.
• Language Skills: Fluent English.

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.