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Diageo
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Senior Analyst, Commercial Experience Service Delivery

Senior Analyst, Commercial Experience Service Delivery

Diageo

6 - 12 years

8 - 14 Lacs

bengaluru

Posted:11 hours ago| Platform:

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Skills Required

bpo order management supply chain sap customer service ms office continuous improvement crm otc business operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Dimensions

The role is responsible for a specific process customer service across GDBS served markets.

Market Complexity:

The role would entail responsibility for the step change, standardization and process harmonization of Customer Service Management across GDBS served countries.

Financial

a) Financial

Cash Cycle deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base.

Cash Cycle is also interacting with some 55.000 vendors treating some 550.000 invoices per year.

Purpose of Role:

The Customer Service Advisor is the first point of contact for customers, incl EDI customers, IMC s, 3rd party service providers (warehouse) and ABSC teams and acts as the link between Cash Cycle Department and contacts outside GDBS Cash Cycle.

Responsible for delivering high-level customer service and ensuring on time, in full shipments.

To ensure that all customer service related queries are followed up and resolved accurately, efficiently and according to the relevant SLA.

To contribute ideas, energy, passion and support to the continuous improvement of the Cash Cycle process.

To ensure that internal control procedures are strictly adhered to.

Customer Service teams in certain markets are also responsible for logistic activities, measured by OTIF. Ensures that Key performance Indicators are reaching the target.

Logistics Advisor tasks can also be relevant in specific markets ( eg. Proactively handle relationship with 3PLs, collaboration between Supply Chain and CS, invoice corrections, stock reconciliation etc..)

Diageo Global objective is to provide excellent customer service to improve customer satisfaction outside and inside Diageo, and to ensure smooth transition of new EDI customers.

Diageo Capabilities:

Excellent interpersonal and communication skills with stakeholders
Deliver on promises
Accuracy and attention to details
Looking for and responding to feedback
Good knowledge of customers and market specifics
Generating ideas for issue resolution and service improvement
Positive can do attitude
Taking ownership for resolution, escalates where vital
Ability to build great relationships with customers
Understand and comply with controls in own area
Good team player

Top 3-5 Accountabilities:

Order management, including EDI ordering ( Idoc corrections, issue resolution for EDI related problems)

Handling all incoming customer queries and requests

Continuously improving service levels in cooperation with the internal teams and other parts of the business to strive for perfection in a highly competitive environment

Being responsible for proper communication between Diageo and customers

Maximising customer satisfaction level and order entry accuracy

Qualifications and Experience Required:

Crucial

Fluent English

Strong interpersonal and communication skills

Strong MS Office knowledge

Very strong customer service attitude

Desirable

College or university Degree

System skills (SAP knowledge)

Having an overview of market and customer specifics

Barriers to Success in Role (Optional):

Insufficiently open-minded and not flexible

Lack of CRM and accuracy

Not sufficient language capabilities

Inability to work as a part of a team

Flexible Working Options:

Normal business hours

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Senior Analyst, Commercial Experience Service Delivery