Senior Analyst-Logistics

Job Title: Senior Analyst- Customer Service

About us: With over 200 brands sold in nearly 180 countries, were the worlds leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, youll test new ideas, learn and grow, and unlock a brighter, more exciting future.

Join us to create a career worth celebrating.

About the Function:

Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are critical to the day-to-day performance of our business. With a team of over 2,000 dedicated and passionate people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila.

Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, youll be rewarded with a world view and the recognition you deserve in our inclusive and supportive culture.

About the team:

About the role: (TE)

Dimensions of the role

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

The role drives Customer satisfaction through service excellence.

Purpose of Role:

Drive On Time In Full and TAG results by managing excellent business partnering with Customers as well as with In-Market Supply Chain, Sales, Commercial Finance Teams and 3PL.

Required Capabilities:

• Willingness and ability to build great relationships with Customers
• Excellent customer service and customer care mind-set
• Excellent interpersonal and communication skills
• Ability to take full ownership of order fulfilment
• Ability to drive Customer satisfaction
• Willingness to gather excellent knowledge of Customers
• Ability to effectively prioritise own tasks building on knowledge of Customer business
• Ability to deliver on promises
• Proactive, solution-focused mind-set and positive can do attitude
• Ownership, entrepreneurial attitude drives issue resolution, escalates where necessary
• Self-confidence and ability to work independently without strong line manager support
• Looking for and responding to feedback
• Active team player

Accountabilities:

• Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, flag and eliminate reoccurring issues (service, dispute, data or technical related)
• Proactive out of stock management, involve Customer to the decision by offering alternatives
• Manage phone orders and Customer initiated order amendments in SAP
• Take ownership of incoming queries from Customers
• Raise and respond to Internal Query Management ticket on time as appropriate
• Update customer contact details and knowledge book regularly
• Manage strong relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and Process Excellence Teams
• Actively promote the CARM (Sarbanes Oxley) / Control agenda
• Reporting to support Customer communication and root cause analysis

Key performance indicators

• Number of disputes and time to resolve
• Average Order Touches
• Touchless orders %
• Return and refusal %
• Order Entry Accuracy
• Customer Satisfaction

Qualifications and Experience Required:

Essential

• Excellent and proven customer service attitude
• Excellent interpersonal and communication skills
• Fluent language skills as required for the specific market
• Solid English language skills company language

Desirable

• College or university Degree
• Financial knowledge
• Commercial Experience process knowledge and working experience
• Good knowledge of internal and external business partners
• Excellent product knowledge
• Good MS Office knowledge

Barriers to Success in Role (Optional):

• Insufficient customer service skills
• Insufficient language capabilities
• Insufficient communication skills (face-to face / phone / written)
• Inability to work as a part of a team
• Lack of accuracy, attention to details
• Difficulties in setting priorities
• Difficulties with demonstrating ownership

Flexible Working Options:

Cover working hours of served market