Purpose of the role
As Customer Service Representative, you will be responsible for :-
- Effective and Efficient E2E order management
- Build unrivalled customer partnerships by being customer centric. Delighting our customer on every interaction through regular and accurate communication and collaboration engagements
- Effectively support Commercial teams in development of high end designated outlets to deliver the volume and full-service package as outlined in the Commercial Plan
- Support the delivery of sales volume and growing of Market share by having great product knowledge, insights to critical commercial deliverables and selling on every interaction.
Top Accountabilities
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Generic:
- Management of all ‘inbound' customer activity workflow (Calls, emails, EDI etc)
- Accurate placing of customer orders
- Satisfactory resolution of customer queries
- Outbound service activity: Sales, promotions/communications, relationship management
- Effective Management of customer Back orders
- Adherence to documents DTP and SOP's
- Always operate in a fully compliant environment
- Drives Simplicity/innovation/efficiency to deliver against constant Improvement agenda (project management)
Under Collaboration agenda: PnP, SPAR, SRC, Makro, Ultra
- Drive visibility of Supply Chain performance through daily/weekly/monthly reporting (including global SAMBC reporting - Customer delight team)
- Lead the collaboration roadmap - in order to deliver improvements in Customer Maturity matrix and Advantage Survey OTC elements (Order processing, Order communication, Customer Service, Returns/refusal management etc)
- Lead the supply chain agenda in internal cross-functional forums (internal Tier meetings, performance reviews) to ensure one voice aligned message to the customer.
- Lead External customer collaboration as per agreed customer timetable, Ongoing performance evaluations and monitoring of key customer metrics, root cause analysis and action plan (External collaboration - performance assessments)
- Connects to the planning and sales performance teams to support growth whilst driving superior service and customer objectives (30/60/90 forward planning)
KPI's:
- CFR and OTIFNE
- SLOB (customer target)
- SIT/OOS at customer level.
- AOT, Touchless orders
- 100% Compliance
- Achieve sales targets, win share.
- Measured in top 5 by our customers.
- Contact hit rate achievement.
- Order hit rate - achievement.
To be successful in this role, you will need :-
- Post Matric qualification (diploma / 1st degree highly desirable)
- Min 3 years ‘call centre' experience.
- Good Communicator (English)
- Good commercial acumen.
- High computer literacy (Excel, Power Point, Word, Outlook, SAP, CIC)
- Foundation customer collaboration capability and skill set
- The key functional capabilities required for this role are:
- Proven track record in delivering GOOD Customer Service (WOM)
- Skilled in negotiating, and influencing skills,
- Ability to work cross functionally.
- Ability to work under pressure.
- Good communication skills - Can showcase leading a call where there is a win/win outcome for both Customer and Diageo through robust engagement, challenge and finding a middle ground.
- Solid presentation and reporting skills
Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and listened to, is a crucial part of this. We believe the most inclusive and diverse culture makes for a better business and a better world. We know that for our business to thrive and for Diageo to realise its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate and to reflect our broad consumer base.
Join us, and you'll be part of an organisation that embraces diversity in the broadest possible sense. This means that you'll be welcomed and celebrated for who you are just by being you. You'll be part of - and help build - an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more. And you'll help us champion inclusion and diversity across our entire business: with our employees, our suppliers, across our brands, and within the communities in which we operate.