Job Title:
Customer Supply Executive
Level:
L6 A
Function
Commercial Experience Gurgaon
Reports To:
Customer Supply Team Leader
Context/Scope:
The OTC (order to cash) Process is responsible for taking care of 19,000 customers and 440 market contacts, split over 5 continents, delivering 24-hour service in 3 shifts.
Bringing together 192,000 orders and delivering 480,000 billing documents, while driving 264,000 Direct Debits per year the OTC Process in GBO (Global Business Operations) collects an average of 6 billion GBP per annum from Diageo customers.
The OTC Process serves around 25 markets, Diageo units or Hubs.
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Most of these are European with each an individual trading structure and culture and currently in a driven economic environment. Markets like GB, North-America and Germany are key contributors to overall Diageo performance.
The Customer Supply Executive (providing service to the Primary Distribution Global Travel - 3rd party customers) reports to the Customer Supply Team Leader and is a member of a team of 9. The GT Customer Supply Team is responsible for the Supply Chain processes for the markets supplied, forecasting, troubleshooting customer relations, issue resolution.
Dimensions:
Financial
The GT Primary Distribution area is a fast-developing area in Diageo.
The growth trend is continuous and multifaceted - the GBO Teams play a key role in supporting the Sales and Financial agenda of this multifaceted growth.
Market/Role Complexity
Diageo GT (Global Travel) is an agile, fast-paced, international business and one of Diageo's fastest-growing units. Operating in 28 countries and serving 180 markets, this is a geographically diverse business.
Leadership Responsibilities
Works logically toward solutions.
Responds positively to direction and shows energy in delivering what is expected within own area of work.
Is receptive to feedback and is willing to learn from mistakes.
Understands the need to create dedication teams and supports the actions of others to deliver this.
Good knowledge of internal and external business partners.
Takes ownership for resolution. Calls out where vital.
Is able to build business partnerships.
Purpose of Role
The Customer Supply Executive has the following responsibilities:
- improving sales by order management
- Providing a High-Quality Customer Service to agreed service standards.
- Continuously improving customer service levels in co-operation with Commercials, Planning, Production, Finance and other parts of the business to strive for excellence in a highly competitive environment.
Top 3-5 Accountabilities
- Capturing and entering orders
- Resolving delivery and price related issues
- Managing promotional and malt stock allocations
- KPI delivery in the area of AOT, OEA, OTIF.
- Relationship management with key customers, Credit Control Team, Planning Teams and Production Plants
- Order management within pre-defined parameters as set out by Brand Owners.
- 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 excellence in a highly competitive environment
- Being responsible for accurate communication between Diageo and customers
- Maximising customer happiness level and order entry accuracy
- Build credible relationship (strong networking, influencing and communication skills required)
- Pro-active order management execution from creation to delivery to the customer
- Manage export documentation processes
- Single point of contact for customers and supply
- Provide visibility and relevant action on orders vs forecast
Qualifications and Experience Required
Essential
- Fluent English
- Strong customer service attitude
- Good analytical skills
- Strong interpersonal and communication skills
- Good problem-solving skills
- Is a good great teammate
- Attention to details / Accuracy
- Outlook end Excel knowledge
- Precise
- Customer Service experience (or related areas)
- PC and System skills (SAP knowledge - not a must, XLS, Word)
- Spanish knowledge
Barriers to Success in Role
No adequate customer service attitude.
Lack of accuracy, controls understanding and attention to details.
Difficulties in fitting in and working with a team.
Not being able to work with many cultures at the same time.