Senior Analyst, Commercial Experience Service Delivery

About the team: (TE to provide)

About the role: (TE to provide)

Role Responsibilities:

ROLE PROFILE

Job Title:

Customer Service Representative

Level:

L6A

Reports To:

OTC Team Lead

Department:

End to End Commercial

Context / Scope:

Global Diageo Business Services (GDBS) is a global multi functional shared service entity that processes DIAGEO-wide transactions across various world regions. Processes in scope are: Order to Cash, Source to Pay, Record to Report.

Diageo also has selected BPO partners that support service provision in Global offshore centres. DBS is a multicultural, multi-language and matrixed environment.

A programme is underway to establish a Regional hybrid (Diageo and BPO partner) Service Centre in Nairobi to service Africa Region.

The Customer Service Stream of the GDBS Cash Cycle Process entails Customer Service and depending on market even logistics advisor activities for GDBS served countries. Significant cross-market and end-to-end functional responsibilities with the aim to continue the extraordinary steps forward that have been achieved in FY11 by the OTC community.

It ensures proper operation of processes from incoming customer orders to final deliveries with continuous order-to-ship end-to-end issue resolution. Service Delivery entails close business partnering with the market logistics, sales and customer service teams.

The OTC Process serves around 25 markets/countries.

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 give ideas, energy, passion and support to the continuous improvement of the „Cash Cycle" process.

To ensure that internal control procedures are rigorously 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 partners
• 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, calls out where vital
• Ability to build extraordinary 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 partnership 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:

Essential

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

Experience / skills required: (TE to provide)

Flexible Working Statement:

Flexibility is key to our success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you're supported from day one.

Rewards & Benefits Statement: (TE)

Diversity statement:

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this.

We embrace 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 and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired? Then this may be the opportunity for you.

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