Senior Analyst - Commercial Experience - Order Management - GB

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 off shore centers. DBS is a multicultural, multi-language and matrixed environment.

A program 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 great 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.

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

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

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.

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, enthusiasm 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 manage 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.

• 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 necessary
• Ability to build great relationships with customers
• Understand and comply with controls in own area
• Good team player.                                                                                                      
• 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 excellence in a highly competitive environment
• Being responsible for proper communication between Diageo and customers
• Maximizing customer satisfaction level and order entry accuracy

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