Senior Analyst-Customer Service chez Diageo

Job Title: Senior Analyst-Customer Service

About us: With over 200 brands sold in nearly 180 countries, we’re the world’s 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, you’ll 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, you’ll be rewarded with a world view and the recognition you deserve in our inclusive and supportive culture.

About the team: (TE)

About the 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.

Role Responsibilities:

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

Experience / skills 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 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. 

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.