Job Description :

Job Title: Senior Analyst, Commercial Experience Service Delivery

About the Function:  

Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are essential 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:

The OTC (order to cash) Process is responsible for dealing with 19,000 customers and 440 market contacts, split over 5 continents, delivering 24-hour service in 3 shifts. 

Collecting 192,000 orders and delivering 480,000 billing documents, while executing 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. 

Most of these are European with each an individual trading structure and culture and currently in a competitive 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. 

Role Responsibilities:

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 high performance teams and supports the actions of others to deliver this.  

Good knowledge of internal and external business partners.  

Takes ownership for resolution. Brings up where vital. 

Is able to build business partnerships. 

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 

Collecting and entering orders  

Resolving delivery and price related issues 

Handling 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 proper communication between Diageo and customers 

Maximising customer satisfaction 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  

Handle export documentation processes 

Single point of contact for customers and supply 

Provide visibility and relevant action on orders vs forecast 

Experience / skills required:

Essential 

Fluent English 

Strong customer service attitude 

Good analytical skills 

Strong interpersonal and communication skills 

Good problem-solving skills 

Is a good team player 

Attention to details / Accuracy  

Outlook end Excel knowledge 

Precise 

Desirable 

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.  

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.

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