**Job Description :** **Job Title:** Senior Analyst, Commercial Experience Service Delivery **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 insights, 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:** **Dimensions** The role is responsible for a specific process across DBSI served markets. **Market Complexity:** This Customer Service role operates within a very sophisticated and evolving network with the following dimensions: + Over 60 million actual cases pa in 7 in-house plants with 45 packaging lines and external plants to handle 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. **Role Responsibilities:** Purpose of Role: Key contributor to the effective service delivery by the E2EC processes to its business partners. Customer Supply Analyst is responsible for entering the orders accurately in the system & ensure the customer’s shipment deliveries reaches the customer within the expected time. Co-ordinates pro-actively with the customers, commercial and markets of APAC region. Collaborates within the Plan & Move team to ensure no delays & the customer are highly delighted with the service provided. Documents are sent to the customer’s within the stipulated time to avoid any penalties or charges imposed by the customs. Be the first point of contact for issues Be the SPOC for the Customer service team in helping the team to complete the job Help the Team Lead and Manager with data requirement Diageo Capabilities: The role has no direct reports. The role holder should display the appropriate Diageo capabilities, specifically: Be authentic – it is crucial that the role holder has the ability to manage and maintain great relationship with a variety of key stpartnersnd can adapt their style to suit a diverse customer base. Find solutions – the ability to analyse situations and find solutions to issues is a prerequisite for this role coupled with a deep understanding of how the business operates Consistently deliver great performance – the role holder must be a self-starter and have strong prioritisation skills, staying focused on what business outcomes need to be delivered. They must channel their energy into finding solutions and demonstrate brilliant execution in all aspects of the role Top 3-5 Accountabilities: Generate optimal documentation and on time shipment deliveries to meet customer service OTIFNE targets and drive performance to level of top 3 CPG companies SNP brands Issue/create accurate documents such as; invoices, debit/credit notes, order acknowledgements, etc. to required timescales Support the SNP planning team to close the OTC aspect of the order process for billing Order validation for Non UK sites. Closing of customer concerns within agreed parameters and create market/hub reports. Co-ordinate with the customer concern team in an accurate and timely manner after completion of customer concerns Resolving shipment delays and all associated communication and documentation with counterparts in supply and the market. Process material and sample orders and ensure markets are kept updated on status. Resolution of GRNI in collaboration with DBSI Intercompany and Billing Controller. High degree of attention to detail and trustworthiness Adherence to laws and standard methodologies in regards to dealing with customers and data Comfortable dealing with numbers and the processing of financial information Reference to role in audit & internal controls **Experience / skills required:** Qualifications and experience: Basic degree Qualification in finance or equivalent proven experience Crucial Fluent English Desirable: + Order processing, OTC, Customer Service and excel experience + Approx 4+ year experience in a relevant field + Supply knowledge is an added advantage 1) Proactive 2) Take complete ownership of the process 3) Excellent Communication 4) Stakeholder management skills 5) Provide speedy resolution to an issue 6) Be flexible Barriers to Success in Role (Optional): + Inability to build strong relationships + Inability to work as a team + Poor engagement skills with key stakeholders + Poor communication skills + Poor attention to detail Flexible Working Options: + APAC timings – 6:30am – 3:30pm (at present) but be flexible for working hours + Office based with minimal travel + As this role has a strong internal customer focus this cannot be managed successfully on a part-time basis. **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._ **Worker Type :** Regular **Primary Location:** Bangalore Karle Town SEZ **Additional Locations :** **Job Posting Start Date :** 2025-06-25 With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 30,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we’re building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world. Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of. With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential. **DRINKiQ** What's your DRINKiQ? Take our quiz to understand how alcohol is made and explore the effects of drinking. You can discover everything you need to know at DRINKiQ (https://www.drinkiq.com/en-gb/)