Diageo
Senior Customer Supply Executive
Job Description :
Level:
L5C
Function
Customer supply
Reports To:
Customer Supply Team Leader
Context/Scope:
GBO (Global Business Operations) is a multi functional, multicultural, multi-language Shared Service Centre that handles DIAGEO-wide transactions across various world regions.
GBO has developed quickly and grew rapidly over the past ten years, effecting massive change to working practices for worldwide in-market companies and other Diageo Business Units. As such GBO is playing a key role in ensuring effective operation with minimum disruption of the core business of DIAGEO worldwide.
The Customer Service Stream of the GBO Cash Cycle Process entails Customer Service and depending on market even logistics advisor activities for GBO 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 E2EC Process serves around 25 markets/countries.
Western European countries have individual trading structure and culture and currently in a competitive economic environment.
GBO has developed quickly and grew rapidly over the past ten years, effecting massive change to working practices for worldwide in-market companies and other Diageo Business Units. As such GBO is playing a key role in ensuring effective operation with minimum disruption of the core business of DIAGEO worldwide.
The Customer Service Stream of the GBO Cash Cycle Process entails Customer Service and depending on market even logistics advisor activities for GBO 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 E2EC Process serves around 25 markets/countries.
Western European countries have individual trading structure and culture and currently in a competitive economic environment.
Dimensions:
The role is responsible for a specific process – customer service across GBO served markets in GT.
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.
Cash Cycle is also interacting with some 55.000 vendors treating some 550.000 invoices per year.
Market/Role Complexity
The role would entail responsibility for the step change, standardization and process harmonization of Customer Service Management across GBO served countries.
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. Escalates where necessary.
Is able to act as a cover for the Team Leader in case of absence.
Is able to act as a second point of contact for market stakeholders and customers
Purpose of Role
The Customer Service Executive is the first point of contact for customers and GBO Budapest teams and acts as the link between Cash Cycle Department and contacts outside GBO Cash Cycle.
Responsible for delivering high-level customer service and ensuring on time, in full shipments.
To ensure that all Cash Cycle 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 (within pre-defined parameters as set out by Brand Owners).
To ensure that internal control procedures are strictly adhered to.
Support Team Leader and managers – taking part in projects, reporting & analysis.
Train, coach, motivate and develop skills of others within the team.
Ensure that best practice is shared amongst team members and other teams.
Customer Service teams in certain markets are also responsible for logistic activities, measured by OTIF. Ensures that Key performance Indicators are reaching the target (within pre-defined parameters as set out by Brand Owners).
Diageo Global objective is to provide excellent customer service to improve customer satisfaction outside and inside Diageo.
Responsible for delivering high-level customer service and ensuring on time, in full shipments.
To ensure that all Cash Cycle 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 (within pre-defined parameters as set out by Brand Owners).
To ensure that internal control procedures are strictly adhered to.
Support Team Leader and managers – taking part in projects, reporting & analysis.
Train, coach, motivate and develop skills of others within the team.
Ensure that best practice is shared amongst team members and other teams.
Customer Service teams in certain markets are also responsible for logistic activities, measured by OTIF. Ensures that Key performance Indicators are reaching the target (within pre-defined parameters as set out by Brand Owners).
Diageo Global objective is to provide excellent customer service to improve customer satisfaction outside and inside Diageo.
Top 3-5 Accountabilities
- Ensure adherence of quality and process controls (CARM and audit)
- Finding solutions for all incoming queries – investigate, monitor, follow-up issues and provide information on progress
- Provide and continuously improve service levels in co-operation with the internal stakeholders and other parts of the business to strive for excellence in a highly competitive environment
- Being responsible for proper communication between DBS BUDAPEST teams and internal/external contacts
- Identify and understand the financial impacts of the processes.
- Adherence to Global and local business policies and procedures.
- Understand customer service and cultural needs of each market.
- Order management, within pre-defined parameters as set out by Brand Owners.
- 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
- 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 (within pre-defined parameters as set out by Brand Owners).
- Manage Execution of strip stamps processes and export documentation
- Single point of contact for customers and supply
- Provide visibility and relevant action on orders vs forecast
Qualifications and Experience Required
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Essential
Fluent English
Strong interpersonal and communication skills
Strong MS Office knowledge
Very strong customer service attitude
Liaising with other teams, coordinating issue resolution and ensure effective WoW
Able to effectively prioritize incoming issues and build on acquired knowledge when making decisions in own area of responsibility
Able to co-ordinate projects, prepare analysis
Desirable
Prior experience in Cash Cycle process
College or University degree
Good knowledge of internal and external business partners. Understands their specifics
Awareness of customers’ importance in the appropriate area
Strong understanding of end to end supply operational process
Ensures that the actions taken are documented, updated and shared
Fluent English
Strong interpersonal and communication skills
Strong MS Office knowledge
Very strong customer service attitude
Liaising with other teams, coordinating issue resolution and ensure effective WoW
Able to effectively prioritize incoming issues and build on acquired knowledge when making decisions in own area of responsibility
Able to co-ordinate projects, prepare analysis
Desirable
Prior experience in Cash Cycle process
College or University degree
Good knowledge of internal and external business partners. Understands their specifics
Awareness of customers’ importance in the appropriate area
Strong understanding of end to end supply operational process
Ensures that the actions taken are documented, updated and shared
Barriers to Success in Role
No adequate customer service attitude.
Lack of accuracy, CARM 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.
Not being able to multitask and managing conflicting priorities
Not being able to act as a second leader in case of the Team Leader’s absence
Worker Type :
Regular
Primary Location:
Bangalore Karle Town SEZ
Additional Locations :
Job Posting Start Date :
2024-04-12
→
Diageo
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