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Job Description :
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
Worker Type :
Regular
Primary Location:
Bangalore Karle Town SEZ
Additional Locations :
Job Posting Start Date :
2024-05-13
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.
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