You will be taken to Diageo’s own careers page to apply. Job ID JR1129346.
Job description
Job Description : Context/Scope
Diageo is a global leader company in beverage alcohol with an outstanding collection of over 200 brands enjoyed in more than 180 countries. We are home to over 30,000 talented people all working together to make Diageo one of the best and most respected consumer product companies. Walk into any Diageo distillery, brewery, or office anywhere in the world and you’ll meet teams of people who are very good at what they do and who enjoy doing it.
About the Function: Global Business Operations (GBO) is the architect and driver of processes and business services that are critical to the day-to-day performance of our business. We provide a wide array of standardized financial and business services to Diageo’s markets and functions from our global network of centers in Bangalore, Budapest, Bogota and Manila. As we continue to evolve to meet the expectations of our stakeholders, we want everyone that receives GBO’s services – customers, suppliers, and employees – to choose Diageo because we are easy to work with. We are also determined to ensure that overall ‘GBO Experience’ of all our clients is a positive one – with timely and accurate solutions as well as effective and positive interaction with our teams.
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The Commercial Experience Tower is all about the processes that allow us to transact with our customers and distributors. We are the second biggest tower in GBO, operating in centers located in Budapest, Bangalore, Bogotá, and Manila as well as satellite locations such as Belfast, Warsaw, Madrid, Athens and Turin. We are passionate about making sure these processes are as standardized, smooth, and efficient as possible for our markets and our customers. We feel personally accountable for our debtor’s performance as a business and will make sure we provide our stakeholders with the right information, insight, and capability to drive our Debtors as a Percentage of NSV (and Operating Cash Conversion) hard. We provide insight, analysis, and provocation to our markets on our key areas of specialism such as debtors management & credit risk management. We offer end-to-end services at a global scale in the following areas:
Pricing set up to make sure we’re ready to trade
Managing credit limit and payment term approval processes
Order capture from customers and between group companies
Driving order and invoice issue resolution with 3PLs, Sales and Supply
Collecting cash from customers and group companies
Managing, validating, and paying promotional invoices
Dimensions of the role Commercial Experience deals with approx. 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base. The role drives Customer satisfaction through service excellence. Purpose of 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.
About the role
Experience / skills required:
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 prioritize 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 Customer initiated order amendments in SAP
Take ownership of incoming queries from Customers related to orders
Raise and respond to Internal Queries on time as appropriate
Update customer master data 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
Contribution to On Time & In Full orders for the customers
Average Order Touches
Touchless orders %
Return and refusal %
Order Entry Accuracy
Customer Satisfaction
Number of disputes and time to resolve
Qualifications and Experience 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
Prior Order Management experience
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 Options:
Cover working hours of served market
Working with us Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one.
We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including: Our purpose is crafting iconic drinks chosen for life’s moments. And it’s our people, with their different experiences, perspectives and talents, who make that possible. We value diversity in its broadest sense and want everyone to feel they can belong, contribute and strive for their personal best. You’ll work alongside people with different backgrounds, experiences and perspectives — challenging, supporting and learning from one another as one outstanding team. Together, we’re constantly learning and improving, combining the strength of our people, capabilities and iconic brands to raise the bar, grow and win. Wherever you join us, you’ll have the opportunity to contribute, make an impact and play your part in making life’s moments mean a little more. Ready to bring your best? This could be your opportunity.
If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.
Recruitment Scam Warning Protecting candidates is very important to us. All communications regarding your application will come from an email address ending in @diageo.com. In our recruitment process, we'll never ask for money.
Worker Type : Regular Primary Location: Gurugram Additional Locations :
