JOB DESCRIPTION

Dimensions

The role is responsible for a specific process across DBSI served markets.

Market Complexity:

This Customer Service role operates within a very complex 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 manage

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.

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 escalations

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 essential that the role holder has the ability to manage and maintain great relationship with a variety of key stakeholders and 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 best practices 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

Qualifications and Experience Required:

Qualifications and experience:

Basic degree

Qualification in finance or equivalent relevant experience

Essential

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) Stake holder 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.