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.
Diageo Enterprise Operations provides a wide array of both financial and business services to Diageo markets and functions around the world. Over the years the services offered have grown rapidly in terms of scale and scope, gradually moving toward higher value and more complex activities. Now, with an increased focus on standardised end-to-end process excellence, Diageo Enterprise Operation is set to drive world class productivity, business agility and growth, liberating and equipping our markets to win.
The Customer Experience Stream is part of the Sell to Cash (STC) process. It actualizes the “one face to the Customer”.
Purpose of Role:
Drive CASH, 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.
Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, cash collection, flag and eliminate reoccurring issues (service, cash, dispute, data or technical related)
Proactive out of stock management, involve Customer to the decision by offering alternatives
Proactive cash collection
Manage credit risk (monitor payment behaviour of customers and propose credit limit changes, make suggestions on order release)
Manage phone orders and Customer initiated order amendments in SAP
Manage customer ledger (reasoncode and text up-to-date information on overdue invoices, rejected and unidentified deductions)
Give input to cash forecasting
Review bad debt situation with In-market Commercial Finance, drive decision on provision and write off
Take ownership of incoming queries from Customers
Raise and respond to Internal Query Management ticket on time as appropriate
Update customer contact details and knowledge book regularly
Manage strong relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and STC Process Execution Teams
Actively promote the CARM (Sarbanes Oxley) / Control agenda
Reporting to support Customer communication and root cause analysis
How to Serve:
Fluent French AND intermediate German language skills
Solid English language skills – company language
Excellent and proven customer service attitude
Excellent interpersonal and communication skills
College or university Degree
STC process knowledge and working experience
Good knowledge of internal and external business partners
Excellent product knowledge
Strong MS Office knowledge
Willingness and ability to build great relationships with Customers
Excellent customer service and customer care mind-set
Excellent interpersonal and communication skills, assertiveness
Ability to act as a single point of contact of own Customers by taking full ownership of order fulfilment, scheduling and cash collection.
Ability to leverage own role as a single point of contact to influence Customers and drive Diageo cash results as well as Customer satisfaction.
Willingness to gather excellent knowledge of Customers
Ability to effectively prioritise 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
Cherry on Top:
Opportunity to climb up on the career ladder
We won the Fittest Workplace Award, of course we have a Gym
Urban legend is true, we do have a Rooftop Bar
Easy to reach downtown location
Our unique brands are available in our staff shop
We live our values and color our lives
To apply for this job please visit diageo.wd3.myworkdayjobs.com.