Job - Customer Service Executive

Customer Service Executive

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.

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 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.

Purpose of the role:

• The Customer Service Executive is the first point of contact for customers, including EDI customers, IMC’s, Primary, 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.

Responsibilities:

• Manages daily Sales Order processing / Rebates Process

• Process adhoc request transactions -Urgent transactions

• Performs any UAT testing on the scope process

• Checks and validates errors and changes on the Sales Order

• Brings idea on the process bottlenecks and challenges and works out discussion with Line Manager

• Supports Continuous Improvement Projects of the Business

• Drives resolution on the Daily Order challenges

• Point of Contact during BCP, if identified as Critical Resource

• Provides documents to Audit team as needed during the regular cycle of business

• Responsible on a smooth Month End Closing activities

• Coordinates issues and challenges to Senior role to help drive resolution on a more complex situation

• Supports the Team member as a backup on the process

• Coordinates and confirms the closing activities status as needed

Top 3-5 Accountabilities:

• 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

• Maximising customer satisfaction level and order entry accuracy

Qualifications and Experience Required:

Essential

• Fluent in the Japanese Language

• Can understand and speak 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

Flexible Working Statement

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.

Diversity statement

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this.

We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired? Then this may be the opportunity for you.

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.