Analyst L6

The Customer Service Advisor is the first point of contact for customers, incl EDI customers, IMC’s, 3rd party service providers (warehouse) 

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 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.

Diageo Capabilities:

• Excellent interpersonal and communication skills with partners

• 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 vital

• Ability to build great relationships with customers

• Understand and comply with controls in own area

• Good team player

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 collaboration 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

Experience / skills required:

Crucial

• 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