Senior Analyst - Customer Service & Commercial Experience Delivery

Senior Analyst, Commercial Experience Service Delivery Job Description : Job Title: Senior Analyst, Commercial Experience Service Delivery About the Function: Supply Chain & Manufacturing is where our brands are made, moved and delivered to the world. With over half of our people working across more than 100 sites, this is a sophisticated, large-scale operation that brings together production, logistics, engineering and supplier partnerships. It’s fast-paced and hands-on, with teams working together to ensure quality, efficiency and sustainability at every stage. From sourcing ingredients to getting products into customers’ hands, you’ll play a role in delivering the brands people know and love. About the team: (TE) About the role: 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. Diageo also has selected BPO partners that support service provision in Global offshore centres. DBS is a multicultural, multi-language and matrixed environment. A program is underway to establish a Regional hybrid (Diageo and BPO partner) Service Centre in Nairobi to service Africa Region. 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 in FY11 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. The OTC Process serves around 25 markets/countries. Dimensions The role is responsible for a specific process – customer service across GDBS served markets. Market Complexity: The role would entail responsibility for the step change, standardization and process harmonization of Customer Service Management across GDBS served countries. Financial a) 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. Role Responsibilities: (TE) The Customer Service Advisor is the first point of contact for customers, incl EDI customers, IMC’s, 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, passion 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. Experience / skills required: (TE) Diageo Capabilities: Excellent interpersonal and communication skills with stakeholders 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 phenomenal 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 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 · Flexible to work in shifts. · Able to handle work pressure in peak seasons. Qualifications and Experience Required: Essential 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 Barriers to Success in Role (Optional): Insufficiently open-minded and not flexible Lack of CRM and accuracy Not sufficient language capabilities Inability to work as a part of a team 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. Rewards & Benefits Statement: We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including: 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 new heights 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. 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: Bangalore Karle Town SEZ Additional Locations : Job Posting Start Date : 2026-05-29 Experience Level Senior Level