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Job Description :

Customer Service Analyst for Mexico City offices.

Purpose of Role:

Customer Service Analyst is the first point of contact for customers, including EDI customers, IMC´s, 3PL (Warehouse) and Business Enterprise Operations Teams and acts as the link between Customer service, Supply Team and multifunctional areas.

The customer service Analyst supports the logistics team in achieving its objectives measured by Case Fill Rate, OTIF and Order cycle time by having constant interaction with the sales team, Supply as well as with customers to make corrections and alerts on orders to avoid losing sales.

Responsibilities:

• Responsible for delivering high level customer service and ensuring on time, in full shipments, guaranteeing that all customer service-related queries are followed un and resolved accurately, efficiently and according to the relevant Diageo strategy.

• To deliver continuous improvement in reporting order tracking, billing information through brilliant execution.

• Develop service experience for Ecommerce customers.

• To be a key figure for the Order To Cash process including enhancements for Customer Master Data, Material Master Data, Pricing Master data, Order Entry or any project with an impact on these activities before delivery process.

• To provide accurate information for business decision per month – annual to guarantee sales tracker or any period if sales team needed.

• To be a strategic partner for S&OP, Planning, WHS & Distribution and 3PL, providing relevant inputs of distribution capacity, on-hand orders, OOS warnings, prioritizing of product regarding market needs.

• Should have the ability to communicate and find improvement to generate additional engagement from Customer to Diageo.

• To monitoring and execution Control CARM requirements.

Focus Areas:

• Build and maintain a high reputation on controls and reporting.

• Act as the main point of contact for the tracking and status of each order.

• Working in team and collaborators

• Motivates multifunctional teams, to ensure we maintain our continuous process improvement

• Capable of creating amazing relationships with our assigned customers

• Lead and participate on different projects to improvements.

Qualifications and Experience Required:

• Degree or equivalent experience related to International Business, Sales Administration, Accounting, or Engineering.

• Handle Intermediate-Advanced English Language

• Analytical thinking: Excellent level of Data Analysis, processes and controls.

• Office Excel Sophisticated, VBA Macros, Access, PowerBI.

Context

• Diageo México has multiplied the Sales (volume) two times in last five years and our growth projection is double the business for next 5 years, including ecommerce trade with strategic partners

• Currently Diageo Mexico has more than 20% of share of value in the market, leading scotch category and developing other categories as Vodka, Tequila, Rums, etc. which means to increase of share of value from 20% to 38% in 4 years.

• Trade inventory reduction trend is driven by both changes in payment terms and efficiencies in cash, which demand to reduce our replenishment lead time to customers and optimize our inventory management maintaining optimal inventory levels in our Customers.

Market Complexity

• México is a relevant market for Diageo global given the invoicing volume

• Responsible end to end process order entry, billing, refusals and rejected

• Supply chain improvement

• On demand meetings attendance to provide billing information and customer deliver.

• Ensure deliver customer orders On Time In Form

Leadership & responsibilities

• Drive Customer Service attitude.

• Accuracy and attention to details.

• Generating ideas for issue resolution and service improvement.

• Excellent interpersonal and communication skills with team members.

• Ability to optimally prioritize customer issues and build on customer knowledge when making decisions.

• Ability to build phenomenal relationships with customers.

• Understand the controls and governance required, work within these and always speak up if they are not met.

• Takes ownership for delivering on promises, speaks up when operational standards are not accomplished.

• Understands the need to create dedication teams and supports the actions of others to deliver this.

• Be creative, try new things, generate ideas and move them to action

• Be an excellent business partner (work side by side with other areas bringing value to the company).

• Coach peers; work on their development and support them to perform at their best.

• Proactively give and request feedback.

Are you interested in this role? Please apply and be part of our engaging process. We are offering a highly driven rewards and benefits package that might interest you!

Flexibility

We are working on a hybrid model. Please consider 3 days in office and 2 days in home office. You can align your working hours with your manager.

Diversity statement

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our company to thrive and to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the outstanding contribution each person brings.

Worker Type :

Regular

Primary Location:

Mexico City

Additional Locations :

ALDEA

Job Posting Start Date :

2024-06-13

With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 30,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we’re building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world.

Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of.

With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential.

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