Job Description

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Context / Scope:

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 standardized 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.

Diageo Enterprise Operations model is based around 5 global locations: Budapest, Bogota, Nairobi, Manila, and Bangalore. Each of these centres has a Sell to Cash Service Delivery team focused on delivering the STC Service to specific countries within the E2E Commercial Tower.

Dimensions

The role is responsible for a specific process - Customer Experience (Sales Coordinator) across GDBS-served markets.

Market Complexity:

The role would entail responsibility for the step change, standardization and process harmonization of Sales Order 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 on an annual base.

Cash Cycle is also interacting with some 55.000 vendors treating some 550.000 invoices per year.

Purpose of Role:

The sales Coordinator stream is part of the Sell to Cash (STC) process. It ensures proper operation of processes from capturing the sales order request to daily coordination with the Demand planner. Monitoring stock availability, Validating LPO and price and managing delivery-related queries.

Manage customer orders right the first time and ensure all customer orders are delivered as requested (on time, in full). Accuracy, attention to detail.

Schedule and lead regular communications with the Demand planner, Inventory team to drive sales and eliminate reoccurring issues (non-availability of stock, dispute, data or technical related)

Proactive out-of-stock management involves Customers in the decision by offering alternatives.

Manage sales order amendments in SAP

Actively promote the CARM / Control agenda

Responsible for delivering high-level customer service and ensuring on-time, in-full shipments.

Ensure that all Sales / Commercial team 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 sales Coordinator process.

To ensure that internal control procedures are strictly adhered to.

Logistics Advisor tasks can also be relevant in specific markets (e.g. Proactively managing relationships with 3PLs, a collaboration between Supply Chain and CS, invoice corrections, stock reconciliation etc..)

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 necessary
• Ability to build great relationships with customers
• Understand and comply with controls in your own area
• Good team player

Top 3-5 Accountabilities:

• Handling all incoming 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
• Maximizing customer satisfaction level and order entry accuracy

Qualifications and Experience Required:

Essential

Fluent English

Strong interpersonal and communication skills

Strong SAP- SD and MS Office knowledge

Very strong customer service attitude

3 to 5years of experience

Desirable

• College or university Degree
• Order Management Knowledge
• OTC process knowledge and working experience
• Good knowledge of internal and external business partners
• Excellent product knowledge
• Strong SAP- SD and MS Office knowledge

Barriers to Success in Role (Optional):

• Insufficient customer service skills
• Insufficient language capabilities
• Insufficient communication skills (face-to-face / phone / written)
• Inability to work as a part of a team
• Lack of accuracy, attention to details
• Difficulties in setting priorities
• Difficulties with demonstrating ownership

Flexible Working Options:

Mon - Sat. 03:30 PM to 12:30 AM IST

Worker Type : Regular

Primary Location: Bangalore Karle Town SEZ

Additional Locations :

Job Posting Start Date : 2022-11-11-08:00