Job Description

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Job Title: Senior Analyst, Commercial Experience Service Delivery
About the Function:
Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are essential to the day-to-day performance of our business. With a team of over 2,000 dedicated and passionate people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila.
Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, you'll be rewarded with a world view and the recognition you deserve in our inclusive and supportive culture.
About the team:
About the role: (TE)
About us
Context / Scope:
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 programme 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 phenomenal 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.
Purpose of Role:
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 handle 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 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 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 cooperation with the internal teams and other parts of the business to strive for perfection 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:
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
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 Options:
Normal business hours
Experience / skills required: (TE)
Flexible Working Statement: Flexibility is key to our success. From part-time and compressed hours to different locations, our people work flexibly in ways to suit them. Talk to us about what flexibility means to you so that you're supported from day one.
Rewards & Benefits Statement: (TE)
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 collect this information when you submit your application.
Worker Type : Regular
Primary Location: Bangalore Karle Town SEZ
Additional Locations :
Job Posting Start Date : 2025-09-24

Skills Required