Supply Chain Customer Service Analyst

hace 2 meses

Ciudad de México Diageo A tiempo completo

Job Description:
ABOUT DIAGEO

Diageo is the world’s leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of ambitious individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and create innovative experiences that bring people together to celebrate life.

ROLE 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 (SOV) in the market, leading scotch category and developing other categories as Vodka, Tequila, Rums, etc. which means to increase of SOV 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.

MARKET COMPLEXITY- México is a relevant market for Diageo global given the invoicing volume £393 MGBP- Supply chain improvement happening

PURPOSE OF THE ROLE- Customer Service Analyst is the first point of contact for customers, including EDI customers, In Market Company´s, Third Party Logistics (Warehouse) and Business Enterprise Operations Teams and acts as the link between Customer service, Supply Team and multifunctional areas- 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- To figure a key partner 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 better ways to generate additional engagement from Customer to Diageo- To monitoring and execution of Control CARM requirements

KEY RESPONSIBILITIES- Responsible end to end process order entry, billing, refusals and rejections- On demand meetings attendance to provide billing information and customer deliver- Ensure deliver customer orders On Time and In Full- Build and maintain a high reputation on controls and reporting- Act as the main responsible for the tracking and status of each order- Working with team and customers- Motivates multifunctional teams, to ensure we maintain our continuous process improvement- Capable of creating amazing relationships with our per Analyst assigned customers- Lead and participate on different projects to improvements- 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

LEADERSHIP RESPONSIBILITIES- Drive Customer Service demeanor- Accuracy and attention to details- Generating ideas for issue resolution and service improvement.- Excellent interpersonal and communication skills with partners- Ability to optimally prioritize customer issues and build on customer knowledge when making decisions- Ability to build great relationships with customers- Understand the controls and governance required, work within these and always speak up if they are not met- Takes full 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, do things differently, generate ideas and move them to action- Be a phenomenal business partner (work side by side with other areas adding new value to the company)- Coach peers: work on their development and support them to perform at their best- Proactively give and request feedback

**REQUIREMENTS**:
- Degree in International Business, Accounting, or Engineering- Knowledge of the English language- Knowledge of Data Analytics is necesary, processes and controls.- Office Excel Advanced, VBA Macros, Access, PBI and SQL

Worker Type:
Regular

Primary Location:
Mexico City

Additional Locations:
Job Posting Start Date:
2024-02-14

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