Customer Service Lead – ROW
hace 1 mes
Job Description :
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 entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and build innovative experiences that bring people together to celebrate life.
Purpose of the Role:
Tequila Customer Service Lead - ROW will act as a key interface between Europe, LAC, APAC, Africa & GT customers, markets, and Tequila category. This role will lead the day-to-day customer service and satisfaction, driving customer service excellence over 95% OTIF and joint value creation in line with Tequila growth ambition. Incumbent will be responsible for implementing our Customer Delight strategy that will enable Tequila long-term ambition. The role also runs implementation of transformation initiatives between Tequila category and Customers across the globe, passionate about Digital Journey and Extraordinary Service Level. This role is also responsible for successfully running Performance Management Routines, monitor and act over indicators, develop and adhere to clear standard performance practices that trend to leading performance. The outcomes of these roles are measured in: service, cost efficiency and collaborative and value crafting relationships. Incumbent will need to interact across geographies, cultures & have strong influence/impact within businesses and with Customers and external suppliers, including Supply Partners (3PL’s, custom brokers, shipping lines Carriers, etc.).
Entry Level Requirements – Capabilities, Skills & Experience:
- Minimum 5 years’ experience in Customer Service / Collaboration for International Exports
- Customer delight DNA, passionate about customer satisfaction. Every case, every day, everywhere counts
- Proficiency in the use of OTC SAP is a must. Clear on ideas to deliver a great customer experience demonstrating on digital, from data analytics, visibility and automation (i.e. PowerBI, bots, performance dashboard, TMS, Macro´s, etc), while driving simplification.
- Excellent communication skills, both verbal and written combined with the ability to engage efficiently at all levels in the organisation and Customers
- Confirmed ability to engage and align key partners behind plans and win support for implementing change with internal and external key partners
- Ability to work in environments where influence is more important than formal authority
- Confirmed knowledge of end-to-end supply chain & customer collaboration and how to convert customer requirements into supply chain deliverables. Export & custom know-how
- Experience leading high performance and results oriented teams
- Ability to apply critical indicators to drive performance management at all levels with suppliers, internal team members and the customer.
- Experience in running logistics operations is desirable.
Key Accountabilities:
- Effective management and influence of multidimensional team members across the globe, providing timely / accurate visibility, mentorship and clarity of Logistics for Tequila category to markets.
- Responsible for leading and implementing CS & Exports strategy with the markets to enable Tequila’s growth ambition, to expand profit margin, driving efficiencies and alignment in the end to end supply chain (Diageo- Customer) and building solid and positive relationships with customers.
- Accelerate implementation of Customer Service digital roadmap to drive customer experience, from data analytics, insight to continuous customer support using modern technology.
- Oversee the order management process successfully to meet customer satisfaction standards.
- Delivery of service and cost efficiency exports operations objectives.
- Provide experienced customer service knowledge to the markets understanding regional dynamics.
- Drive standard performance management analytics to enable Tequila growth and margin ambitions through Customer Supply operations.
- Develop a collaborative partnership with Tequila category (Plan, BCI, Make, Source) and markets to ensure delivery of overall supply excellence.
- Maintaining close partnership with other GBS Team, guaranteeing standards, tools and controls are replicated.
- Develop a dedicated, high performance, engaged and motivated team to delight our customers around the world.
Flexibility
This is key to success in our business and many of our staff work flexibly in many different ways. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.
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 business to thrive and for Diageo 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:
Panama City
Additional Locations:
Guadalajara, Mexico City
Job Posting Start Date:
2023-07-27
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