The Customer Service Advisor is the first point of contact for customers, incl EDI customers, IMC's, 3rd party service providers (warehouse)
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 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 manage 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 partners
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 collaboration 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
Maximising customer satisfaction level and order entry accuracy
Experience / Skills 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 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.
Education
College or university Degree
System skills (SAP knowledge)
Having an overview of market and customer specifics
