The International Customer Service Centre (ICSC) is responsible for order management activities for all global beer customers. The Customer Service Executive reporting to the Customer Service Team leader will be responsible for order management tasks for a number of markets, managing keg returns and liaising with internal stakeholders like planning and procurement as well as external vendors particularly freight vendors.
Dimensions of the role
a) Market Complexity
The ICSC team:
- Manage supply to over 130 countries and 180 customers worldwide for a customer base including 3rd party distributors for finished goods, joint ventures and BBA customers.
b) Leadership Responsibilities
- The Customer Service Executive is required to be fully cross-functional giving flexibility to focus on the right customers, products and processes, at the right time.
- Builds great relationships with customers across global markets, production sites and third party freight service suppliers.
- Demonstrates integrity & a strong engagement ethos in line with Diageo Values and Diageo Capabilities.
Reporting to the Customer Service Team Leader, the Customer Service Executive will operate effectively in a highly process-driven environment and is responsible for:
- Effective delivery of the order to cash process in line with CARM principles.
- Is the first point of contact for all customer issues
- Representing the Customer within Diageo, specifically:
- Product change projects
- QIR process
- Order prioritization during supply constraints
- Owning all customer service issues that may arise for their markets and ensuring regular feedback to the customer.
- Through the QIR process, manage the interface between the customer and the Quality dept when faced with quality issues in market. Co-ordinate timely resolution by liaising with Quality and production facilities. Meet the Diageo compliance agenda (CARM, CT-PAT, H&S, etc).
- Manage all freight processes to ensure appropriate services are selected at optimum cost. Identify special pre-shipment requirements.
- Demonstrates a good understanding of market complexities & products and is capable of resolving all export issues whilst maintaining full administration processes, ie OTC, SMR, SAP & Sap Customer Data, C&E and Pricing.
- Manage and deliver all Customer Service KPI's for his/her markets.
- Develop and maintain effective working relationships with key market personnel and service providers thus ensuring an excellent understanding and delivery of the markets requirements in line with Service Level Agreements (SLA's) and/or Partnership Agreements.
- Ideally the role holder should be educated to Leaving Certificate standard or equivalent. 3rd level qualifications would be an advantage.
- 2+ Experience in a customer services/shipping environment.
- High level of competency in SAP, word processing, Excel etc
- Experience of Exports, freight documentation and terminology.
- Customer relationship and Supplier/vendor management
- Understanding of and experience working in a C&E requirement with specific market legislation and shipping documentation
- Knowledge of International Trade.
- Experience and commitment to continuous process improvement.
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