Job Title Process Analyst Commercial Experience Service Delivery About the Function Our Global Business Operations GBO team are facilitators providing strategic financial and business services that are critical 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 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 great 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 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 supply ideas energy passion and support to the continuous improvement of the Cash Cycle process To ensure that internal control procedures are closely 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 phenomenal relationships with customers Understand and comply with controls in own area Positive 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 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 2025-11-12

📌 Process Analyst, Commercial Experience Service Delivery (Karnataka)
🏢 Diageo
📍 Karnataka