Job Summary

The role drives Customer satisfaction through service excellence.

Drive On Time In Full and TAG results by managing excellent business partnering with Customers as well as with In-Market Supply Chain, Sales, Commercial Finance Teams and 3PL.

Responsibilities

We offer end-to-end services at a global scale in the following areas:
Pricing set up to make sure we re ready to trade
Managing credit limit and payment term approval processes
Order capture from customers and between group companies
Driving order and invoice issue resolution with 3PLs, Sales and Supply
Collecting cash from customers and group companies
Managing, validating, and paying promotional invoices

Accountabilities:
Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, flag and eliminate reoccurring issues (service, dispute, data or technical related)
Proactive out of stock management, involve Customer to the decision by offering alternatives
Manage Customer initiated order amendments in SAP
Take ownership of incoming queries from Customers related to orders
Raise and respond to Internal Queries on time as appropriate
Update customer master data details and knowledge book regularly
Manage robust relationship with Customers, In-Market Sales,



Supply Chain, Commercial Finance, 3PL and Process Excellence Teams
Actively promote the CARM (Sarbanes Oxley) / Control agenda
Reporting to support Customer communication and root cause analysis

Key performance indicators
Contribution to On Time In Full orders for the customers
Average Order Touches
Touchless orders %
Return and refusal %

Requirements
Willingness and ability to build outstanding relationships with Customers
Excellent customer service and customer care mind-set
Excellent interpersonal and communication skills
Ability to take full ownership of order fulfilment
Ability to drive Customer satisfaction
Ability to effectively prioritize own tasks building on knowledge of Customer business
Ability to deliver on promises
Proactive, solution-focused mind-set and positive can do attitude
Ownership, entrepreneurial attitude - drives issue resolution, escalates where necessary

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Sr Analyst, Commercial Experience Service Delivery Gurugram
🏢 Diageo
📍 Gurugram