- Willingness and ability to build great relationships with Customers
- Excellent customer service and customer care mind-set
- Excellent interpersonal and communication skills, assertiveness
- Ability to act as a single point of contact of own Customers by taking full ownership of order fulfilment, scheduling and cash collection.
- Ability to leverage own role as a single point of contact to influence Customers and drive Diageo cash results as well as Customer satisfaction.
- Willingness to gather excellent knowledge of Customers
- Ability to effectively prioritise 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
- Self-confidence and ability to work independently without strong line manager support
- Looking for and responding to feedback
- Active team player Accountabilities
- Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, cash collection, flag and eliminate reoccurring issues (service, cash, dispute, data or technical related)
- Proactive out of stock management, involve Customer to the decision by offering alternatives
- Proactive cash collection
- Manage credit risk (monitor payment behaviour of customers and propose credit limit changes, make suggestions on order release)
- Manage phone orders and Customer initiated order amendments in SAP
- Manage customer ledger (reason code and text up-to-date information on overdue invoices, rejected and unidentified deductions)
- Give input to cash forecasting
- Review bad debt situation with In-market Commercial Finance,
drive decision on provision and write off
- Take ownership of incoming queries from Customers
- Raise and respond to Internal Query Management ticket on time as appropriate
- Update customer contact details and knowledge book regularly
- Manage solid relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and STC Process Execution Teams
- Actively promote the CARM (Sarbanes Oxley) / Control agenda
- Reporting to support Customer communication and root cause analysis Key performance indicators
- Collection Past Due %
- Collected to Term %
- Number of disputes and time to resolve
- Customer Deduction Management (unidentified and rejected deductions)
- Average Order Touches
- Touchless orders %
- Return and refusal %
- Customer satisfaction Qualifications and Experience Required: Essential
- Excellent and proven customer service attitude
- Excellent interpersonal and communication skills
- Fluent language skills – as required for the specific market
- Solid English language skills – company language
- 3 to 5years of experience Desirable
- College or university Degree
- Financial knowledge
- OTC process knowledge and working experience
- Good knowledge of internal and external business partners
- Excellent product knowledge
- Strong MS Office knowledge Barriers to Success in Role (Optional):
- Insufficient customer service skills
- Insufficient language capabilities
- Insufficient communication skills (face-to face / phone / written)
- Inability to work as a part of a team
- Lack of accuracy, attention to details
- Difficulties in setting priorities
- Difficul ties with demonstrating ownership Flexible Working Options:
- Cover working hours of served market
- Weekend working as per requirement
- Accommodating Overtime as per business requirement