Job Description :

Job Title: Customer Experience Analyst - Danish speaking

Location: Budapest

Contract terms: Permanent

About us

Diageo is the world’s leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and create innovative experiences that bring people together to celebrate life.

About the function

The Customer Experience Stream is part of the Sell to Cash (STC) process. It actualizes the “one face to the Customer”.

STC deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base.

The role actualizes the “one face to the Customer” approach, drives Customer satisfaction through service excellence and owns cash collection.

About the role

Drive CASH, 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.

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 behavior 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 strong 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

What you will bring

Fluent Danish and English language skills

Dutch is an advantage

Excellent and proven customer service attitude

Excellent interpersonal and communication skills

College or university Degree

Financial knowledge

STC process knowledge and working experience

Strong MS Office knowledge

Benefits

Unique Family Leave opportunity

We work without border - you will work with people from all over the world

You will deal with world class brand portfolio

Wide variety of thematic events, afterwork activities organized by employee communities

Product Allowance to purchase company products from the staff shop

We won the Fittest Workplace Award, of course we have a Gym

Urban legend is true, we do have a Rooftop Bar

Flexibility

This is key to success in our business and many of our staff work flexibly in many different ways, including part-time and compressed hours. Please talk to us about what flexibility means to you and don’tlet anything stop you from applying.

Diversity statement

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

Weknow that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

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