Job Description :

Job Title : Customer Service Representative

About us

With over 200 brands sold in nearly 180 countries, we’re the world’s leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you’ll test new ideas, learn and grow, and unlock a brighter, more exciting future.

Join us to create a career worth celebrating.

About the Function

Our Supply Chain and Manufacturing team are problem-solvers, sourcing, producing, and delivering our much-loved brands to delight customers around the globe. Over half of Diageo’s 30,000+ people work in Supply Chain and Manufacturing. It’s an intricate and sophisticated operation that’s the product of logistical, manufacturing, and technical collaborations.

Leadership and Functional Capabilities required:

Demonstrate deep personal accountability for great performance.Investigates solutions and explores issues from multiple, broad angles.Identifies patterns and generates creative and pragmatic solutions ahead of others.Balances the use of data and common sense to make good decisions.Stretches beyond the limits of what comes naturally, taking bold decisions and actions.Is a self-starter go gets going rather than waiting for directionGood read on situations/ individuals, as well as others interest and what will resonate with them.Is persuasive and credible with others.Works well with others.Aims for and works to high standards, pursuing demanding goals relentlessly.Driven by a desire to achieve best for self and others.

About the role

Effective and Efficient E2E order managementBuild unrivalled customer partnerships by being customer centric.  Delighting our customer on every interaction through regular and accurate communication and collaboration engagementsEffectively support Commercial teams in development of high end designated outlets to deliver the volume and full-service package as outlined in the Commercial PlanSupport the delivery of sales volume and growing of Market share by having great product knowledge, insights to critical commercial deliverables and selling on every interaction. 

Role Responsibilities

Generic:

Management of all ‘inbound’ customer activity workflow (Calls, emails, EDI etc)Accurate placing of customer ordersSatisfactory resolution of customer queriesOutbound service activity:  Sales, promotions/communications, relationship managementEffective Management of customer Back ordersAdherence to documents DTP and SOP’sAlways operate in a fully compliant environmentDrives Simplicity/innovation/efficiency to deliver against constant Improvement agenda (project management)

Under Collaboration agenda:  PnP, SPAR, SRC, Makro, Ultra

Drive visibility of Supply Chain performance through daily/weekly/monthly reporting (including global SAMBC reporting – Customer delight team)Lead the collaboration roadmap – in order to deliver improvements in Customer Maturity matrix and Advantage Survey OTC elements   (Order processing, Order communication, Customer Service, Returns/refusal management etc)Lead the supply chain agenda in internal cross-functional forums (internal Tier meetings, performance reviews) to ensure one voice aligned message to the customer.Lead External customer collaboration as per agreed customer timetable, Ongoing performance evaluations and monitoring of key customer metrics, root cause analysis and action plan (External collaboration – performance assessments)Connects to the planning and sales performance teams to support growth whilst driving superior service and customer objectives (30/60/90 forward planning)Basic knowledge of export

KPI’s:

CFR and OTIFNESLOB (customer target)SIT/OOS at customer level.AOT, Touchless orders100% ComplianceAchieve sales targets, win share.Measured in top 5 by our customers.Contact hit rate achievement.Order hit rate – achievement.

Qualifications and Experience Required

Post Matric qualification (diploma / 1st degree highly desirable)Min 3 years ‘call centre’ experience.Good Communicator (English)Good commercial acumen.High computer literacy (Excel, Power Point, Word, Outlook, SAP, CIC)Foundation customer collaboration capability and skill setThe key functional capabilities required for this role are:Proven track record in delivering GOOD Customer Service (WOM)Skilled in negotiating, and influencing skills,Ability to work cross functionally.Ability to work under pressure.Good communication skills – Can showcase leading a call where there is a win/win outcome for both Customer and Diageo through robust engagement, challenge and finding a middle ground.Solid presentation and reporting skills

Barriers to Success in Role

High Absenteeism / poor time keeping.Rigid or slow to change.Fixated on problems and challenges.Poor / vague communication skillsInability to grasp complexity of market (multiple channels, languages, cultural differences, norms and practices)Lack of personal drive and commitmentInability to influence people across all the levels in the organizationInability to juggle multiple priorities and work to a series of tight deadlinesLack of technology literacy and interestLack of analytical and problem solving abilityInability to work and succeed under pressureInability to demonstrate living the Diageo values

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

We recognise and value performance, offering our people a highly competitive Rewards and Benefits package

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.

Worker Type :

Regular

Primary Location:

Waterfall

Additional Locations :

Job Posting Start Date :

2025-02-10