Description

Job Title

Customer Operations Associate - Fixed Term Contract

Expected duration: 6 months (with ability to extend)

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 build a career worth celebrating.

Which company will you join?

From Arthur Guinness to Johnnie Walker, our business was founded on people of outstanding character, and in 250 years, nothing has changed. We're the world's leading premium alcohol company! Our brands are industry icons including Johnnie Walker, Crown Royal, Bulleit and Buchanan's whiskies, Smirnoff, Cîroc and Ketel One vodkas, Captain Morgan, Baileys, Don Julio, Tanqueray and Guinness. Our success is thanks to the strength of our people, in every role. It's why we trust them with our legacy and why we reward them with the career-defining opportunities that they deserve. Our ambition is to build the best performing, most trusted and respected Consumer Products Company in the world. To achieve these, we need the very best people!

At Diageo, our purpose is to celebrate life everywhere, every day. To do that, you will join an organization that is passionate about customers and consumers, and proud of what they do. Diageo teams constantly set high goals and then try hard to exceed them. We are also an incredibly diverse organization, and we value each and every one's talent and personality.

About the role:

• Strong ability to prioritize and handle high volume of requests based on business requests and timing

• Subject matter authority within their Customer Service team for day-to-day activities, including Order Management, ATP functionality and reporting tools.

• Ensure consistent delivery of product from the Diageo warehouses to the customers

• Establish and continuously improve business relationships with customers buyer, Commercial and Finance team contacts; Handle appropriate communications and expectations

• Must be proficient in EDI process, Product Allocations, and key data maintenance requirements associated with Product Catalogue.

• Actively handle and support new product startups and product discontinuations

• Onboard new team members to ensure they are adequately trained on business process, systems and handling key stakeholders

• Provide support to Customer service Manager

Role Responsibilities:

Monitor and ensure timely flow of product from Diageo global plants and 3rd party suppliers

• Ensure Customers adhere to order guidelines and proactively recommend order management & process improvements to customers (i.e. route-to-market, order lead time, order quantity)

• Proactively handle exceptions outside of the order process, including but not limited to customer issues, quality issues, product transfers, returns

• Represent Customer service in cross-functional meetings to shape and influence key critical business processes, such as innovation, system enhancements, and logistics network changes

• Work with plants to expedite delivery of orders where needed

• Provide customers and Commercial teams with information regarding order status and logistics issues

• Balancing the demands of Sales and Supply Chain goals while maintaining excellent service

• Attend Regional calls and provide Supply updates

• Understand and take appropriate actions to reduce cost impact of claims, taking timely action on claims resolution and proactively communicating with the customer and claims/deductions analysis on every resolution and total outstanding balance.

• Works independently with limited supervision

Financial Responsibility:

• Ensure that data is accurate as it impacts the total Canadian Markets estimated ~1.2M cases shipped annually

• Maintain, monitor, and influence the results of relevant key performance indicators across service, cost, cash and quality

• Understand and take appropriate action to lead cost impact of order violations, order expedites, and other actions taken to deliver service against operational constraints and budgets

• Drive the ongoing development and refinement of Customer service processes and metrics to drive continuous improvements and efficiencies in service, cost, cash and quality

Experience / skills required:

• 2+ years of experience in customer service, supply chain planning or logistics roles within the Beverage alcohol industry or a fast-paced CPG company

• 4 year Bachelor's degree, or eequivalent Preferably in supply chain, business management, or related fields

• Experience in order management systems (preferably SAP) and MS Office Applications

• Strong written and verbal communication skills

• Ability to work independently and collaborate with internal and external customers across various levels of the organization

• Shown ability to build strong customer relationships and handle customer expectations

• Confirmed analytical capabilities and problem-solving skills

Flexible Working Statement:

Flexibility is key to our success. Talk to us about what flexibility means to you so that you're supported to manage your wellbeing and balance your priorities from day one.

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, 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 capture this information when you submit your application.