Analyst, Commercial Experience Service Delivery
1 month ago
Description
:
Required Capabilities:
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 playerAccountabilities
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 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 analysisKey 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 satisfactionQualifications 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 experienceDesirable
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 knowledgeBarriers 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 Difficulties with demonstrating ownershipFlexible Working Options:
Cover working hours of served market
Weekend working as per requirement
Accommodating Overtime as per business requirement
Worker Type :
RegularPrimary Location:
Bangalore Karle Town SEZAdditional Locations :
Job Posting Start Date :
2024-02-09-
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