Commercial Experience Service Delivery Specialist

4 weeks ago


Bengaluru, Karnataka, India Diageo Full time
About the Role

We are seeking a highly skilled Commercial Experience Service Delivery Specialist to join our team in Bangalore. In this role, you will be responsible for delivering exceptional customer service and driving business results.

Key Responsibilities
  • 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 analysis
Requirements
  • 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
Benefits
  • Competitive salary: ₹20 lakhs - ₹30 lakhs per annum
  • Bonus structure: performance-based bonus up to ₹5 lakhs per annum
  • Health insurance: comprehensive health insurance plan
  • Leave policy: generous leave policy including paid sick leaves, casual leaves, and special occasions
  • Professional development: opportunities for growth and professional development


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