Job Description :

Purpose of the Role:

The main purpose of the role is to deliver a best in class Customer Service experience as per Diageo standards and to work collaboratively with our customers to achieve efficiencies for both parties.

This role works collaboratively with our customers to:

Enable service levels according to Diageo standards

Exports Order management and execution including follow up on the dispatch and order delivery

Follows up the customs procedures (Includes exports documentation)

Provides the needed documentation for Brand registration

Monitors and follow up the claims for the final resolution.

Active support to customer’s innovation projects

Generates action plans to improve and streamline the end to end process

The outcomes of this roles are measured in: service, cost efficiency and collaborative and value creating relationships

Incumbent will need to interact across geographies, cultures & have strong influence/impact within businesses and with Customers and external suppliers, including Supply Partners (3PL’s, custom brokers, shipping lines Carriers, etc.).

Entry Level Requirements – Capabilities, Skills & Experience:

Minimum 3 years’ experience in Customer Service, Global Exports or similar

Customer delight DNA, obsessed with customer satisfaction. Every case, every day, everywhere counts

Expertise in the use of modern technology. Clear on how to use technology to deliver a great customer experience, from data analytics, visibility to continuous customer support using modern technology (i.e. PowerBi, bots, performance dashboard, TMS, etc)

Foreign trade background (free trade agreements, customs), acumen of logistics, planning and forecasting processes

Analytical skills and ability to shape analytical findings into meaningful insights for the business

Excellent communication skills, both verbal and written combined with the ability to engage effectively at different levels in the organisation and Customers

Ability to work in environments where influence is more important than formal authority

Numerate and ability to apply KPI’s to drive performance management at all levels with suppliers, internal stakeholders and the customer

English fluent (90-95%)

Experience in using SAP and Excel. SAP4HANA experience is a plus.

Key Accountabilities:

Customer delight, obsession with customer satisfaction. Every case, every day, everywhere counts Delivery of service, cost efficiency, collaborative and value creating relationships objectives Execution of the order management process effectively to ensure targets accomplishment. Liaison with all logistics areas to ensure E2E exports process is properly executed Develop a collaborative agenda with our top customers to achieve efficiencies in the supply chain, resulting in an increase in KPI’s Ensure all documentation required is delivered in a timely manner, avoiding delays for our customers Control and monitor the liquid allocation per market when applicable, and forecast Strong interaction with planning team to act as a single team to serve markets Follow up on customer complaints and claims until final solution. Ensure the entire process is carried out under the global governance of Diageo To be the main point of contact within Tequila, Mezcal and Zacapa for all our customers, regarding any topic.

Development of a synergistic relationship with Tequila category (Plan, BCI, Make, Source) and markets to ensure delivery of overall supply excellence.

Worker Type :

Regular

Primary Location:

Mexico City

Additional Locations :

Guadalajara

Job Posting Start Date :

2024-05-08

With over 200 brands sold in more than 180 countries, we’re the world’s leading premium drinks company. Every day, over 30,000 talented people come together at Diageo to create the magic behind our much-loved brands. From iconic names to innovative newcomers – the brands we’re building are rooted in culture and local communities. Our ambition is to be one of the best performing, most trusted and most respected consumer products companies in the world.

Our founders, such as Arthur Guinness, John Walker, and Charles Tanqueray, were visionary entrepreneurs whose brilliant minds helped shape the alcohol industry. And through our people, their legacy lives on. Join us, and you’ll collaborate with talented people from all corners of the world. Together, you’ll innovate and push boundaries, shaping a more inclusive and sustainable future that we can all be proud of.

With diversity at our core, we celebrate our people's unique passions, commitments and specialist skills. Because when varied voices, mindsets, and personalities come together, great ideas are born. In our supportive culture, your voice will be heard and you’ll be empowered to be you. Just bring your ambition, curiosity and ideas, and we’ll celebrate your work and help you reach your fullest potential.

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