Junior Customer Experience Executive

  • Company:
  • Location:
  • Salary:
    negotiable / month
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  • Posted:
    4 months ago
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**Job Description :**

**About us**

Diageo is the world’s leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. Our purpose – Celebrating life, every day, everywhere – has an important role in our company, for our people, our diversity, our brands, in how we perform and how we create shared value.


As the leading beverage alcohol company in every region of the world, we’re proud to be the custodians of globally-recognised names such as Baileys, Guinness, Smirnoff, and Johnnie Walker. Join us, and help secure the future success of some of the world’s most iconic brands.In Global Business Services our teams help each and every Diageo colleague across 180 countries to do their best possible work. Striving to make things easier for the rest of our teams, their roles could involve anything from financial controllership to statutory compliance, general accounting or business intelligence and analytics. There’s a wide range of roles and projects to get involved with, and the chance to be part of a truly global operation – we have 1,600 experts, working out of locations including Budapest, Bogota, Nairobi, Manila and Bengaluru.At Diageo, we’re united by our purpose of celebrating life, every day, everywhere. If you share our passion and want to make a positive impact across our business, there’s a rewarding career here for you.

**About the Role**

The Customer Experience Stream is part of the Sell to Cash (STC) process. It actualizes the “one face to the Customer”. This role actualises the “one face to the Customer” approach, drives Customer satisfaction through service excellence and owns cash collection.

**Purpose of Role:** Drive CASH, On Time In Full and TAG results by managing excellent business partnering with Customers as well as with In-Market Supply Chain, Sales, Commercial Finance Teams and 3PL.

+ 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 (reasoncode 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

**About You**

**Experience required/Skills/capabilities/Languages:**


+ Solid English language skills both written and oral – company language

+ Excellent and proven customer service attitude

+ Excellent interpersonal and communication skills

+ Strong MS Office knowledge


+ College or university Degree

+ Financial knowledge

+ STC process knowledge and working experience

+ Good knowledge of internal and external business partners

+ Excellent product knowledge

+ 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 player

**Benefits of working here**

+ Unique Family Leave opportunity

+ We work without border – you will work with people from all over the world

+ You will deal with world class brand portfolio

+ Wide variety of thematic events, afterwork activities organized by employee communities

+ Product Allowance to purchase company products from the staff shop

+ We won the Fittest Workplace Award, of course we have a Gym

+ Urban legend is true, we do have a Rooftop Bar

Celebrating our inclusive and diverse culture is core to Diageo’s purpose of “celebrating life every day everywhere”. This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.

We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.

Flexibility is key to success in our business and many of our staff work flexibly in many different ways, including part-time, compressed hours, flexible location. Please talk to us about what flexibility means to you and don’t let anything stop you from applying.

**Character Is Everything**

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**Primary Location:**


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**Job Posting Start Date :**


As a global leader in beverage alcohol, our 200+ brands are part of everyday celebrations in over 180 countries. Our ambition? We want to be one of the best performing, most trusted and respected consumer products companies in the world.

Ever since Arthur Guinness took out a 9,000 year lease on a Dublin brewery, some 250 years ago, we became a business that is defined by the character of the people who work here. It took immense character from Alexander Walker to convince the captains of every ship in the port of Glasgow to take crates of Johnnie Walker to the four corners of the world. Today, nothing’s changed.

We’re proud to be more than 30,000 talented people. While they make our iconic brands ever stronger around the world, we help them go further than they thought possible. In fact, we’re helping to define their career growth through stretching roles and exciting development opportunities.

Diageo is where you’ll find a wide variety of personalities, experiences and perspectives, wherever you’re based in the world. It makes for a stimulating and rewarding working environment, where everyone can flourish.