Junior Customer Experience Executive - German speaking

Job Title: Junior Customer Experience Executive - German speaking

Location: Budapest

Contract terms: Permanent

About us

Diageo is a global leader company in beverage alcohol with an outstanding collection of over 200 brands enjoyed in more than 180 countries.  We are home to over 30,000 talented people all working together to make Diageo one of the best and most respected consumer product companies. Walk into any Diageo distillery, brewery, or office anywhere in the world and you’ll meet teams of people who are very good at what they do and who enjoy doing it.

About the function

The Commercial Experience Tower is all about the processes that allow us to transact with our customers and distributors. We are the second biggest tower in GBO.

We are passionate about making sure these processes are as standardised, smooth, and efficient as possible for our markets and our customers. We feel personally accountable for our debtor’s performance as a business and will make sure we provide our stakeholders with the right information, insight, and capability to drive our Debtors as a Percentage of NSV (and Operating Cash Conversion) hard.

​​​​​​​We provide insight, analysis, and provocation to our markets on our key areas of specialism such as debtors management & credit risk management.

We offer end-to-end services at a global scale in the following areas:​​​​​​​

About the role

STC deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base.

The role actualises the “one face to the Customer” approach, drives Customer satisfaction through service excellence and owns cash collection.

• 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

What you will bring

• Excellent interpersonal and communication skills

• Solid English and German language skills

• College or University Degree

• Financial knowledge is an advantage

• Sell to Cash process knowledge and working experience

• Good knowledge of internal and external business partners

• Strong MS Office knowledge

Benefits

• Unique Family Leave opportunity

• We work with