Customer Operations Analyst - Exports

Diageo is a global leader in alcohol with an outstanding collection of brands including Johnnie Walker, Crown Royal, Bulleit and Buchanan’s whiskies, Smirnoff, Ciroc and Ketel One vodkas, Captain Morgan, Baileys, Don Julio, Tanqueray and Guinness!

Our performance ambition is to be one of the best performing, most trusted and respected consumer products companies in the world. We are proud of the brands we make and the enjoyment they give to millions. We are passionate about alcohol playing a positive role in society as part of a balanced lifestyle. It is central to our purpose to celebrate life, every day, everywhere! Diageo is listed on both the New York Stock Exchange (Deo) and the London Stock Exchange (DGE). For more information about Diageo, our people, our brands, and performance, visit us at www.diageo.com. Visit Diageo’s global responsible drinking resource, www.DRINKiQ.com, for information, initiatives, and ways to share standard methodology.

Role Description:

• Serve as a point of contact for export customers and global customer service teams in order to deliver industry leading customer service through proactive management of the order to cash (OTC) cycle.
• Supervise and ensure timely flow of product from order receipt to dispatch at Diageo NA plants and or warehouses to support export customers’ requirements.
• Monitor orders against forecast and challenge respective planning teams to guarantee accurate service and maintain supply stability.
• Partner with global demand planning teams to acquire timely NA export forecast and challenge numbers when vital using APO and BW reporting tools
• Provide forecast access to NA supply planning team through the use of NA Planning tool and serve as channel supply constrains to customers.

Financial Responsibility:

• Supervise reports and advise customers on orders to ensure timely product delivery and product availability. Partners with global service teams to drive order changes if supply or month/yearend close constraints require
• Ensure global customer service teams adhere to order guidelines and proactively recommend order process improvements to them; communicate violations in a professional manner; Identify ways to accurate consistent order violations.
• Ensure sourcing rules (route-to-market) are followed; allowing trade-offs with understanding of cost incurred verse service recovery required; make recommendations to improve cost / service balance.
• Understand and take appropriate action to reduce cost impact of claims, taking timely action on claims resolution within SLA policy and proactively communicating the customer.
• Inventory/SLOB initiatives domestic and at our final shipping destination.

Management Responsibility:

• Will build and champion collaborative relationships with large and complex markets.
• Coordinate SAP order management system to handle customer orders and shipments.
• Works independently with limited supervision.
• Employs Customer Operations Ways of Working and Best Practices during the daily performance of job responsibilities.
• Will represent Customer Operations on innovation/renovation project teams and communicate status and priorities.

Complexity of Role:

• Must have proficiency in the order management modules of the SAP system.
• Must have a working knowledge and understanding of product innovation and launch cycles.
• Must be proficient in MS Excel and capable of creating customized customer reporting.
• Ability to interface independently with internal and external customers across all levels, including senior leadership.
• Primary contacts will be supply planning, plants, and transportation teams.
• Will collaborate with Spirits, PAB global Diageo partners.
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