Required Capabilities: ● 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 Accountabilities ● 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 Key performance indicators ● Collection Past Due % ● Collected to Term % ● Number of disputes and time to resolve ● Customer Deduction Management (unidentified and rejected deductions) ● Average Order Touches ● Touchless orders % ● Return and refusal % ● Customer satisfaction Qualifications and Experience Required: Essential ● 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 Desirable ● College or university Degree ● Financial knowledge ● OTC process knowledge and working experience ● Good knowledge of internal and external business partners ● Excellent product knowledge ● Strong MS Office knowledge Barriers to Success in Role (Optional): ● Insufficient customer service skills ● Insufficient language capabilities ● Insufficient communication skills (face-to face / phone / written) ● Inability to work as a part of a team ● Lack of accuracy, attention to details ● Difficulties in setting priorities ● Difficul
ties with demonstrating ownership Flexible Working Options: ● Cover working hours of served market ● Weekend working as per requirement ● Accommodating Overtime as per business requirement
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