The Market Service Owner is required to be fully cross-functional giving flexibility to focus on the right customers, products and processes, at the right time.Builds great relationships with customers across global markets, production sites and thirdparty freight service suppliers.Demonstrates integrity & a strong engagement ethos in line with Diageo Values and Diageo Capabilities.Demonstrates strong influencing skills. Builds trust, is a team player, yet capable of operating independently. Resolves conflicts in a positive and constructive way and looks to support others.Has a rational and logical approach to problem solving.Seeks opportunities to challenge current ways of working, and strives for simpler, faster, better solutions and shares this with colleaguesSets high standards and stretching goals for self and is able to challenge in a constructive manner.Purpose of Role Reporting to the Customer Service Team Leader, the Customer Service Executive will operate effectively in a highly process-driven environment and is responsible for: delivery of the order to cash process in line with CARM principles. Is the first point of contact for all customer issues Representing the Customer within Diageo, specifically Product change projects QIR process Order prioritization during supply constraints Together with team members owning all customer service issues that may arise and ensuring regular back to the customer. Knowledge of Export Customs processes and systems KPI customer service reporting Liaise with shipping lines to ensure OTIF delivery to customersThis role requires strong communication skills, written and oral, to deal with a variety of internal and external stakeholders.Top 3-5 accountabilities Develop and maintain effective working relationships with key market personnel and service providers thus ensuring an excellent understanding and delivery of the markets requirements in line with Service Level Agreements (SLA’s) and/or Partnership Agreements. Demonstrates a good understanding of market complexities & products and is capable of resolving all export issues whilst maintaining full administration processes, ie OTC, SMR, SAP & Sap Customer Data, C&E and Pricing. Manage and deliver all Customer Service KPI’s for his/her markets. Through the QIR process, manage the interface between the customer and the Quality dept when faced with quality issues in market. Co-ordinate timely resolution by liaising with Quality and production facilities. Meet the Diageo compliance agenda (CARM, CT-PAT, H&S, etc). Manage all freight processes to ensure appropriate services are selected at optimum cost. Identify special pre-shipment requirements.Qualifications and experience requiredIdeally the role holder should be educated to Leaving Certificate standard or equivalent. 3rd level qualifications would be an advantage.In the absence of the above the role holder should possess 2 – 4 years experience in a customer services/shipping environment.Experience of Exports, freight documentation and terminologyCustomer relationship & Supplier/vendor managementHigh level of competency in SAP, word processing, Excel etcC&E requirements, specific market legislation and shipping documentation.· Knowledge of International TradeBarriers to Success in Role· Lack of knowledge/experience of International Trade.· No previous experience in Customer Service Area.· Lack of sufficient competency in SAP. Additional Skills: CUSTOMER SERVICE ORIENTED, CUSTOMER SERVICE TEAM, DTD, EXCEL, HTML, MICROSOFT EXCEL, MICROSOFT WORD, PRICING, RETAIL SALES, SAP, SERVICE LEVEL AGREEMENTS, SHIPPING, STRONG COMMUNICATION SKILLS, TEAM PLAYER, VENDOR MANAGEMENT, WORD. Education: Completed High School (Diploma or GED). Skills: CUSTOMER SERVICE, DOCUMENTATION, PROBLEM SOLVING, RATIONAL
•To be successful in this role you will have experience in logistics, export related or customer service environment.•It would be great if you have Supply Chain experience e.g. planning, replenishment, make to order fulfilment, manufacturing, materials and services supply.•Ideally you will have knowledge of Supply Chain Systems ideally SAP.
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