Order Mangement Specialist L6

Diageo; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Diageo in Gurugram is seeking a Customer Service specialist to manage end-to-end order-to-cash processes and deliver exceptional service. You will handle customer queries via calls, email, and chat, process orders, and coordinate with Credit and Supply Chain to resolve issues.

The role requires 12+ months in customer service within FMCG or similar, with substantial O2C experience, and proficiency in SAP and CRM tools. Strong communication and cross-functional collaboration are essential.

Qualifications

• 12+ months in a Customer Service role in FMCG/related sector with 5+ years in O2C and 2–3 years in 6A.
• Strong SAP and Salesforce/CRM proficiency.
• Excellent communication and stakeholder management.
• Open, proactive mindset with service-improvement focus.

Responsibilities

• Own and resolve front-line customer queries via email, phone, or chat; process orders and escalate as needed.
• Ensure OTC KPIs and SLAs are met and report on performance.
• Collaborate across Customer Service, Credit, and Supply Chain to deliver seamless service.
• Provide input for process improvements and customer experience enhancements.

Skills

O2C process

Order management

SAP

Salesforce

CRM tools

Customer service

Communication

MS Office

Calling (inbound/outbound)

Education

Any graduate

Tools

CRM tool

Job description

Context/Scope

This role sits in the Commercial Experience Service Delivery team, which reports to the Customer Operations Manager for Ireland. This role is accountable for maximizing the customer-centric experience in Ireland by growing core functional skills and developing a winning mindset. The role holder must have an in-depth understanding of the Order Management process and customer service. The role also requires understanding the supply chain management flow, its impact, and how it collaborates with the Order Management process.

Market Complexity

This role is part of a Global Commercial Experience team, based in Gurgaon, providing Customer Service for the IOI Off-Trade and On-Trade channels. This is a calling profile; hence, the applicant is expected to be proficient on calls (inbound & outbound) Servicing Customers in IOI c.9000. NSV£450m and Market share 46%

Win through Execution

• Lead bold execution in a fast-moving world.
• Act like owners of Diageo by holding self and others to account for the highest standards.
• Inject a restlessness to win and unlock capacity to decide and act quickly.

Inspire through Purpose

• Create meaning, pride, and belief for others through Diageo’s purpose.
• Inspire others to take entrepreneurial risks; encourage and recognize learning.
• Build trust and respect in Diageo through open and honest relationships.
• Celebrate frequently the impact of living our purpose.

Consistently Deliver Great performance

• Demonstrate deep personal accountability for impressive performance.
• Demonstrate unwavering accountability for Diageo’s total success – we are ‘one Diageo.’
• Have an influence; judge where and when to intervene.
• Ensure controls exist to guarantee Diageo’s performance and reputation.

Top Functional Capabilities

• A Subject matter expert in Customer Services Executives, able to delight Customers and Consumers, constantly able to grow and develop to deliver a customer-centric approach to all aspects of their work.
• Brilliant Execution – Holding yourself and other team members to account to execute exceptional customer service.
• Understanding of order-to-cash process & order management.
• Demonstrates an open mindset – Adaptable with a clear focus on service improvement opportunities, brings ideas to life.

Top Outcomes

• Support the furtherance of a high-performing culture through personal achievement of OTC KPIs and SLAs
• Understand the CARM framework, ensure processes and behaviors are adhered to, resolve and report on control weaknesses when they arise.
• Own and resolve front-line customer or consumer queries delivered through email, phone, or online chat; this may include processing orders and handling escalations to ensure Customer satisfaction. Queries may arise across multiple departments; therefore, extensive knowledge of Customer Service, Credit, and Supply Chain is required to provide service.
• Other key deliverables as required by the business within Customer Service.

L5C - role

• There will be reporting capacity mapped/aligned with this individual
• Requirement of analytical skills to determine the input & output of the reporting
• At least 12 months in a Customer Service role in a similar FMCG organization, business services, or contact center, environment with at least 5 years of experience in O2C (5C) & 2-3 years of experience in O2C (6A)
• Excellent communication skills
• In consumer care lines, knowledge of drinks industry products and corporate relations would be advantageous.
• In the Wholesale department, ability to multitask and work with an agile mindset is required. Knowledge of products and stock/sku management is particularly useful.
• Strong systems capability, preferably SAP and Salesforce/or CRM tool
• Microsoft Office experience would be advantageous.
• Ability to influence stakeholders cross-functionally in a customer- and commercial-facing role would be desirable.

Inbound & Outbound calling ability, Has O2C knowledge, Understanding of logistics & warehouse impact in Order management process & has worked in UK/Irish Market. Immediate Joinee. Any graduate