Senior Analyst, Commercial Experience Service Delivery

Diageo; Bengaluru; On-site; INR 380,000 - 600,000; Full time

Job summary

Diageo Bangalore Karle Town SEZ is seeking a Customer Service Advisor who serves as the first point of contact for customers, including EDI customers and third-party providers, and links the Cash Cycle Department to external contacts.

You will ensure on-time, in-full shipments, resolve queries per SLA, and support continuous improvement of the Cash Cycle process while upholding internal controls. Fluency in English and strong communication are essential.

Qualifications

• Fluent English is essential for daily communication with customers and internal teams.
• Strong interpersonal and communication skills to manage relationships.
• Proficiency in MS Office and data handling for reporting and tracking.
• Very strong customer service attitude and problem-solving mindset.

Responsibilities

• Order management, including EDI ordering (Idoc corrections, issue resolution).
• Handling all incoming customer queries and requests.
• Continuously improving service levels with internal teams to excel in a competitive environment.
• Ensuring proper communication between Diageo and customers.
• Maximising customer satisfaction and order entry accuracy.

Skills

Fluent English

Interpersonal skills

MS Office knowledge

Customer service attitude

Education

College or university Degree

Tools

SAP knowledge

Job description

Job Description

About us

With over 200 brands sold in nearly 180 countries, we’re the world’s leading premium drinks company. From global icons like Johnnie Walker, Guinness and Tanqueray to Smirnoff and Don Julio, we create brands consumers love. Bring your passion and use your curiosity as you explore, collaborate and innovate. Together with passionate people from all over the world, you’ll test new ideas, learn and grow, and unlock a brighter, more exciting future. Join us to create a career worth celebrating.

About the Function

Global Business Operations keeps our business moving, connecting markets, streamlining processes and keeping everything running smoothly at scale. With teams across Bangalore, Budapest, Bogotá, Gurugram, and Manila, GBO delivers the essential services that support our day-to-day performance, from finance to operations and beyond. It’s a truly global environment, where collaboration across time zones and cultures is part of everyday life. You’ll gain exposure to different markets, build skills for the future and develop a broad understanding of how a business operates at scale. It’s a great place to learn, grow and see the bigger picture.

About the role

The Customer Service Advisor is the first point of contact for customers, incl EDI customers, IMC’s, 3rd party service providers (warehouse) and ABSC teams and acts as the link between Cash Cycle Department and contacts outside GDBS Cash Cycle.

Responsible for delivering high-level customer service and ensuring on time, in full shipments.

To ensure that all customer service related queries are followed up and resolved accurately, efficiently and according to the relevant SLA.

To contribute ideas, energy, enthusiasm and support to the continuous improvement of the “Cash Cycle” process.

To ensure that internal control procedures are strictly adhered to.

Customer Service teams in certain markets are also responsible for logistic activities, measured by OTIF. Ensures that Key performance Indicators are reaching the target. Logistics Advisor tasks can also be relevant in specific markets ( eg. Proactively manage relationship with 3PLs, collaboration between Supply Chain and CS, invoice corrections, stock reconciliation etc..)

Diageo Global Objective

Diageo Global objective is to provide excellent customer service to improve customer satisfaction outside and inside Diageo, and to ensure smooth transition of new EDI customers.

Diageo Capabilities

• Excellent interpersonal and communication skills with stakeholders
• Deliver on promises
• Accuracy and attention to details
• Looking for and responding to feedback
• Good knowledge of customers and market specifics
• Generating ideas for issue resolution and service improvement
• Positive ‘can do’ attitude
• Taking ownership for resolution, escalates where necessary
• Ability to build great relationships with customers
• Understand and comply with controls in own area
• Good team player

Top 3-5 Accountabilities

• Order management, including EDI ordering ( Idoc corrections, issue resolution for EDI related problems)
• Handling all incoming customer queries and requests
• Continuously improving service levels in cooperation with the internal teams and other parts of the business to strive for excellence in a highly competitive environment
• Being responsible for proper communication between Diageo and customers
• Maximising customer satisfaction level and order entry accuracy

Qualifications and Experience Required

Essential

• Fluent English
• Strong interpersonal and communication skills
• Strong MS Office knowledge
• Very strong customer service attitude

Desirable

• College or university Degree
• System skills (SAP knowledge)
• Having an overview of market and customer specifics

Barriers to Success in Role (Optional)

• Insufficiently open-minded and not flexible
• Lack of CRM and accuracy
• Not sufficient language capabilities
• Inability to work as a part of a team

Flexible Working Options

Normal business hours

Flexible Working Statement

Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one.

Rewards & Benefits Statement

We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including:

Diversity statement

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more. Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to new heights and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired

Feel inspired? Then this may be the opportunity for you.

Reasonable adjustment

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Worker Type :Regular Primary Location:Bangalore Karle Town SEZ Additional Locations :

Job Posting Start Date

2026-10-13

About us (continued)

With more than 200 brands sold in over 180 countries, we are home to a diverse portfolio of drinks enjoyed around the world. Every day, our talented colleagues bring creativity, expertise and passion to the brands people know and love. From established favourites to exciting new launches, the brands we build are shaped by culture, connected to local communities and made for life’s moments. By understanding our consumers and building strong, trusted relationships with our customers, we help our brands remain relevant, distinctive, and accessible. Our founders, including Arthur Guinness, John Walker and Charles Tanqueray, were visionary entrepreneurs whose ambition and ingenuity helped shape the drinks industry. Today, that pioneering spirit lives on through our people. Join us and you’ll work alongside talented colleagues from around the world, bringing together different perspectives, experiences, and specialist skills. Together, you’ll challenge convention, explore new possibilities and help shape a more inclusive and sustainable future. You’ll be empowered to learn, grow, thrive, and make a lasting impact. DRINKiQ What’s your DRINKiQ? Take our quiz to understand how alcohol is made and explore the effects of drinking. You can discover everything you need to know at DRINKiQ