Senior Customer Service Analyst - Commercial Experience & Service Delivery

Diageo India Pvt Ltd; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Diageo India Pvt Ltd in Bengaluru seeks a Senior Analyst, Commercial Experience Service Delivery to manage orders, handle customer queries, and drive service level improvements. This role anchors cross-team collaboration to ensure timely, accurate shipments and strong customer satisfaction in a global operation.

The role emphasizes excellent English, strong communication, and a good grasp of MS Office, with SAP knowledge as a plus. Normal business hours, on-site location in Bangalore.

Qualifications

• Essential Fluent English and strong interpersonal/communication skills.
• Very strong customer service attitude and problem-solving mindset.
• Proficient in MS Office and data handling for reports.
• Desirable degree; SAP knowledge is advantageous for role.

Responsibilities

• Manage orders and handle all incoming customer queries efficiently.
• Collaborate with internal teams to improve service levels and OTIF.
• Communicate clearly between Diageo and customers to ensure alignment.
• Maintain order entry accuracy and support 3PL/logistics as needed.
• Support continuous improvement initiatives in the cash cycle process.

Skills

Fluent English

Interpersonal & communication

Customer service orientation

MS Office proficiency

Market & customer awareness

Education

College or university Degree

Tools

SAP knowledge

Job description

Senior Analyst, Commercial Experience Service Delivery

Job Description

Job Title: Senior Analyst, Commercial Experience Service Delivery

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 team

About the role: Purpose of 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 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

Role Responsibilities:

Experience / skills required:

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? Then this may be the opportunity for you. 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 Experience Level Senior Level