Sr Analyst- Commercial Experience

Diageo; Gurugram District; On-site; INR 400,000 - 700,000; Full time

Job summary

Diageo in Gurugram is seeking a customer-focused role to manage end-to-end order fulfilment and partner with Customers, Sales, and Logistics to improve service. You will own communications, resolve issues, and drive on-time, in-full deliveries while maintaining strong customer relationships.

The ideal candidate has excellent communication and a proactive mindset, with the ability to work independently in a fast-paced environment and coordinate with cross-functional teams to ensure customer

Qualifications

• Ability to build strong relationships with customers.
• Excellent customer service mindset and care.
• Strong interpersonal and communication skills.
• Ability to take full ownership of order fulfilment.
• Proactive in driving customer satisfaction and resolving issues.
• Willingness to learn about customer businesses and priorities.

Responsibilities

• Schedule and lead regular communications with Customers and Sales to drive customer satisfaction and address recurring issues.
• Proactive out of stock management and involve customer in decision making by offering alternatives.
• Manage Customer initiated order amendments in SAP.
• Take ownership of incoming queries from Customers related to orders.

Skills

Relationship building

Customer service mindset

Interpersonal skills

Order fulfilment ownership

Customer satisfaction

Knowledge of customers

Task prioritization

Deliver on promises

Proactive mindset

Entrepreneurial attitude

Self-confidence

Feedback orientation

Team player

Job description

Responsibilities

• Schedule and lead regular communications with Customers and Sales to drive customer satisfaction, flag and eliminate reoccurring issues (service, dispute, data or technical related)
• Proactive out of stock management, involve Customer to the decision by offering alternatives
• Manage Customer initiated order amendments in SAP
• Take ownership of incoming queries from Customers related to orders

Purpose of Role

Drive On Time In Full and TAG results by managing excellent business partnering with Customers as well as with In-Market Supply Chain, Sales, Commercial Finance Teams and 3PL.

Required Capabilities

• Willingness and ability to build great relationships with Customers
• Excellent customer service and customer care mind-set
• Excellent interpersonal and communication skills
• Ability to take full ownership of order fulfilment
• Ability to drive Customer satisfaction
• Willingness to gather excellent knowledge of Customers
• Ability to effectively prioritize 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