Sr Analyst, Commercial Experience Service Delivery

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

Job summary

Diageo seeks a proactive Customer Order Management professional in Gurgaon to drive service excellence and On Time In Full performance. You will partner with Customers, In-Market Supply Chain, Sales, Commercial Finance and 3PL to ensure smooth order capture, approval processes and timely issue resolution.

Key tasks include managing orders in SAP, addressing customer queries, and collaborating with internal teams to reduce disputes while maintaining accurate master data and knowledge base.

Qualifications

• Excellent customer service mindset and communication skills.
• Ability to build strong relationships with Customers and internal teams.
• Ownership of order fulfilment and proactive issue resolution.

Responsibilities

• Drive On Time In Full and TAG results with Customers and In-Market teams.
• Coordinate with 3PL, Sales, Supply Chain and Finance to resolve issues.
• Manage customer orders, amendments, and queries in SAP.
• Ensure timely responses to internal and external queries.
• Maintain customer master data and knowledge base.
• Provide reporting to support customer communications and RCA.

Skills

Customer service

Relationship building

Communication skills

Order fulfilment ownership

Prioritization

Tools

SAP

Job description

Job Summary

The role drives Customer satisfaction through service excellence.

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.

Responsibilities

We offer end-to-end services at a global scale in the following areas:

• Pricing set up to make sure we re ready to trade
• Managing credit limit and payment term approval processes
• Order capture from customers and between group companies
• Driving order and invoice issue resolution with 3PLs, Sales and Supply
• Collecting cash from customers and group companies
• Managing, validating, and paying promotional invoices

Accountabilities:

• 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
• Raise and respond to Internal Queries on time as appropriate
• Update customer master data details and knowledge book regularlyManage strong relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and Process Excellence Teams
• Actively promote the CARM (Sarbanes Oxley) / Control agenda
• Reporting to support Customer communication and root cause analysis

Key performance indicators

• Contribution to On Time In Full orders for the customers
• Average Order Touches
• Touchless orders %
• Return and refusal %

Requirements

• 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
• 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