Junior Manager- OM&CS

Job Description

Job Title- Junior Manager- OMCS

Context / Scope

DBSI (Diageo Business Services India) is a multi-functional, multicultural, multi-language Shared Service Centre that manages Diageo-wide transactions across multiple global markets.

Over the past decade, DBSI has grown rapidly, driving significant changes to global operating practices and supporting Diageo markets with minimal disruption to core business operations.

The Customer Service stream within the DBSI Cash Cycle process manages Customer Service activities and, depending on the market, Logistics Advisor activities across DBSI-supported countries. The function has significant cross-market and end-to-end responsibilities, continuing to build on the operational improvements achieved by the OTC community.

The role is responsible for ensuring accurate execution of the end-to-end Order-to-Ship process, from customer order receipt through to final delivery, including proactive issue resolution. Service delivery requires close partnership with Market Logistics, Sales and Customer Service teams.

The OTC process supports markets across multiple geographies globally.

Market Complexity

• Supports a complex and evolving supply network.
• Manages 60M+ customer cases annually.
• Supports 7 in-house manufacturing plants, 45 packaging lines, and multiple external manufacturing sites.

Financial

The Cash Cycle function supports:

• Approximately 25,000 customers
• Around 400,000 customer orders annually
• Collection of approximately 9 billion annually

The function also interacts with:

• Approximately 55,000 vendors
• Around 550,000 invoices processed annually

Purpose of the Role

To enable effective end-to-end service delivery across the Customer Service process by providing high-quality operational support to internal and external business partners.

The Customer Supply Specialist is responsible for:

• Accurately processing customer orders within the system.
• Ensuring timely customer shipments and deliveries.
• Proactively coordinating with customers, Commercial teams and APAC markets.
• Partnering with the Plan Move team to minimise delays and deliver an excellent customer experience.
• Ensuring customer documentation is issued within agreed timelines to avoid customs penalties and delays.
• Acting as the first point of contact for critical customer issues.
• Supporting the Customer Service team as a Subject Matter Expert (SPOC).
• Supporting the Team Lead and Manager with reporting and data requirements.

Diageo Capabilities

The role has no direct reports.

The role holder is expected to demonstrate the following Diageo capabilities:

Be Authentic

Build and maintain strong relationships with a broad range of stakeholders while adapting communication style to meet diverse customer needs.

Find Solutions

Analyse situations, resolve operational issues and apply a strong understanding of business processes to deliver effective outcomes.

Consistently Deliver Great Performance

Demonstrate ownership, prioritisation and execution excellence while remaining focused on delivering business outcomes.

Key Accountabilities

• Deliver accurate customer documentation and ensure on-time shipment deliveries to achieve customer service OTIFNE targets.
• Generate accurate customer documentation including invoices, debit notes, credit notes and order acknowledgements within agreed timelines.
• Support the SNP Planning team to complete the OTC process through to billing.
• Validate orders for Non-UK sites.
• Resolve customer queries within agreed service levels and prepare market and hub reporting.
• Coordinate with Customer Concern teams to ensure timely issue resolution.
• Manage shipment delays, associated customer communications and supporting documentation.
• Process material and sample orders while keeping markets informed of delivery status.
• Resolve GRNI issues in partnership with DBSI Intercompany and Billing Controllers.
• Maintain high standards of accuracy, confidentiality and attention to detail.
• Ensure compliance with audit requirements, internal controls and relevant legal standards relating to customer and financial data.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.