Senior Analyst

Role & responsibilities

Duties:

Context/Scope:

This role sits in the Commercial Experience Service Delivery team, which reports to the Customer Operations Manager for Ireland. This role is accountable for maximizing the customer-centric experience in Ireland by growing core functional skills and developing a winning mindset. The role holder must have an in-depth understanding of the Order Management process and customer service. The role also requires understanding the supply chain management flow, its impact, and how it collaborates with the Order Management process.

2 to 3 years of relevant experience

Market Complexity:

This role is part of a Global Commercial Experience team, based in Gurgaon, providing Customer Service for the IOI Off-Trade and On-Trade channels. This is a calling profile; hence, the applicant is expected to be proficient on calls (inbound & outbound)

Servicing Customers in IOI c.9000. NSV450m and Market share 46%

Win through Execution

• Lead bold execution in a fast-moving world.
• Act like owners of Diageo by holding self and others to account for the highest standards.
• Inject a restlessness to win and unlock capacity to decide and act quickly.

Inspire through Purpose

• Create meaning, pride, and belief for others through Diageo’s purpose.
• Inspire others to take entrepreneurial risks; encourage and recognize learning.
• Build trust and respect in Diageo through open and honest relationships.
• Celebrate frequently the impact of living our purpose.

Consistently Deliver Great performance

• Demonstrate deep personal accountability for impressive performance.
• Demonstrate unwavering accountability for Diageo’s total success – we are ‘one Diageo.’
• Have an influence; judge where and when to intervene.
• Ensure controls exist to guarantee Diageo’s performance and reputation.

Top Functional Capabilities

• A Subject matter expert in Customer Services Executives, able to delight Customers and Consumers, constantly able to grow and develop to deliver a customer-centric approach to all aspects of their work.
• Brilliant Execution – Holding yourself and other team members to account to execute exceptional customer service.
• Understanding of order-to-cash process & order management.
• Demonstrates an open mindset – Adaptable with a clear focus on service improvement opportunities, brings ideas to life.

Top Outcomes

• Support the furtherance of a high-performing culture through personal achievement of OTC KPIs and SLAs
• Understand the CARM framework, ensure processes and behaviors are adhered to, resolve and report on control weaknesses when they arise.
• Own and resolve front-line customer or consumer queries delivered through email, phone, or online chat; this may include processing orders and handling escalations to ensure Customer satisfaction. Queries may arise across multiple departments; therefore, extensive knowledge of Customer Service, Credit, and Supply Chain is required to provide service.
• Other key deliverables as required by the business within Customer Service.

Skills:

Inbound & Outbound calling ability, Has O2C knowledge, Understanding of logistics & warehouse impact in Order management process & has worked in UK/Irish Market. Immediate Joinee.

Education:

Any graduate