Customer Service Representative at Diageo

Role Dimensions

• Overview The primary purpose of this role is to drive Customer Service across all Channels within the South African network to an agreed KPI of 95% working in close collaboration with both external and internal collaboration teams.
• Financial Diageo SA is part of a dual listed (London and New York) global organisation operating within a complex local environment. Financial complexity is driven through the reporting, planning and forecasting requirements of our global shareholder along with ensuring compliance with local legislation. In addition, compliance with Sarbanes-Oxley codes of good practice is required due the Diageo listing on the NYSE.

The complexity of the marketplace, with multiple customer segments and routes to market, drives complexity in understanding the creation of value from Retail Selling Price through the P&L. We consistently work to identify and maximise opportunities across the value chain through pricing and promotional strategy across our customer base.

The volatility of the South African macro-economic environment drives a level of complexity when managing global targets, local input costs and product imports. Cost drivers such as inflation and global vs local exchange rates impact our cost base strongly and need to be managed closely

• Market Complexity Diageo SA operates in a complex, ever changing and extremely exciting market environment. Diageo SA has emerged as the leading spirits business in South Africa facing competition from long established competitors such as Distell and aggressive emerging players such as Pernod Ricard SA and The Really Great Brands Company (RGBC).

The liquor market in South Africa operates through multiple customer channels and routes to market. This is in order to effectively service consumers across an extremely diverse range of socio-economic circumstances, cultural affiliations and geographical ranges.

Our extensive spirits brand portfolio services consumers across our diverse nation and we must continuously strive to keep up with the fast changing market trends and challenges inherent in that

• Leadership and Functional Win through Execution
• Holds self and others to account
• Rigorously plans and priorities
• Simplifies and unlocks capacity
• Makes decisions and injects an urgency to win

Shape the Future

• Sets a stretching vision for the future
• Balances analysis and execution
• Encourages others to experiment and take action
• Unlocks opportunities for growth

Inspire through Purpose

• Builds confidence to take risks
• Celebrates learnings in the moment
• Builds open, trusting and honest relationships

Invest in Talent

• Takes informed risks to grow self
• Harnesses full extend of diversity
• Fosters inclusion
• Builds agility and resilience

Purpose of Role Key stakeholders: Supply Teams, 3pls, Commercial team, Planning teams (in Market and above) and Customers

The Incumbent In This Role Will Be Required To Ensure

The primary purpose of this role is to drive and delivery world class Customer Service.

• Great partnership with the commercial team in ensure ‘on time and in full’ service delivery to the customer base.
• Great partnerships with customers in ensuring both Diageo and customer core needs are met – always driving simpler, better and improved efficiencies within the supply organization.
• Drive collaborative planning with customers as input into the sales forecast
• Play an active role in providing input to supply chain reviews ito cost saving initiatives and opportunities.

Key Accountabilities

• Receiving and placement of all – OTIFNE under banner of brilliant execution associated with Promotions, NPD, launches, range extensions etc
• Management and monitoring of EDI platform / Idoc failures, pricing & master data validations, ATP / OOS monitoring
• Provide a one call query order and query resolution service as matters relate to customers, current and open orders. Back door delays, incorrect pricing, TAT, returns and refusals etc
• Responsible for end to end order cycle - OTC
• Work hand in hand with the DC Controller (where relevant) to effectively manage:
• TRACKS – ISA and OSA visibility
• SLOBS – Identify risk and opportunity
• Longer term risk
• Responsible for Good governance with regard to all areas of master data – customer, Product and pricing, as matters relate to OTC
• Responsible for Good governance as matters relate to Diageo codified best practice processes – KPI’s, Administration, SLA reports, and daily, weekly and monthly tier calls
• Operate within codified compliance guidelines and environment at all times

Qualifications and Experience Required Entry Level Requirements – Capabilities, Skills & Experience

• Tertiary qualifications – supply chain or similar
• Min 3 – 5 years relevant experience in similar function
• FMCG experience (customer facing account management and advantage)
• Strong level of computer competency, i.e. PowerPoint, Word, Excel (advance), SAP front end and CRM, etc.
• Good understand of Diageo OTC processes
• Strong analytical skills
• Good interpersonal relationships
• Able to influence at all levels
• Strong negotiator
• Cross functional supply chain experience
• Logistics and operations experience
• Planning and forecasting experience

Leadership Capabilities and Standards

• The role holder must be a proactive Ambassador for their Market when talking with retrospective stakeholders and utilise their network to make things happen both formally and informally. Injects a sense of urgency to win and unlock Peoples’ capacity to action. Holds self and others to account for performance outcomes.
• Continually anticipates, understands and actions what customers want from their “supplier of choice”. Is a change agent, innovative and creative.
• Creates relationships with customers and Global Supply colleagues and partners to develop and embed that understanding of what customers want from their “supplier of choice”. Models trust and respect, ignite pride and belief in what we do, and raise aspirations, invests in talent and celebrates successes.
• Experiments and insists on data, insights and external perspectives, that move us quickly to action.
• The role holder will strive to constantly improve their own performance and invest in their development. They will also pro-actively seek feedback and learns from mistakes.
• Build strong working relationship with customer contacts to enable a collaborative approach to workings.
• Needs to be flexible and embrace change, continually looking for ways to improve everything they do. They will use various continuous improvement tools and techniques to solve problems.

Barriers to Success in Role

• Inability to develop, influence and drive initiatives to completion across cross functional teams and customers,
• Inability to shift and improve on ‘in market’ capabilities and experience in superior customer service.