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Client Services Operations Specialist

2 months ago

Stamford, Connecticut, United States Diageo Full time
Job Overview:

Diageo stands as a premier global entity in the alcoholic beverage sector, boasting an exceptional portfolio of brands such as Johnnie Walker, Crown Royal, Bulleit, and Guinness. Our aspiration is to be recognized as one of the most esteemed and trusted consumer goods companies worldwide. We take pride in our brands and the joy they bring to countless individuals. Our commitment to responsible drinking and a balanced lifestyle is integral to our mission of celebrating life every day, everywhere.

Role Responsibilities:
  • Act as a liaison for international clients and global customer service teams, ensuring exceptional service through proactive oversight of the order-to-cash (OTC) process.
  • Oversee and guarantee the timely movement of products from order placement to dispatch at Diageo facilities, aligning with the needs of international clients.
  • Track orders against forecasts and collaborate with planning teams to ensure service accuracy and supply consistency.
  • Work closely with global demand planning teams to obtain timely export forecasts and challenge figures when necessary, utilizing reporting tools.
  • Facilitate access to forecasting data for the North American supply planning team and communicate supply constraints to clients.
Financial Accountability:
  • Monitor reports and advise clients on order statuses to ensure timely delivery and product availability, collaborating with global service teams to adjust orders as needed.
  • Ensure adherence to order guidelines by global customer service teams and proactively suggest process enhancements; communicate any discrepancies professionally.
  • Uphold sourcing protocols while balancing cost implications with service recovery needs; propose strategies to optimize cost/service ratios.
  • Act promptly to mitigate the financial impact of claims, ensuring timely resolution in line with service level agreements.
  • Manage inventory and slow-moving stock initiatives both domestically and at final shipping points.
Management Duties:
  • Foster and maintain collaborative relationships with diverse and complex markets.
  • Utilize the SAP order management system to efficiently process customer orders and shipments.
  • Operate independently with minimal supervision.
  • Adopt Customer Operations best practices during daily responsibilities.
  • Represent Customer Operations in innovation and renovation project teams, communicating updates and priorities effectively.
Role Complexity:
  • Proficiency in SAP order management modules is essential.
  • A solid understanding of product innovation and launch cycles is required.
  • Advanced skills in MS Excel for creating tailored customer reports are necessary.
  • Ability to engage independently with internal and external stakeholders at all levels, including senior management.
  • Primary interactions will include supply planning, production facilities, and logistics teams.
  • Collaboration with global Diageo partners in the spirits sector is expected.
  • Experience working with multiple supply points across various countries is advantageous.
Key Deliverables:
  • Lead the order process from creation to delivery for international shipments.
  • Address shipment issues promptly and efficiently.
  • Manage escalations related to order management, including adjustments and substitutions.
  • Generate and distribute weekly open order shipping reports.
  • Implement North American supply processes and guidelines.
  • Support management in achieving shipping targets at the end of each period.
Qualifications:
  • Bachelor's degree required.
  • 1-3 years of experience in supply chain management (Logistics/Planning).
  • Experience in the beverage alcohol industry or consumer packaged goods is highly preferred.
  • Familiarity with SAP and proficiency in Excel, including SAP APO and BW reporting.
  • Preferred experience of 3+ years in export operations.
Worker Type:
Regular

Primary Location:
Stamford

Salary Range:

Minimum Salary:
$62100
Maximum Salary:
$103500
Diageo offers various rewards for eligible roles, including annual incentives and stock options. Employees in the U.S. may receive healthcare benefits, retirement plans, disability coverage, life insurance, wellness programs, and industry-leading parental leave, among other benefits. (Benefits may vary based on employment type and location.) The displayed salary range pertains to the primary location of the role.