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Diageo Customer Operations Analyst, OTC in Stamford, Connecticut

Job Description :

Role Description

  • Lead a number of critical support functions to the OTC process covering all business units, including Beer, PABS and Spirits

  • Provide support & visibility to critical business metrics, performance and/or process using data leveraged to identify and execute opportunities to drive business improvements in areas including efficiency, costs and service. These activities may include but not be limited to allocation management, reporting creation and support, “Order to Cash” Process management.

  • Champion great service to the broader Customer Operations team by ensuring our data is maintained and updated accurately across all Business areas

  • Drive continuous improvements that are more complex in nature in business processes via critical thinking, share best practices, and ensure appropriate alignment with cross functional teams

  • Strong ability to prioritize and manage high volume of requests based on business requests and timing

Account Responsibilities

  • Ensure consistent delivery of product from the Diageo warehouses to the Distributors

  • Establish and continuously improve business relationships with key State, Commercial and Finance team contacts; Manage appropriate communications and expectations

  • Proactively address and communicate issues that might impact order entry

  • Actively manage and support new product startups and product discontinuations

  • Subject matter expert within their Customer Operations team for day-to-day activities, including Order Management, Block management, ATP functionality and reporting tools (i.e. Diageo Connect, Supply Lynx, VIP, etc.)

  • Manage OTC Mailbox and ensure that all requests are processed within the current SLA

  • Strong ability to prioritize and manage high volume of requests based on business requests and timing

  • Maintain data aspects within Rapid Response, including the SKU cross reference, the transformation error reports, the SKU product category and the distributor SKU exclusion table

  • Provide new SKU details to Diageo Bangalore order team (NA Orders) to load into the SGWS VIP item catalog.

Financial Responsibility

  • Ensure that data is accurate as it impacts the total US Markets estimated 48M cases shipped annually

  • Maintain, monitor, and influence the results of relevant key performance indicators across service, cost, cash and quality

  • Understand and take appropriate action to manage cost impact of order violations, order expedites, and other actions taken to deliver service against operational constraints and budgets

  • Drive the on-going development and refinement of Customer Operations processes and metrics to drive continuous improvements and efficiencies in service, cost, cash and quality

Key Outputs/Deliverables

  • Monitor and ensure on-time flow of product from Diageo global plants and 3rd party suppliers

  • Ensure Distributors adhere to order guidelines and proactively recommend order management & process improvements to customers (i.e. route-to-market, order lead time, order quantity)

  • Proactively manage exceptions outside of the order process, including but not limited to Distributor issues, quality issues, and product transfers

  • Represent Customer Operations in cross functional meetings to shape and influence key critical business processes, such as innovation, system enhancements, and logistics network changes

  • Provide insight into collaboration opportunities with our Distributors and lead through to execution


  • 2+ years of experience in customer service, supply chain planning or logistics roles within the Beverage alcohol industry or a fast-paced CPG company

  • Degree in supply chain, business management, or related fields

  • Experience in order management systems (preferably SAP) and MS Office Applications

  • Strong written and verbal communication skills

  • Ability to work independently and interface with internal and external customers across various levels of the organization

  • Established capability to influence others

  • Demonstrated ability to build strong customer relationships and manage customer expectations

  • Proven analytical capabilities and problem solving skills

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As a global leader in beverage alcohol, our 200+ brands are part of everyday celebrations in over 180 countries. Our ambition is to create the best performing, most trusted and respected Consumer Products Company in the world.

Ever since Arthur Guinness took out a 9,000 year lease on a Dublin brewery, some 250 years ago, we became a business that is defined by the character of the people who work here. It took immense character from Alexander Walker to convince the captains of every ship in the port of Glasgow to take crates of Johnnie Walker to the four corners of the world. Today, nothing’s changed.

We’re proud to be more than 27,775 talented people . While they make our iconic brands ever stronger around the world, we help them go further than they thought possible. Diageo is where you’ll find a wide variety of personalities, experiences and perspectives , wherever you’re based in the world. It makes for a stimulating and rewarding working environment, where everyone can flourish.


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