Customer Service Executive - Remote Eligible

Customer Service Executive

Join our Global Business Operations

Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are critical to the day-to-day performance of our business. With a team of over 2,000 dedicated and passionate people supporting 21 markets across the world, we have offices in Bangalore, Budapest, Bogota, and Manila.

Our global remit offers huge learning opportunities. We encourage learning and development in skills needed now and in the future across digital, industry, professional, and domain. Wherever you start, you'll be rewarded with a world view and the recognition you deserve in our inclusive and supportive culture.

About This Role

As a Customer Service Specialist, you will be the trusted point of contact for customers, managing everything from orders and deliveries to returns and claims. You won't just react to issues—you'll anticipate them, solve them proactively, and ensure smooth, seamless service every step of the way.

With full visibility of the end-to-end Order-to-Cash (O2C) process, you will play a key role in connecting customers, commercial teams, and internal functions such as Cash Cycle, Supply Chain, and logistics partners. Your ability to collaborate, communicate, and problem-solve will directly impact customer satisfaction and business performance.

This role offers the opportunity to go beyond day-to-day operations. You'll contribute to continuous improvement initiatives, support sales teams in meeting customer needs, and help drive operational excellence. In some markets, you may also take on logistics-related responsibilities, working closely with third-party providers to ensure on-time, in-full delivery.

If you're passionate about customer service, thrive in a fast-paced environment, and enjoy making a real impact, this role is for you.

Key Responsibilities

• Manage daily Sales Order processing, including rebates handling
• Oversee order management activities, including EDI processing (IDoc corrections and issue resolution)
• Handle urgent and ad hoc transaction requests in a timely manner
• Perform User Acceptance Testing (UAT) for in-scope processes
• Review, validate, and resolve errors or changes in Sales Orders
• Identify process bottlenecks and challenges, and collaborate with the Line Manager on improvements
• Support and contribute to Continuous Improvement initiatives across the business
• Drive resolution of daily order management issues and escalations
• Act as a point of contact during Business Continuity Planning (BCP) when designated as a critical resource
• Provide required documentation and support during audit cycles
• Ensure smooth and accurate month-end closing activities
• Escalate complex issues to senior stakeholders to support timely resolution
• Provide backup support to team members across processes as needed
• Coordinate and track progress of closing activities to ensure timely completion

Qualifications

Essential

• Fluent in Japanese (spoken and written)
• Good command of English (spoken and written)
• Strong interpersonal and communication skills
• Proficiency in MS Office applications
• Strong customer service mindset with a proactive approach

Desirable

• Bachelor's degree or equivalent
• Experience with SAP or other ERP systems
• Understanding of market dynamics and customer-specific requirements

Working With Us

Flexibility is key to success. From part-time and compressed hours to different locations our people work flexibly in ways to suit them. Talk to us about what flexibility means to you and we'll work together so that you're supported from day one.

We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including:

Compensation & Benefits

• Competitive annual base salary
• Work-from-home (WFH) allowance
• Performance-based Annual Incentive Plan (target: 20% of base salary)

Additional Benefits

• Product allowance to enjoy company products (prorated based on employment period)
• Transportation allowance (reimbursement of actual commuting expenses)
• Commercial insurance, including term life coverage
• Employee Assistance Program (24/7 confidential counseling and support for employees and their families)
• Annual health check-up to support employee well-being

Work-Life Balance

• Full-paid annual leave entitlement

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this.

We embrace diversity in the broadest possible sense. This means that you'll be welcomed and celebrated for who you are just by being you. You'll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired? Then this may be the opportunity for you.

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Recruitment Scam Warning

Protecting candidates is very important to us. All communications regarding your application will come from an email address ending in @diageo.com. In our recruitment process, we'll never ask for money.

If you have any questions, please reach out to your Talent Engagement Lead, John Cedrique Rimonte, at JohnCedrique.Rimonte@Diageo.com