Senior Customer Service Executive

Senior Customer Service Executive - France

Location: Budapest

Contract terms: Permanent

Diageo is the world's leading premium drinks company with an outstanding collection of brands, such as Johnnie Walker, Smirnoff, Baileys, Captain Morgan, Tanqueray and Guinness. With over 200 brands in 180 countries and a global network of entrepreneurial individuals, our teams blend a diverse range of experience, knowledge and skills. We connect customers and consumers to our iconic products and create innovative experiences that bring people together to celebrate life.

The Commercial Experience Tower is all about the processes that allow us to transact with our customers and distributors. We are the second biggest tower in GBO, operating in centres located in Budapest, Bangalore, Bogotá, and Manila as well as satellite locations such as Belfast, Madrid, Athens and Milan.

Drive On Time In Full and TAG results by managing excellent business partnering with high profile and strategic Customers as well as with In-Market Supply Chain, Sales, Commercial Finance Teams and 3PL.

Act as team leader's first support and backup from the team, be responsible for superuser tasks within the team.

Co-ordinate, train, motivate the team and be a role model for them as well as act as an escalation point within the organization.

• Train, coach, motivate and develop skills of others within the team
• Train newcomers
• Support the Leader (taking part in project, reporting and analysis)
• Support the Leader within performance management, give input to setting individual monthly targets
• Backup person in the absence of Leader
• Update desktop procedure descriptions upon process changes
• Ensure operational stability within the team
• Liaising with other teams, coordinating issue resolution and ensuring effective WoW
• Co-ordinating, training, motivating the team and being a role model
• Schedule and lead regular communications with high profile and strategic Customers and Sales to drive customer satisfaction, flag and eliminate reoccurring issues (service, dispute, data or technical related)
• Proactive out of stock management, involve Customer to the decision by offering alternatives
• Manage phone orders and Customer initiated order amendments in SAP
• Take ownership of incoming queries from Customers
• Raise and respond to Internal Query Management ticket on time as appropriate
• Update customer contact details and knowledge book regularly
• Manage strong relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and Process Excellence Teams
• Actively promote the CARM (Sarbanes Oxley) / Control agenda
• Reporting to support Customer communication and root cause analysis

What you will bring

• Excellent and proven customer service attitude
• Excellent interpersonal and communication skills
• Fluent English and French language skills
• STC process knowledge and working experience
• Strong MS Office knowledge
• College or university Degree
• Good knowledge of internal and external business partners
• Excellent product knowledge

Benefits

• Unique Family Leave opportunity
• We work without border - you will work with people from all over the world
• You will deal with world class brand portfolio
• Wide variety of thematic events, afterwork activities organized by employee communities
• Product Allowance to purchase company products from the staff shop
• We won the Fittest Workplace Award, of course we have a Gym
• Urban legend is true, we do have a Rooftop Bar

Flexibility

This is key to success in our business and many of our staff work flexibly in many different ways, including part-time and compressed hours. Please talk to us about what flexibility means to you and don't let anything stop you from applying.

Diversity statement

Celebrating our inclusive and diverse culture is core to Diageo's purpose of "celebrating life every day everywhere". This purpose is, in itself, inclusive in nature, as it values everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity. We know that for our business to thrive and for Diageo to realize its ambition, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the 180 countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow and our values, purpose and standards set the conditions for us to respect the unique contribution each person brings.