CE Customer Service Team Leader - France

Description

Job Title : CE Customer Service Team Leader - France

Location : Budapest

Contract terms : Permanent

About us

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.

About the Function : About the Function :

Our Sales team love building relationships, connecting with customers to sell our much-loved brands in new and vibrant markets where they can thrive. They help sell our iconic brands across 180 countries every year.

Our Global Business Operations (GBO) team are facilitators, providing strategic, financial, and business services that are essential 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.

OTC deals with some 25.000 customers resulting in some 400.000 orders and collection of around 9 billion GBP an annual base.

Cash Cycle is also interacting with some 55.000 vendors treating some 550.000 invoices per year.

About the role

The creation of the Diageo France IMC represents a significant expansion of Diageo’s commercial footprint in France, encompassing both the Off Trade (retailers, distributors, cash & carry, cavistes) and On Trade (hotels, restaurants, bars) channels.

As Diageo France IMC grows, there will be an increase in customer accounts, promotions, and market initiatives, leading to a higher volume of administrative and operational tasks.

The role drives Customer satisfaction through service excellence.

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.

Schedule and lead regular communications with 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

Help prepare customer meetings (prepare presentations and dashboards, extract volumes and turnover) in conjunction with the various internal departments, particularly trade marketing (visuals, kits, brand presentations)

Communicating product information to customers / centrals with the help of BE department (logistics sheets, product information, price lists, visuals, proforma and quotations)

Supervise schedules and invoices for promotional operations.

Helping to supervise disputes relating to commercial collaboration, logistical penalties and technical penalties (data dematerialisation), in coordination with central purchasing managers and internal departments : customer services, logistics, legal, etc.

Enter free bottle allocations for customers and prospects, coordinate with warehouses for free bottle deliveries & follow up on free bottles

Participate in the smooth running of the department.

Support the Head of On / Off trade on the daily admin task and customer visit.

Enter promo kits for dispatch to depots or central offices

Hiring, training and constantly developing the right people within his / her team to build and excellent, high performing team with a robust succession plan

Leading a team of up to 10 people

Coaching newcomers and ensure knowledge management and retention

Proactively advising management and the market where early warning signs of potential issues are seen

Understanding customers’ needs

Partnering with other parts of the business

Maintaining all customer-, process documentation

Sharing best practise between CC teams globally to ensure continuous quality and to create possibilities for improvement

Contributing to standardisation initiatives

Playing an active part in Diageo’s control’s agenda

Timely handling all incoming customer queries and requests

Continuously improving service levels in cooperation with the internal teams and other parts of the business to strive for excellence in a highly driven environment

Ensuring that Diageo is considered the best Customer Service provider of our partners

Reporting (daily, weekly and monthly reports)

Continuously improve the processes

Manage issue resolution for respective sales organisation(s)

Continuously support system and process improvement initiatives

Support other OTC functions and processing activities (billing, clearing, customer spend processing, credit control and collections)

Monitor deductions being taken by customers

Ensure monthly payment confirmations are available

Understand customers’ needs and ensure that the team meets these

Partner with other parts of the business to drive the “Cash every day” agenda

Any other tasks requested by line manager

What you will bring

Fluency in French and English

Proven people management skills

Prior experience in sales support function

System skills (SAP knowledge)

Consistent track record of successful customer management

Knowledge of the world of Off trade retailer, wholesalers, supply chain, B2B, wine merchants

Mastery of tools (Excel, Powerpoint, SAP, customer CRM, etc.)

Organisational and planning skills

Reactivity, anticipation

Sense of initiative, ability to make proposals

Ability to analyse and summarise

Good communication skills and customer service

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’tlet 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.

Weknow 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.

Worker Type : Regular

Primary Location : Budapest

Additional Locations :

Job Posting Start Date :

2025-04-28