Process Analyst, Commercial Experience Service Delivery OM The Order Management Executive is the first point of contact for customers, including EDI customers, IMC's, 3rd party service providers (warehouse) and Business Enterprise Operations Teams, acting as the link between the Customer Service Department and Supply Team. Responsible for delivering high-level customer service and ensuring on-time, in-full shipments, guaranteeing that all customer service-related queries are followed up and resolved accurately, efficiently, and according to the relevant SLA and Diageo strategy. The Order Management Executive is responsible for ensuring a connection between Business Enterprise Operations (OTC) and IMC (Supply and Commercial Teams), reinforcing strategy accomplishment and commercial drivers in the OTC Team. Single point of contact for customers and supply. Order management for customers including scheduling times and operational planning. Proactive order management execution from creation to delivery to the customer, providing transparency and relevant action on orders vs. forecast. Handling all incoming customer queries and requests, following up on issues related to incoming orders in case of non-stock availability or price differences, and resolving EDI-related problems. Support and follow up on credit and collection-related issues, ensuring the minimum impact of credit blocks. Continuously improving service levels in collaboration with internal teams and other parts of the business to strive for excellence in a highly competitive environment. Responsible for accurate communication between Diageo and customers. Improving customer satisfaction levels and order entry accuracy. Build credible relationships (strong networking, influencing, and communication skills required) while actively promoting the CARM Control agenda. Keep process documentation actualized and accurate. #J-18808-Ljbffr