Senior Analyst – Order Management & Customer Service

Job Description :

Global Diageo Business Services (GDBS) is a global, multi-functional shared services organisation supporting Diageo markets across key end-to-end processes, including Order to Cash, Source to Pay and Record to Report.

Within Order to Cash (OTC), Order Management and Customer Service play a critical role in ensuring customer demand is accurately captured, orders are efficiently processed and released, supply and delivery risks are proactively managed, and customers receive timely and accurate communication.

The Senior Analyst – Order Management & Customer Service is responsible for supporting the end-to-end customer order journey, from order receipt and validation through fulfilment, delivery and query resolution.

The role operates in a complex, fast-paced and matrix environment and requires close collaboration with Customers, Sales, Customer Collaboration, Supply Planning, Logistics, Warehousing/3PL, Finance and other GDBS teams.

The role is expected to move beyond transactional processing by proactively identifying risks, resolving exceptions, improving customer experience and contributing to simplification, standardisation and automation of Order Management and Customer Service processes.

The Senior Analyst – Order Management & Customer Service is responsible for delivering reliable and efficient end-to-end order fulfilment while providing a high standard of service to customers and internal stakeholders.

The role will:

• Own and manage customer orders and service requirements from order receipt through delivery.
• Proactively identify and resolve order, stock, delivery and system exceptions before they impact the customer.
• Ensure orders are processed accurately, released on time and managed in line with customer-specific requirements and agreed service levels.
• Provide proactive and timely customer communication on shortages, delays, order changes and delivery risks.
• Support achievement of OTIF and other Order Management and Customer Service KPIs.
• Analyse recurring issues and drive root-cause resolution rather than repeatedly managing the same exceptions.
• Increase touchless processing and reduce unnecessary manual intervention.
• Identify opportunities to simplify, standardise and automate processes.
• Maintain strong process controls and ensure compliance with relevant policies and procedures.
• Support cross-skilling across Order Management and Customer Service to build a flexible and resilient operating model.

The Senior Analyst is expected to demonstrate strong ownership and independent decision-making within defined processes and escalate material customer or business risks appropriately.

1. End-to-End Order Management

• Manage customer orders received through EDI, manual and other approved channels.
• Validate order accuracy, customer master data, SKU, quantity, delivery dates and other relevant order requirements.
• Monitor EDI/IDoc failures and resolve order interface exceptions promptly.
• Perform order validation, ATP/stock availability checks and delivery block management.
• Ensure orders are released within agreed timelines and customer cut-offs.
• Manage order amendments, cancellations, substitutions and other order exceptions in accordance with agreed controls.
• Monitor open orders and proactively identify risks that could impact fulfilment.
• Minimise manual order processing through adherence to standard processes and increased adoption of touchless solutions.

2. Customer Service & Query Management

• Act as a key point of contact for customer service requirements and order-related queries.
• Provide accurate and timely updates on order status, shortages, delivery risks, substitutions and expected availability.
• Own customer queries through to resolution rather than transferring issues unnecessarily between teams.
• Ensure queries are managed within agreed SLA and turnaround times.
• Reduce repeat customer contacts through clear communication and first-time-right resolution.
• Build strong working relationships with customers and internal stakeholders.
• Identify recurring customer pain points and recommend sustainable improvements.

3. Order Fulfilment & OTIF

• Proactively monitor orders at risk of failing customer delivery expectations.
• Identify stock shortages, allocation issues, delivery blocks and other fulfilment risks at the earliest opportunity.
• Collaborate with Supply Planning, Customer Collaboration, Logistics, Warehouse/3PL and Sales teams to resolve fulfilment risks.
• Support pull-forward, substitution, partial fulfilment and other agreed recovery actions where appropriate.
• Ensure customer-impacting risks are escalated early enough to enable corrective action.
• Support root-cause analysis for OTIF failures, refusals, returns and other service issues.
• Contribute to actions that improve On Time In Full performance and overall customer experience.

4. Exception & Risk Management

• Proactively manage OOS, shortages, EDI failures, blocked orders, delivery failures and other operational exceptions.
• Assess customer and business impact and prioritise exceptions accordingly.
• Escalate material risks through the appropriate operational governance channels.
• Complete root-cause analysis for recurring or significant failures.
• Ensure corrective and preventive actions are identified, tracked and closed.
• Use operational data and trends to identify potential service risks before they become customer issues.

5. Process Excellence, Simplification & Automation

• Challenge unnecessary manual activities and identify opportunities to Use, Stop, Simplify or Automate.
• Support initiatives that increase touchless order processing.
• Identify opportunities to reduce manual order entry, repetitive queries and avoidable process touches.
• Participate in continuous improvement, standardisation and automation initiatives.
• Support testing and implementation of system/process improvements.
• Share best practices and support adoption of standard ways of working across the team.
• Use available digital tools, dashboards and automation solutions to improve productivity and customer service.

6. Controls & Compliance

• Ensure all activities are performed in accordance with Diageo policies, internal controls and agreed process documentation.
• Maintain appropriate evidence and audit trail for transactions and decisions.
• Follow approval requirements for order amendments, cancellations, credits and other controlled activities.
• Proactively identify potential control gaps and escalate them appropriately.
• Maintain high standards of data accuracy and process discipline.

7. Collaboration & Capability Building

• Work effectively across Order Management and Customer Service activities based on business priorities.
• Collaborate with Sales, Customer Collaboration, Supply Planning, Logistics, Warehousing/3PL and other GDBS teams.
• Support cross-skilling and knowledge sharing within the team.
• Act as a process SME for assigned customers/process areas where required.
• Support new team members through knowledge transfer and coaching.
• Contribute positively to daily operational reviews and performance discussions.
• Demonstrate ownership beyond individual transactions and contribute to overall team performance.

About us

With over 200 brands sold in nearly 180 countries, Diageo is home to some of the world’s most iconic drinks. From Johnnie Walker and Guinness to Tanqueray, Smirnoff and Don Julio, we craft brands chosen for life’s moments — from everyday connections to landmark celebrations.

Bring your talent, curiosity and ambition, and strive for your personal best alongside people who challenge, support and learn from each other. Together, as one outstanding team, we keep learning, improving and raising the bar for our brands, our business and each other.

Join us and play your part in making life’s moments mean a little more.

About the Function:    

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Working with us
Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one. 

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

Our purpose is crafting iconic drinks chosen for life’s moments. And it’s our people, with their different experiences, perspectives and talents, who make that possible.

We value diversity in its broadest sense and want everyone to feel they can belong, contribute and strive for their personal best. You’ll work alongside people with different backgrounds, experiences and perspectives — challenging, supporting and learning from one another as one outstanding team.

Together, we’re constantly learning and improving, combining the strength of our people, capabilities and iconic brands to raise the bar, grow and win. Wherever you join us, you’ll have the opportunity to contribute, make an impact and play your part in making life’s moments mean a little more.

Ready to bring your best? This could be your opportunity. 

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.

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