Customer Service Executives - German Speaking (PE-11970)
• Willingness and ability to build great relationships with Customers
• Excellent customer service and customer care mind-set
• Excellent interpersonal and communication skills, assertiveness
• Ability to act as a single point of contact of own Customers by taking full ownership of order fulfilment, scheduling and cash collection.
• Ability to leverage own role as a single point of contact to influence Customers and drive Diageo cash results as well as Customer satisfaction.
• Willingness to gather excellent knowledge of Customers
• Ability to effectively prioritise own tasks building on knowledge of Customer’ business
• Ability to deliver on promises
• Proactive, solution-focused mind-set and positive “can do” attitude
• Ownership, entrepreneurial attitude – drives issue resolution, escalates where necessary
• Self-confidence and ability to work independently without strong line manager support
• Looking for and responding to feedback
• Active team player
Accountabilities:
• • Proactive out of stock management, involve Customer to the decision by offering alternatives
• Proactive cash collection
• Manage credit risk (monitor payment behaviour of customers and propose credit limit changes, make suggestions on order release)
• Manage phone orders and Customer initiated order amendments in SAP
• Manage customer ledger (reasoncode and text up-to-date information on overdue invoices, rejected and unidentified deductions)
• 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 STC Process Execution Teams
Qualifications and Experience Required:
Essential
• Excellent and proven customer service attitude
• Excellent interpersonal and communication skills
• Fluent German
• Solid English language skills – company language
Desirable
• College or university Degree
• Financial knowledge
• STC process knowledge and working experience
• Good knowledge of internal and external business partners
• Excellent product knowledge
• Strong MS Office knowledge
