Customer Experience Analyst - Danish speaking

Drive CASH, On Time In Full and TAG results by managing excellent business partnering with 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, cash collection, flag and eliminate reoccurring issues (service, cash, dispute, data or technical related)

• Proactive out of stock management, involve Customer to the decision by offering alternatives

• Proactive cash collection

• Manage credit risk (monitor payment behavior 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 (reason code and text up-to-date information on overdue invoices, rejected and unidentified deductions)

• Give input to cash forecasting

• Review bad debt situation with In-market Commercial Finance, drive decision on provision and write off

• 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

• Actively promote the CARM (Sarbanes Oxley) / Control agenda

• Reporting to support Customer communication and root cause analysis

• Fluent Danish and English language skills

• Dutch is an advantage

• Excellent and proven customer service attitude

• Excellent interpersonal and communication skills

• College or university Degree

• Financial knowledge

• STC process knowledge and working experience

• Strong MS Office knowledge

• 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

• Corporate events
• Sports facilities

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

The Customer Experience Stream is part of the Sell to Cash (STC) process. It actualizes the “one face to the Customer”.

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

The role actualizes the “one face to the Customer” approach, drives Customer satisfaction through service excellence and owns cash collection.

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