Job title: Senior Customer Service Executive - French speaking

Location: Budapest

Contract terms: Permanent

About us

Diageo is a global leader company in beverage alcohol with an outstanding collection of over 200 brands enjoyed in more than 180 countries.  We are home to over 30,000 talented people all working together to make Diageo one of the best and most respected consumer product companies. Walk into any Diageo distillery, brewery, or office anywhere in the world and you’ll meet teams of people who are very good at what they do and who enjoy doing it.

About the Function

Global Business Operations keeps our business moving, connecting markets, streamlining processes and keeping everything running smoothly at scale. 

With teams across Bangalore, Budapest, Bogotá, Gurugram, and Manila, GBO delivers the essential services that support our day-to-day performance, from finance to operations and beyond. It’s a truly global environment, where collaboration across time zones and cultures is part of everyday life. 

You’ll gain exposure to different markets, build skills for the future and develop a broad understanding of how a business operates at scale. It’s a great place to learn, grow and see the bigger picture.

The Commercial Experience Tower is all about the processes that allow us to transact with our customers and distributors. We are the second biggest tower in GBO, operating in centers located in Budapest, Bangalore, Bogotá, and Manila as well as satellite locations such as Belfast, Madrid, Athens and Turin.

We are passionate about making sure these processes are as standardized, smooth, and efficient as possible for our markets and our customers. We feel personally accountable for our debtor’s performance as a business and will make sure we provide our stakeholders with the right information, insight, and capability to drive our Debtors as a Percentage of NSV (and Operating Cash Conversion) hard.

​​​​​​​We provide insight, analysis, and provocation to our markets on our key areas of specialism such as debtors management & credit risk management.

We offer end-to-end services at a global scale in the following areas:​​​​​​​

• Pricing set up to make sure we’re ready to trade
• Managing credit limit and payment term approval processes
• Order capture from customers and between group companies
• Driving order and invoice issue resolution with 3PLs, Sales and Supply
• Collecting cash from customers and group companies
• Managing, validating, and paying promotional invoices

Purpose of the role

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.

Act as team leader’s first support and backup from the team, be responsible for superuser tasks within the team.

Co-ordinate, train, motivate the team and be a role model for them as well as act as an escalation point within the organization.

Key Responsibilities

• Train, coach, motivate and develop skills of others within the team
• Train newcomers
• Support the Leader (taking part in project, reporting and analysis)
• Support the Leader within performance management, give input to setting individual monthly OTIF targets and KPIs
• Backup person in the absence of Leader
• Update desktop procedure descriptions upon process changes
• Ensure operational stability within the team

• Liaising with other teams, coordinating issue resolution and ensuring effective WoW

• Co-ordinating, training, motivating the team and being a role model
• Proactive out of stock management, involve Customer to the decision by offering alternatives
• Manage Customer initiated order amendments in SAP
• Take ownership of incoming queries from Customers
• Update customer contact details in Customer portfolio
• Manage strong relationship with Customers, In-Market Sales, Supply Chain, Commercial Finance, 3PL and Process Excellence Teams
• Actively promote the CARM Control agenda
• Reporting to support Customer communication and root cause analysis

What you will bring

Essential

• Excellent and proven customer service attitude
• Excellent interpersonal and communication skills
• Fluent French and English skills
• STC process knowledge and working experience
• Strong MS Office knowledge

Desirable

• College or university Degree
• Good knowledge of internal and external business partners
• Excellent product knowledge

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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 mone