Customer Operations Associate

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

Supply Chain & Manufacturing is where our brands are made, moved and delivered to the world.

With over half of our people working across more than 100 sites, this is a complex, large-scale operation that brings together production, logistics, engineering and supplier partnerships.

It’s fast-paced and hands-on, with teams working together to ensure quality, efficiency and sustainability at every stage. From sourcing ingredients to getting products into customers’ hands, you’ll play a role in delivering the brands people know and love.

About this role 

The Customer Operations Analyst is responsible for minimizing Customers out-of-stocks enabled by proactive order management and strong customer facing, Commercial team, and Supply engagement.  Exceptional communication skills are required as this position deals directly with the Customers, Commercial Sales and Finance teams along with various internal teams (Supply Planning, Logistics, Brand and Innovation). 

Role Description

• Strong ability to prioritize and manage high volume of requests based on business requests and timing
• Subject matter authority within their Customer Service team for day-to-day activities, including Order Management, ATP functionality and reporting tools
• Ensure consistent delivery of product from the Diageo warehouses to the customers
• Establish and continuously improve business relationships with customers buyer, Commercial and Finance team contacts; Manage appropriate communications and expectations
• Proactively address and communicate issues that might impact order entry
• Actively manage and support new product startups and product discontinuations
• Onboard new team members to ensure they are adequately trained on business process, systems and leading key stakeholders
• Provide support to Customer service Manager

Decision Making/Top Accountabilities

• Monitor and ensure on-time flow of product from Diageo global plants and 3rd party suppliers
• Ensure Customers enforce to order guidelines and proactively recommend order management & process improvements to customers (i.e. route-to-market, order lead time, order quantity)
• Proactively manage exceptions outside of the order process, including but not limited to customer issues, quality issues, product transfers, returns
• Represent Customer service in cross-functional meetings to shape and influence key critical business processes, such as innovation, system enhancements, and logistics network changes
• Work with plants to expedite delivery of orders where needed
• Provide customers and Commercial teams with information regarding order status and logistics issues
• Balancing the demands of Sales and Supply Chain goals while maintaining excellent service
• Attend Regional calls and provide Supply updates

Financial Responsibility

• Ensure that data is accurate as it impacts the total Canadian Markets estimated ~50M cases shipped annually
• Maintain, monitor, and influence the results of relevant key performance indicators across service, cost, cash and quality
• Understand and take appropriate action to manage cost impact of order violations, order expedites, and other actions taken to deliver service against operational constraints and budgets
• Drive the ongoing development and refinement of Customer service processes and metrics to drive continuous improvements and efficiencies in service, cost, cash and quality

Experience/skills required: 

• 2+ years of experience in customer service, supply chain planning or logistics roles within the Beverage alcohol industry or a fast-paced CPG company
• Degree or equivalent experience in supply chain, business management, or related fields
• Experience in order management systems (preferably SAP) and MS Office Applications
• Strong written and verbal communication skills
• Ability to work independently and collaborate with internal and external customers across various levels of the organization
• Demonstrated ability to build strong customer relationships and manage customer expectations
• Validated analytical capabilities and problem-solving skills
• Bilingual (English/French) is an asset

Working with Us 

Compensation Range: $51.000,00 CAD - $85.000,00 CAD

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.