Customer Service Analyst RTC

Customer Service Analyst

With more than 200 brands sold in nearly 180 countries, we are the world's leading premium beverage company. Bring your passion and use your curiosity while exploring, collaborating, and innovating to create brands that consumers love. Together with passionate people from around the world, you will try new ideas, learn, and grow, unlocking a brighter and more exciting future.

Join us to create a career worth celebrating.

Our Supply Chain and Manufacturing team solves problems, supplies, produces, and delivers our most beloved brands to delight customers around the world. More than half of Diageo's 30,000+ people work in the supply chain and manufacturing. It is a complex and sophisticated operation that is the product of logistics, technical, and manufacturing collaborations.

Our teams in 100 locations in more than 30 countries cover production facilities, supplier relationships, customer collaborations, and third-party agreements. We are committed to making our "Society 2030: Spirit of Progress" goals a reality, to protect the environment and support our farmers and suppliers. Whatever your skills and experience, we will help you thrive in our inclusive culture.

The Customer Service Analyst plays a fundamental role in all efficiency processes, directly impacting the perfect delivery and the correct management of queries and requests related to the entire order management process to streamline the marketing of our brands. The candidate profile requires exceptional communication skills, the ability to generate synergy between multifunctional teams with the aim of detecting efficiencies in processes that directly impact our main customer service indicators. (E.g. Multifunctional teams Sales, Marketing, Finance, Warehouse, Transportation).

Knowledge of handling collaboration with customers is an indispensable factor for managing incidents such as overdue orders, loading errors, late arrivals to appointment.

Responsibilities of the role:

• The Customer Service Analyst plays a fundamental role in all efficiency processes, directly impacting the perfect delivery and the correct management of queries and requests related to the entire order management process to streamline the marketing of our brands. The candidate profile requires exceptional communication skills, the ability to generate synergy between multifunctional teams with the aim of detecting efficiencies in processes that directly impact our main customer service indicators. (E.g. Multifunctional teams Sales, Marketing, Finance, Warehouse, Transportation).
• Knowledge of handling collaboration with customers is an indispensable factor for managing incidents such as overdue orders, loading errors, late arrivals to appointment.
• Prioritization in inventory management, when there is finite inventory.
• Manage late arrivals to delivery appointments.
• Management and clarification in rejection incidents.
• Notification of operational risks and coordination with the multifunctional team. (Warehouse, Transportation, Control Tower, and Sales).
• Communication of operational risks and successes. The role can make recommendations on process optimizations such as:
• Responsible for the end-to-end process, from order entry to invoicing, rejections, and returns.
• Constant search for efficiency in our supply chain.
• Assistance to meetings as required to provide service level information of our main indicators CFR – R&R – OCT
• Ensure on-time and complete delivery of orders to the customer (OTIF).
• Responsible for providing a high level of customer service and ensuring on-time and complete shipments, ensuring that all customer service-related queries are followed up and resolved accurately and efficiently.
• Ensure purchase orders are generated with a minimum objective of 98.5% avoiding stockouts and rejections in the delivery process.
• Achieve constant search for continuous improvement concepts in order tracking and invoicing information through on-time delivery.
• Be a key figure for the order tracking process, including improvements to Master Customer Data, Master Material Data, Master Price Data, Order Entry, or any project with an impact on these activities before the delivery process, which must be aligned to deliver at least 98.5%
• Provide accurate information in conversations with the customer and commercial team, through correct statuses in operational, administrative, and delivery aspects.
• Be a strategic figure for WHS & Distribution and 3PL, providing relevant inputs on distribution capacity, on-hand volume, visibility of volume for subsequent transmissions, warnings of stock shortages, prioritization of products with respect to market needs.
• Must have the ability to communicate and find improvements to generate greater commitment among its main business partners.
• Negotiate appointment confirmations according to operational needs/security schemes.
• Analysis and process improvement.
• Effective communication.
• Provide input to the process that generates the appropriate suggestions to feed and ensure the correct execution of the end-to-end process in the delivery of orders.
• Ability to establish excellent relationships with customers.

Experience/skills required:

• Industrial Engineering, Transportation or Administration Degree.
• Knowledge of the English language.
• Knowledge in Data Analysis, management processes, and customer service (Retail e.g. Walmart, Sams, Duero, Alliance.) and controls.
• Advanced knowledge of Microsoft Excel, VBA Macros, Access, and Power BI.
• Management of service indicators.
• 2 to 4 years of experience in Customer Service positions with a service focus.
• Effective communication under clear methods of expectation alignment and problem resolution.
• Knowledge and handling of main retail customer portals.
• Management of end-to-end processes in order entry and incident management.
• Database management (comprovable) practical analysis of information.
• Excellent oral and written communication skills and ability to direct conversations through input and output of each one of them.

Flexible Work Statement:

Flexibility is the key to our success. From part-time and compressed hours to different locations, our people work flexibly in a way that suits them. Tell us about what flexibility means to you so that we can support you from day one.

Rewards and Benefits Statement:

We recognize and value performance, offering our people a highly competitive rewards and benefits package that includes:

Diversity Statement:

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and can belong, is a crucial part of this.

We embrace diversity in the broadest sense possible. This means that you will be welcomed and celebrated for simply being you. You will be part of an inclusive culture and help build and defend an inclusive culture that celebrates people of different genders, ethnicities, abilities, ages, sexual orientations, social classes, educational backgrounds, experiences, mindsets, and more.

Our ambition is to create the best-performing, most trusted, and respected consumer product companies in the world. Join us and help transform our business as we take our brands to the next level and create new ones as part of the next generation of celebrations for consumers around the world.

Are you inspired? Then this could be the opportunity for you.

If you need a reasonable adjustment, make sure to capture this information when you submit your application.

Primary Location: Mexico City

Additional Locations:

Job Posting Start Date: 2025-09-02