# Customer Service Analyst **Company**: Diageo **Location**: Mexico City **Experience**: mid **Job type**: full-time **Category**: Customer Service **Industry**: Manufacturing **Apply**: https://diageo.wd3.myworkdayjobs.com/en-US/Diageo_Careers/job/Mexico-City-Mexico/Customer-Service-Analyst_JR1131658?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/job/customer-service-analyst-de6c5eb2-107/ ## Description ## About the Role As a **Customer Service Analyst**, you will play a key role in connecting our customers with DIAGEO’s Supply Chain. You will manage the customer order journey end to end, helping ensure that every order is processed, delivered and resolved with speed, accuracy and a strong customer-first mindset. This role is at the heart of our relationship with customers across **Modern Trade, Wholesalers and New Business**, working closely with Sales, Warehouse, Transportation, Control Tower, Finance and other cross-functional teams. You will have the opportunity to combine **customer collaboration, operational execution, data analytics and continuous improvement** to directly influence our service performance and the experience we provide to our customers. ## What You Will Do ### Own the Customer Order Journey - Manage the order process end to end, from **order entry through invoicing, delivery, rejections and returns**. - Monitor customer orders and proactively identify risks that could affect service or delivery. - Coordinate the resolution of operational incidents such as expired orders, loading errors, delivery appointment issues, late arrivals and customer rejections. - Ensure accurate and timely information is provided to customers and Commercial teams throughout the order lifecycle. - Support inventory prioritization decisions when product availability is constrained. ### Deliver Outstanding Customer Service - Act as a key point of contact for DIAGEO Mexico customers. - Build strong and collaborative relationships with customers and internal business partners. - Understand customer ordering, receiving, warehousing and distribution processes to anticipate issues and identify opportunities. - Negotiate and coordinate delivery appointments according to operational requirements and security considerations. - Drive timely resolution of customer inquiries and operational issues while protecting service levels. ### Drive Service Performance - Support the delivery of key Customer Service KPIs including **OTIF, On Time, In Full, SAMBC and Rejections & Returns**. - Help drive a minimum **98.5% In Full performance**, minimizing out-of-stocks, delivery failures and customer rejections. - Analyze service performance on a weekly and monthly basis and translate data into actionable insights. - Participate in customer and internal performance reviews, providing clear visibility of risks, opportunities and required actions. ### Improve the Way We Work - Identify opportunities to simplify and improve order management and customer service processes. - Recommend improvements to order transmission frequency, delivery schedules, pallet configuration and Supply Chain resource utilization. - Support initiatives related to Customer Master Data, Material Master Data, Pricing Master Data and Order Entry. - Partner with Warehouse, Transportation, Control Tower and Sales teams to improve execution and eliminate recurring operational issues. - Use data and process analysis to identify root causes and support continuous improvement initiatives. ## What You Will Bring ### Qualifications - Bachelor's degree in **Industrial Engineering, Transportation, Business Administration or a related field**. - English language proficiency. - Strong analytical and problem-solving skills. - Knowledge of Customer Service and Supply Chain processes. - Experience working with service and operational KPIs. - Advanced knowledge of **Microsoft Excel**. - Experience with analytical tools such as **Power BI, VBA Macros and/or Microsoft Access** is highly valued. - Ability to analyze databases and transform information into clear actions and insights. ### Experience - **2–4 years of experience** in Customer Service or related positions with a strong service orientation. - Experience managing customer orders and operational incidents end to end. - Experience interacting with Retail or Wholesale customers. - Familiarity with customer order portals and operational systems. - Experience working with customer expectations, issue resolution and service performance. - Strong written and verbal communication skills. - Ability to manage priorities, coordinate multiple stakeholders and drive conversations toward clear actions and outcomes. ## What Success Looks Like Success in this role means becoming a trusted partner for both our customers and our internal teams. You will make an impact by: - Delivering accurate and timely responses to customer requirements. - Protecting service performance and supporting reliable, on-time and in-full deliveries. - Anticipating risks before they become service failures. - Providing high-quality operational information and actionable insights. - Building strong relationships across customers, Commercial and Supply Chain teams. - Identifying opportunities to simplify processes and improve efficiency. - Contributing to a culture of continuous improvement and customer excellence. ## Why This Role Matters Customer Service is much more than processing orders. In this position, you will be part of the team that connects customer needs with DIAGEO’s Supply Chain execution. Your decisions, analysis and collaboration will directly influence product availability, operational efficiency and customer satisfaction. It is an opportunity to develop a broad understanding of the end-to-end Supply Chain while building capabilities in **Customer Collaboration, Order Management, Data Analytics and Continuous Improvement**. The experience gained in this role can also open future development opportunities across areas such as **CPFR, Supply Chain Operations, Warehouse, Transportation and Sales**. If you enjoy solving problems, working with customers, using data to make better decisions and collaborating across teams to deliver great results, this could be the right opportunity for you. For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - Microsoft Excel - Power BI - VBA Macros - Microsoft Access - Industrial Engineering - Transportation - Business Administration --- Source: [Apply at diageo.wd3.myworkdayjobs.com](https://diageo.wd3.myworkdayjobs.com/en-US/Diageo_Careers/job/Mexico-City-Mexico/Customer-Service-Analyst_JR1131658?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)