Diageo Customer Service Advisor1 in Bogota, Colombia




Reporting Location:






Type of Job:


External Job Description:

Purpose of role:

The customer Service Advisor role ensures proper operation of processes from incoming orders to final deliveries with continuous order-to-ship and end-to-end issue resolution. Service Delivery entails close business partnering with the market logistics, sales and order management executive teams.

The role is responsible for delivering high-level customer service, ensuring on time order entering with the minimum possible of manual errors, strictly adhered to internal control procedures and guaranteeing all customer service related queries are followed up and resolved accurately, efficiently and according to the relevant SLA.

The customer service area supports the logistics team in achieving its objectives measured by the OTIF by having constant interaction with the sales team, logistics market as well as with customers to make corrections and alerts on orders to avoid losing sales.

Top 3-5 Accountabilities:

  • Managing incoming orders processes, including EDI ordering (Idoc. corrections, issue resolution for EDI related problems).

  • Reprocess of orders in case of non-stock availability or price differences.

  • Handling all incoming customer queries and requests.

  • First point of contact for Order Management Executive Teams.

  • Continuously improving service levels in cooperation with the internal teams and other parts of the business to strive for excellence in a highly competitive environment.

  • Maximising customer satisfaction level and order entry accuracy.

  • Continuously support system and process improvement initiatives.

  • Communication with OTC supporting functions and processing activities (billing).

  • Actively promote the CARM Control agenda.

Qualifications and responsibilities:


  • College or university degree.

  • Very strong customer service attitude.

  • Strong interpersonal and communication skills.

  • Strong MS Office knowledge.

  • Fluent English.


  • System skills (SAP knowledge).

  • Strong understanding of end to end supply operational process.

  • Having an overview of market and customer specifics.

External Job Title:

Customer Service Advisor1



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