Customer Service Analyst

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 the role:

Location: Mexico City
Level: 6A
Function: Supply Chain / Customer Collaboration
Reports to: Customer Fulfillment Lead

About the Role

Are you passionate about delivering an exceptional customer experience while solving complex operational challenges?

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

We are looking for someone who combines a customer-first mindset, strong analytical capabilities and the confidence to coordinate multiple stakeholders in a fast-paced environment.

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.

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.

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.