US Spirits Customer Operations Analyst

Diageo•Stamford, CT

7d•Onsite

About The Position

This role serves as the primary customer-facing point of contact for distributors on all supply-related matters, delivering best-in-class service and support. The analyst will own end-to-end customer order management to ensure consistent, on-time order fulfillment across NAM markets. They will act as the key supply interface for Commercial/Sales teams to support service delivery and a seamless customer experience for distributors. The role involves partnering cross-functionally with Sales, Supply Planning, Demand Planning, Logistics, and Finance to balance priorities and drive execution, ensuring reliable product flow from Diageo warehouses to distributors. The analyst will proactively identify, communicate, and resolve supply or delivery risks that may impact customer service or satisfaction, and build/maintain strong relationships with Distributor partners and internal stakeholders. They will lead regular cross-functional and external meetings, support new product launches and discontinuations, and drive continuous improvement through critical thinking and process optimization.

Requirements

2+ years of experience in customer service, supply chain planning or logistics roles within the beverage alcohol industry or a fast-paced CPG company.
Four year Bachelor's Degree or equivalent, preferably in supply chain, business management, or related fields.
Experience in order management systems (preferably SAP).
Solid capabilities in MS Office Applications – particularly Excel.
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.
Analytical capabilities and problem-solving skills.

Responsibilities

Serve as the primary customer-facing point of contact for distributors on all supply-related matters, delivering best-in-class service and support.
Own end-to-end customer order management to ensure consistent, on-time order fulfillment across NAM markets.
Act as the key supply interface for Commercial/Sales teams to support service delivery and a seamless customer experience for distributors.
Partner cross-functionally with Sales, Supply Planning, Demand Planning, Logistics, and Finance to balance priorities and drive execution.
Ensure reliable product flow from Diageo warehouses to distributors.
Proactively identify, communicate, and resolve supply or delivery risks that may impact customer service or customer satisfaction.
Build and maintain strong relationships with Distributor partners and internal stakeholders, including State, Commercial, and Finance teams.
Lead regular cross-functional and external meetings to align on priorities, manage expectations, and drive efficiencies.
Support new product launches and product discontinuations to ensure smooth execution and minimal disruption to customers.
Drive continuous improvement through critical thinking, process optimization, and sharing best in class practices across teams.
Monitor and manage the end-to-end flow of product from Diageo global manufacturing sites and third-party suppliers, ensuring achievement of on-time and in-full (OTIF) service targets.
Ensure distributors adhere to order guidelines and proactively recommend order management & process improvements to customers (i.e. route-to-market, order lead time, order quantity, improve truckload capacity).
Proactively manage exceptions outside of the order process, including but not limited to Distributor issues, quality issues, and product transfers.
Represent Customer Logistics in cross functional meetings to shape and influence key critical business processes, such as innovation, system enhancements, and logistics network changes.