US Spirits Customer Operations Analyst

About the role

With over 200 brands sold in nearly 180 countries, we're the world's leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you'll test new ideas, learn and grow, and unlock a brighter, more exciting future. Join us to build a career worth celebrating. Which company will you join? From Arthur Guinness to Johnnie Walker, our business was founded on people of outstanding character, and in 250 years, nothing has changed. We're the world's leading premium alcohol company! Our brands are industry icons including Johnnie Walker, Crown Royal, Bulleit and Buchanan's whiskies, Smirnoff, Cîroc and Ketel One vodkas, Captain Morgan, Baileys, Don Julio, Tanqueray and Guinness. Our success is thanks to the strength of our people, in every role. It's why we trust them with our legacy and why we reward them with the career-defining opportunities that they deserve. Our ambition is to build the best performing, most trusted and respected Consumer Products Company in the world. To achieve these, we need the very best people! At Diageo, our purpose is to celebrate life everywhere, every day. To do that, you will join an organization that is passionate about customers and consumers, and proud of what they do. Diageo teams constantly set high goals and then try hard to exceed them. We are also an incredibly diverse organization, and we value each and every one's talent and personality. 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 Key Outputs: 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 Experience / skills required: 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 Flexible Working Statement: 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. Rewards & Benefits Statement: We recognise and value performance, offering our people a highly competitive Rewards and Benefits package. Diversity statement: Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you'll be welcomed and celebrated for who you are just by being you. You'll be part of and help build