Customer Collaboration Chile

Job Description :

About us

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 create a career worth celebrating.

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:

Customer Collaboration Coordinator

1. Purpose of the Role

The Customer Collaboration Coordinator supports the execution of the market's customer collaboration agenda, acting as a key link between customers, Commercial and Supply Chain teams to help deliver service commitments and improve customer experience.

The role ensures the daily pulse of customer service execution is maintained through ongoing monitoring of customer performance, proactive issue identification and follow-up of Joint Business Planning (JBP) commitments. The position helps ensure customer requirements are translated into actionable supply chain plans while supporting the delivery of OTIF targets and customer service improvement initiatives.

Customers are a key interested party for this role.

2. Market Context

The role operates within Latin America across markets with different route-to-market models and customer complexities.

Working closely with Customer Service, Commercial, Logistics and Planning teams, the Coordinator supports day-to-day customer collaboration activities by monitoring service performance, identifying execution risks and facilitating action plans to support service delivery. The role provides access to customer needs and operational issues, helping ensure the market's service promise is maintained in practice.

3. Decision Making

Customer performance monitoring
Recommends follow-up actions based on customer service trends and service risks.

Advances significant risks impacting OTIF or customer commitments.

JBP execution support

Coordinates tracking of Supply Chain-related JBP commitments and identifies execution gaps.

Supports decision-making; does not define customer commitments.

Service issue management

Identifies recurring customer issues and recommends corrective actions.

Advances systemic issues to Customer Service leadership.

Customer collaboration reporting

Provides performance insights and recommendations for improvement opportunities.

Strategic decisions remain with Customer Service leadership.

4. Functional Responsibilities

• Supports execution of customer collaboration activities and customer-facing service initiatives.
• Monitors customer service performance, including OTIF, service failures and order fulfillment trends.
• Maintains visibility of the daily pulse of service execution, highlighting issues requiring immediate attention.
• Coordinates Supply Chain participation in Joint Business Planning (JBP) processes with Commercial teams.
• Tracks customer-related commitments, action plans and agreed service improvement initiatives.
• Supports the execution of actions arising from Advantage Survey results related to Supply Chain and customer service.
• Facilitates communication between customers, Commercial, Logistics and Customer Service teams.
• Identifies customer service risks and advances issues that could impact customer satisfaction or OTIF performance.
• Supports root cause analysis for service failures and monitors corrective actions.
• Maintains customer performance dashboards, scorecards and service review materials.

5. Key Outputs / Deliverables

• Customer collaboration performance dashboards and critical metric tracking.
• OTIF monitoring reports and service issue trackers.
• JBP action plans and progress tracking.
• Advantage Survey action tracking and status updates.
• Customer service improvement action logs.
• Customer review meeting materials and follow-up documentation.

6. Experience and Required Qualifications:

• 2–4 years of experience in Customer Service, Customer Collaboration, Supply Chain or Commercial Supply Chain functions.
• Experience working directly with customers or customer-facing processes.
• Understanding of OTIF, service-level management and customer performance critical metrics.
• Experience supporting Joint Business Planning (JBP) or customer review processes is desirable.
• Strong interested party management and communication skills.
• Strong analytical and problem-solving capabilities.
• Advanced Excel skills; Power BI preferred.
• FMCG or beverages experience preferred.

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 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 and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more.

Our ambition is to create the best performing, most trusted and respected consumer products companies in the world. Join us and help transform our business as we take our brands to new heights and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired? Then this may be the opportunity for you.

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. 

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