About the Role

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. It helps ensure customer requirements are translated into actionable supply chain plans while supporting delivery of OTIF targets and customer service improvement initiatives.

Market Context: Operates within Latin America across markets with different route‑to‑market models and customer complexities. Works closely with Customer Service, Commercial, Logistics and Planning teams, supporting day‑to‑day customer collaboration activities by monitoring service performance, identifying execution risks and facilitating action plans.

Decision Making: Recommends follow‑up actions based on customer service trends and risks; advances significant risks impacting OTIF or commitments; supports JBP execution; identifies recurring issues and recommends corrective actions; advances systemic issues to leadership; provides performance insights; strategic decisions remain with leadership.

Functional Responsibilities

- Support execution of customer collaboration activities and customer‑facing service initiatives.
- Monitor customer service performance, including OTIF, service failures and order fulfillment trends.
- Maintain visibility of the daily pulse of service execution, highlighting issues requiring immediate attention.




- Coordinate Supply Chain participation in Joint Business Planning processes with Commercial teams.
- Track customer‑related commitments, action plans and agreed service improvement initiatives.
- Support execution of actions arising from Advantage Survey results related to Supply Chain and customer service.
- Facilitate communication between customers, Commercial, Logistics and Customer Service teams.
- Identify customer service risks and advance issues that could impact customer satisfaction or OTIF performance.
- Support root cause analysis for service failures and monitor corrective actions.
- Maintain customer performance dashboards, scorecards and service review materials.

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.

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 or customer review processes is desirable.
- Strong stakeholder management and communication skills.
- Strong analytical and problem‑solving capabilities.
- Advanced Excel skills; Power BI preferred.
- FMCG or beverages experience preferred.

Job Details

- Job Type: Regular
- Location: Santiago
- Start Date: 2026‑07‑06

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📌 Customer Collaboration Chile (Santiago)
🏢 Diageo
📍 Santiago