Customer Service Specialist

Job Description Summary:

• Ensures consistent service level for bottlers for which they have accountability. 
• Ability to manage bottlers of varying levels of Complexity, cross several markets/countries, multiple forecast parts & Ship to’s,
• Product Sku’s>100+ with high levels of unique products and high variability of Demand. Number of bottlers managed will depend on the level of complexity
• Customer Account Specialist will be required to manage multiple bottlers
• The purpose of this role is to manage operational activities relating to concentrate and beverage base supply from one primary supply and to and provide service requirements to our bottling partners and Business Units, ensuring On time and in full supply of products to customers, liaising with the internal Stakeholders (Quality/ Planning/Productions and logistics) to ensure smooth execution from order placement through to Delivery
• Responsible for the engagement with the customer and have the ability to represent the customers’ requirements within the plant. Collaborating with the customer on their demands and ensuring that issues, escalations and complaints are dealt with in a timely and professional manner
• Additionally, the role will be responsible to support and work closely for the plant in developing relationships, identifying and implementing end-to-end Supply Chain Solutions and improvements that maximize value to the system
• Collate, analyze and upload customer demand from bottling partner and Operation unit
• Support digitization projects in the customer relationship in conjunction with CPS global programs (IBP, Gateway, SAP Hana)
• Develop new analytical capabilities across customer relations team to leverage new digital functionalities,
• bring a significant advantage to business partners through segmented & targeted analysis, enabling better and faster SC decisions and system alignment, in a context of increasing complexity & volatility.
• Responsible for working together with OU and Bottling partners to continuously improve forecasting and ordering process
• Responsible for working closely with customers to proactively identify market trends and deviations to timely influence changes in CPS

KEY DUTIES/RESPONSIBILITIES

• This role will be key interface and SPOC of CPS plant for our Bottling partners and Operating unit
• Update and keep Bottling partners aligned on plant constraints and developments
• Verify and confirm the orders raised by bottling partners for further actions by manufacturing and logistics
• Regularly analyze market sales and CPS forecast Vs actual order trend and connect with Bottling partners and OU to gain insights of changing market trend to analyze and provide meaningful feedback to plant operations
• Collaborate with plant cross functions and operating unit to drive resolutions on complaints raised by bottling partners
• Collaborate with operating unit and bottling partners to minimize write-off’s of ingredients and finished goods with plant
• Lead monthly SNOP with bottling partners to track pending actions, understand problem/exceptions and brainstorm for solutions and action planning
• Seek frequent feedback from our bottling partners as part of the CPS continuous improvement mind-set and use tools like the customer survey, feedback forms and customer facing metrics including service level results to deliver world class levels of customer service
• Develop and maintain Service Level Agreements/Guidelines/Product Catalogues that are agreed with each customer. Root cause customer complaints in order to mitigate and disruption to supply and eliminate repeat occurrences
• Handling plant supply related issues (out of stock, quality related) and developing solutions to mitigate them working with bottlers to minimize Impact & extra-cost
• Lead key digitization projects for Customer relations, such as utilization of IBP and Gateway new functionalities across Bottling partners (define user stories, test & train users), support end-to-end data integration with OUs & bottlers, support deployment of collaboration & decision-making tools such as ORI & control tower, automate processes leveraging Power Apps & Python.
• Lead reporting & analytics continuous improvement, through the proactive design of new Power BI/pivot reports and dashboards addressing CRM & planning needs, as well as anticipating evolution of business requirements. This includes accuracy, alerts, segmented planning, SPP, S&OP and customer engagement activities.
• Work in tight collaboration with planning, production and bottling partners to drive process improvement across the region. Periodically manage key tasks for East plants as required by the team back up plans. This includes updating & validating system data, running reports & representing the DP function in other East plants / Partners routine meetings.
• Manage India customer demand and support India plant processes and reporting
• As an SME, train new customer manager and planning associates and support capability development across analytics, especially in the adoption of new tools such as IBP, ORI/PBI, Statistics & analytics
• Key member in Next Gen SNOP, actively advance Next Gen SNOP routines with Customers/Bottling partners
• Collaborate with bottlers for timely receipt of 13 week forecast and validate demand so that its inline with past performance
• One to one reviews with bottling partners to drive improvements in forecasting, exposure reductions and increase visibility across systems
  
  RELATED WORK EXPERIENCE

Experience in a Data analyst role, Planning/Demand planning or Budget areas. Experienced in relationship management
 

EDUCATIONAL REQUIREMENTS

Bachelor’s degree in Engineering, IT, Finance or Supply Chain Management.
 

FUNCTIONAL SKILLS

• Logical thinking & Analytics
• Reporting & data presentation
• SAP expertise, Business intelligence & Automation tools, Microsoft apps
• Operational Excellence / Agile / Project management
• Supply Planning and Financial knowledge and skills
• Be able to respond to difficult situations, work under pressure and maintain high level of professionalism at all times

Cultural Diversity

Fluent written and spoken English, and strong communication skills required. Ability to operate in multi-cultural environment & influence upwards.

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Relocation Provided:

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Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.