Customer Service Specialist

4 days ago

Tuas, Singapore Coca-Cola Full time

Our Customer Service Specialist role is based in Coca-Cola's strategic concentrate manufacturing plant in Tuas, Singapore - we provide two way transportation across 18 pick up points.

This is an export facility, specializing in the manufacturing & supply of concentrates and beverage bases, with a complex portfolio, supporting the ASEAN, South Pacific and South West Asia Business Units. It is planned that the plant will double its manufacturing and warehousing capacity within the next 3-5 years.

**POSITION OVERVIEW**

This key position in CPS Singapore focuses on customer engagement and order fulfilment. The role involves interacting with customers in Pacific Group and ASEA region on demand, order management and outbound logistics.

This includes working very closely with BU and Bottlers to understand market trend and demand and deliver an “updated” forecast through collaborative planning and forecast replenishment (CPFR). You will be the customer advocate to the plant and represent the “voice of customer”, driving customer satisfaction and on-time delivery.

**RESPONSIBILITIES**
- Demand and Order Management - Process sales orders and forecast through E-Supply Chain and SAP system to initiate the manufacturing process and meet customer requirements. Follow through the entire order cycle, actively manage future demand and drive forecast accuracy with BU and Bottler. Lead Collaborative Forecasting and Replenishment (CPFR) routines with Bottlers and BU and drive forecast accuracy.
- Lead Sales & Operations Planning (S&OP) and Service Review with Customers - Perform regular customer visits to Bottlers and BU in the South Pacific and ASEAN region.
- Complaint handling - Effectively manage all customer complaints by logging and acknowledging all customer complaints within 24 hours. Facilitate root-caused investigation with the respective CPS departments, providing status update and follow through on corrective actions with Bottlers. Perform trend analysis and drive improvements in customer satisfaction.
- Outbound logistics and documentation control - Ensure completeness of shipment documentation and registration requirements for shipments. Trigger for shipments and container booking activities.

**QUALIFICATIONS & RELATED EXPERIENCE**
- Bachelor’s Degree in business administration, Supply Chain or related disciplines
- At least 3-5 years experience of demand management and order management within a fast paced Manufacturing, Customer Service or a related Supply Chain function.
- Direct experience of managing 3rd party relationships and conflict resolution
- Strong communication and stakeholder management (internal and external)
- Good MS Excel, Access/SQL and SAP Query is desirable

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