Customer Service Specialist

Job Summary

• This key position focuses on customer engagement, forecast management and order fulfilment. The role involves interacting with customers in processes like demand planning, order management, complaint management, customer relationship management and continuous improvement process. This includes working very closely with Operating Unit (OU) and Bottlers to understand market trend and demand and deliver an 'updated' forecast through collaborative planning and forecast replenishment (S&OP routines) and work with CPS internal and OU functions (Quality, Planning & Logistic, Finance, Production) to fulfill the requirement of our Bottlers. He/She is the customer advocate to the plant and represent the 'voice of customer', driving customer satisfaction and on-time delivery.

• Ensures consistent service level with the bottler(s) in charge.
• Responsible for the engagement with the customer and can 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 Customer Service Specialist will be responsible to support and work closely with the Customer Director - Japan in developing relationships, identifying, and implementing end-to-end Supply Chain Solutions and improvements that maximize value to the system.
• Customer Engagement & Account Management: Collaborate with the Operating Unit (OU) and customers to ensure that concentrate supply is guaranteed on-time, in full, and costs are optimized. Conduct segmentation analysis and use output to develop engagement plans appropriate to the customer. Facilitate & schedule customer facing & non-facing meetings to review performance and increase engagement. 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 Perfect Order results to deliver world class levels of customer service. Develop and maintain Service Level Agreements/Guidelines/Product Catalogues that are agreed with each customer. Supports translation of requirements/issues from Customer into CPS plant actions, leading conversations and problem solving involving multiple disciplines including Quality, Finance, Transportation, Manufacturing, Product Commercialization, etc.., ensuring fast responses, effective & sustainable solutions for the system.
• Demand Management: Be key member in Next Gen S&OP; support the monthly S&OP process of the Bottlers assigned, connecting business requirements with supply chain capacities and capabilities. Help translating OU & Bottlers requirements, issues and priorities into CPS actions assuring cost effectiveness performance. Process sales orders and forecast received from customers to meet customer requirements. actively advance Next Gen S&OP routines with Customers/Bottling partners. Gather & analyze forecast information engage & collaborate with bottling partners to validate and improve plant forecast accuracy. Align on the plant forecast with the OU Finance managers, provide data to underscore deviations in expectations and incorporate their knowledge as required. Develop and refine processes to improve forecast accuracy - including analysis of previous sales & forecast, seeking new and improved data inputs from the customer, OU, ABC Classification, market information, etc. Use Salesforce & IBP tools to manage the system input and analyze forecast. Work with the planning teams to actively adjust coverage profiles to mitigate supply risks to concentrate and juice supply.
• Inventory management: Monitor, analyze and take mitigation actions based on aging stock reports, in association with internal departments, OU's and the Customer. Work closely with stakeholders in developing mitigating actions against potential stock obsolescence and to ensure all alternatives are exhausted to eliminate exposure on plant finished goods and ingredient where appropriate. Review with planners the inventory policy for your customer's portfolio, develop and agree recommendations regarding stock holding & manufacturing policy.
• Product Portfolio Management and Support: Work closely with Product Portfolio team, Bottlers and OU on New product Launches - ensuring forecast is closely managed in IBP, ORI system and there is full alignment with the bottlers in terms of launch volumes and /or management of stocks in the case of reformulation.
• End-to-end value creation: Identify areas of productivity & cost saving opportunities such as in supply models, transport and package optimizations, work with other functions and CPS Plants in approving and implementing these projects to completion. Utilize project management techniques, influencing and presentation skills to deliver end-to-end value creation opportunities. Participate on project teams to support and design the implementation of new supply chains models. Work with Product Portfolio and other stakeholders to ensure new product introductions are appropriately prioritized and subsequent discontinuations happen with minimum write-offs and that sales volume needs are planned for. Support all the digitalization initiatives: Contour, IBP, Salesforce, Control Tower, etc
• Many customers and markets that have unique supply requirements in terms of Transportation, customs regimes, importation, labelling, license, product samples, financial & tax and even religious requirements. This role is expected to understand these customer requirements in detail and will monitor, assess, and implement when changes are required working closely with relevant functions experts Supply Model Mgt.

• Accountability
• Flexibility
• Proactivity
• Teamwork
• Problem Solving
• Negotiation and communication skills with external customers
• Problem solving and strategic thinking skills
• Customer service
• Time Management
• SAP, ORI, IBP, Salesforce and Excel Knowledge (related requirement)
• Reporting & data presentation