Customer Service Specialist

Coca-Cola Singapore Beverages Pte Ltd; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A leading beverage manufacturer in Singapore is seeking a Customer Service Specialist to enhance customer engagement and ensure effective order fulfillment. This role includes demand and order management, complaint handling, and working closely with BU and Bottlers. The ideal candidate should have a Bachelor's Degree and 3-5 years of relevant experience in Manufacturing or Supply Chain, with strong skills in Customer Relationship Management. This position offers opportunities for professional growth in a dynamic environment.

Qualifications

• Minimum of 3-5 years experience in Manufacturing, Customer Service or a related Supply Chain function.
• Working knowledge on demand management and order management.
• Experience in managing customer complaints effectively.

Responsibilities

• Process sales orders and forecast through E-Supply Chain and SAP system.
• Perform regular customer visits to Bottlers and BU in the region.
• Effectively manage customer complaints and facilitate root-cause investigations.
• Ensure completeness of shipment documentation and registration.

Skills

Demand management

Order management

Customer relationship management

Complaint handling

Logistics

Education

Bachelor’s Degree in business administration, Supply Chain or related disciplines

Tools

MS Advanced Excel

Access/SQL

SAP Query

Job description

Customer Service Specialist

Based in Tuas, Singapore

Coca Cola’s strategic concentrate manufacturing plant in Asia. 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). He/She is 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.
• Minimum of 3‑5 years experience in Manufacturing, Customer Service or a related Supply Chain function. Working knowledge on demand management, order management.
• Knowledge of MS Advanced Excel, Access/SQL and SAP Query would be an advantage.

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.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.