Customer Service Specialist (12-months contract)

The Coca-Cola Company; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

The Coca-Cola Company in Singapore seeks a Customer Service Specialist to support demand planning, order fulfilment, and outbound logistics for the Pacific Group and ASEA region. You will collaborate with BU and Bottlers to manage forecasts and ensure on-time delivery, acting as the voice of the customer for the plant.

We seek 3–5 years in manufacturing or customer service within supply chain, with strong Excel, SAP, and SQL knowledge.

Qualifications

• Bachelor’s degree in business administration, supply chain or related disciplines.
• Min of 3-5 years experience in manufacturing, customer service or related supply chain function; working knowledge on demand management, order management.
• Knowledge of MS Advanced Excel, Access/SQL and SAP Query, data visualization tools would be an advantage.

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.
• 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.

Skills

Demand management

Order management

SAP

Excel

SQL

Data visualization

Education

Bachelor's degree

Tools

SAP Query

Access

Job description

Customer Service Specialist

Based in Tuas, Singapore (2-ways transportation provided at selected MRT locations islandwide)

Duration: 12-months contract

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.
• 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
• Min 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, Data visualization tools would be an advantage

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.