Customer Service Specialist (Contract)

The Coca-Cola Company; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

The Coca-Cola Company in Singapore is seeking a Customer Service Specialist for a 12-month contract based in Tuas. You will engage with customers across the Pacific and ASEA regions, manage orders, and coordinate outbound logistics to ensure on-time delivery.

You'll work closely with business units and bottlers to understand demand and provide updated forecasts through collaborative planning, CPFR, and a thorough order-to-cash process, acting as the voice of the customer.

Qualifications

• Bachelor's degree in business administration, supply chain or related discipline.
• 3-5 years experience in manufacturing, customer service or related supply chain.
• Knowledge of MS Advanced Excel, Access/SQL and SAP Query; data visualization tools an advantage.

Responsibilities

• Process sales orders and forecast through SAP to initiate manufacturing and meet customer requirements.
• Manage entire order cycle, actively forecast demand with BU and Bottler.
• Lead CPFR routines with Bottlers and BU to improve forecast accuracy.
• Lead S&OP and service review with customers.
• Log and acknowledge customer complaints within 24 hours.
• Coordinate root-cause investigations with CPS departments and follow-up actions.
• Perform trend analysis to drive improvements in customer satisfaction.
• Ensure complete shipment documentation and booking for outbound logistics.

Skills

Demand management

Order management

Forecasting

Customer service

Collaborative planning

Data analysis

SAP

Excel

SQL

Data visualization

Education

Bachelor's Degree in Business Administration / Supply Chain

Tools

SAP

Excel

SQL

Data visualization tools

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