Customer Service Specialist

The Coca-Cola Company; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A key position in CPS Singapore focusing on customer engagement and order fulfillment. The role involves demand management, working closely with Business Units and Bottlers to enhance customer satisfaction and ensure timely delivery. Candidates should have relevant experience in supply chain functions.

Benefits

37.5 hour work week

$90 quarterly allowance for Coca Cola products

18 days annual leave

Medical coverage + Dental - $400 / year

Two-way transportation provided

Qualifications

• 3-5 years experience in Manufacturing or Customer Service.
• Knowledge of demand and order management.

Responsibilities

• Process sales orders and forecasts using E-Supply Chain and SAP systems.
• Manage customer complaints efficiently and implement improvements.
• Coordinate shipment documentation and logistics.

Skills

Customer Engagement

Order Management

Forecasting

Education

Bachelor’s Degree in Business Administration

Bachelor’s Degree in Supply Chain

Tools

MS Advanced Excel

Access/SQL

SAP

Job description

Based in Tuas, Singapore

Please note that due to Singapore statutory regulations, we will be prioritizing applicants who have a current right to work in Singapore, and do not require Coca-Cola's sponsorship of a visa.

Company Benefits

• 37.5 hour work week (additional hours are paid OT)
• $90 quarterly allowance to buy Coca Cola products
• 18 days annual leave
• Medical coverage + Dental - $400 / year
• Medical & Dental coverage for self AND dependents
• Two-way transportation provided
• 5 days work week
• Working Hours: Morning (7:30am – 4pm) or (9am to 5.30pm)

Pacific Refreshments Pte Ltd (The Coca-Cola Company) is a strategic concentrate manufacturing plant in Asia. We are an export facility, specializing in the manufacturing of concentrates and beverage bases, supporting the ASEAN, South Pacific, and Southwest Asia business units. We are expanding our capacity and embarking on a digital transformation journey to become a leader in digital innovation in the consumer products supply chain.

Pacific Refreshments Pte Ltd is a winner of the ‘2020 HR Asia Best Companies to Work For’ Award.

Job Summary

This key position in CPS Singapore focuses on customer engagement and order fulfilment. The role involves interacting with customers in the Pacific Group and ASEAN region on demand, order management, and outbound logistics. The candidate will work closely with Business Units (BU) and Bottlers to understand market trends, demand, and deliver updated forecasts through collaborative planning and forecast replenishment (CPFR). The role serves as the customer advocate to the plant, representing the voice of the customer to drive satisfaction and on-time delivery.

Responsibilities

• Demand and Order Management - Process sales orders and forecasts using E-Supply Chain and SAP systems to initiate manufacturing and meet customer requirements. Manage the entire order cycle, actively forecast future demand, and improve forecast accuracy through collaboration with BU and Bottlers. Lead CPFR routines to enhance forecast reliability.
• Lead Sales & Operations Planning (S&OP) and Service Review meetings with customers, including regular visits to Bottlers and BUs in the South Pacific and ASEAN regions.
• Complaint Handling - Manage customer complaints efficiently by logging and acknowledging within 24 hours. Facilitate root cause analysis with relevant CPS departments, provide status updates, and follow up on corrective actions. Analyze trends and implement improvements to enhance customer satisfaction.
• Outbound Logistics and Documentation - Ensure shipment documentation is complete and compliant. Coordinate shipment triggers and container bookings.

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 related Supply Chain functions, with knowledge of demand and order management
• Proficiency in MS Advanced Excel, Access/SQL, and SAP Query is advantageous