Customer Service Specialist

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

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.

Pacific Refreshments Pte Ltd (Coca-Cola Singapore) is a strategic concentrate manufacturing plant in Asia. We are an export facility, specializing in the manufacturing of concentrates and beverage bases, with a complex portfolio, supporting the ASEAN, South Pacific and Southwest Asia business units. We are on a journey of growth - having completed the construction and expansion of our site towards doubling our manufacturing capacity in recent years. We have also embarked on our digital transformation journey, striving to be the Lighthouse for the Consumer Products Supply (CPS) plants in Asia and to be a leader in digital transformation.

We champion a safety-first culture, dedicated to protecting our employees' well-being and fostering a secure workplace that values each individual.

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 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.

KEY DUTIES/RESPONSIBILITIES:

• Demand and Order Management - Process sales orders and forecast received from customers 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. This involves the analysis of historical sales from Bottlers, bottlers’ forecast, BU’s rolling estimate and market actual performance.  Lead Collaborative Forecast Forecasting and Replenishment (CPFR) routines with Bottlers and BU and drive forecast accuracy.
• Lead Sales & Operations Planning (S&OP) and Service Review with Customers – these are monthly / quarterly reviews on CPS / Bottler performances, commercialization timeline, new product forecast, customer complaints and improvement initiatives.  Perform regular customer visits to Bottlers and BU in the South Pacific and ASEAN region.  He / she is the focal point of customers to the CPS plants.
• 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. Monitor progress of new products introduction and first customer shipment timeline.  Ensure documentation and processes readiness for first customer shipment.  For on-going active products, monitor the shipment status and logistics needs, trigger Finance, 3PL or relevant departments for the generation of paperwork to facilitate shipments.
• Active participation and support for Operational Excellence Programme and Continuous Improvement culture in CPS Singapore.
• Represent CPS Singapore in the Supply Chain DWT, working closely with other CPS Plants and Asia DWT, to deliver a consistent service level to Business units and Bottlers.
• Implement Customer Survey for his / her portfolio of customers

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

Location(s):

City/Cities:

Travel Required:

Relocation Provided:

Job Posting End Date:

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.

Salary : $1,000 - $1,000,000