Customer Service Specialist

Customer Service Specialist

Based in Tuas, Singapore

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, 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.

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

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
• 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 would be an advantage