Customer Service Representative

Overview

The purpose of this role will be to support in the management the relationship with B2B customers of PepsiCo (for example, but not limited to, North America, Singapore and Canada). Focus will be on delivering an accurate demand signal for effective utilization of PepsiCo resources and manage the execution of this signal to agreed service metrics.

This is a temporary role for 9 months initially.

Responsibilities

• Responsible for executing reports on all elements of the S&OP processes
• Support S&OP processes, review plan changes and performance to plan
• Be accountable for performance and drive improvements
• Collaborate with US Supply Planning and Cork Capacity Planning teams to align on optimum order size to balance manufacturing efficiencies vs. obsolescence
• Collaborate with Cork Capacity Planning/Operations teams to allow for container optimization and to manage risk around same
• Deliver global “one team” agenda

Order and Forecast Management:

• Monitor system integration activities between Cork, Singapore, US and Canada including pre-work relating to new innovations, EDI order download and ASN issuance
• Provide validated forecast and order requirements to ensure maximum supply chain efficiencies across Procurement / Supply Planning / Operations (Production & Warehousing) /Finance
• Support and execute customer orders from receipt through shipment and arrival at destination.
• This includes order review and entry, lead-time adherence, alignment with forecast and order acknowledgement. Liaising with internal departments and external third parties to ensure on time delivery
• Support analysis and reporting of container requirements and liaise with freight carrier agent on same
• Proactively manage Supply Chain for Short Shelf Life materials to ensure optimum supply chain efficiency from manufacture to receipt – reporting will be key
• Responsible for metrics reporting and providing insights on same
• Engage in weekly updates to senior management team for short shelf life materials, tracking reports; supply analysis, risk management and mitigation
• Liaise with multiple service providers including 3PL documentation, logistics providers etc

Supply Chain Management:

• Support in the implementation of controls throughout the supply chain to ensure commitments are being realised; identify bottlenecks and implement solutions
• Manage Quarter End matching across multiple geographies and sites to ensure compliance with the PGCS Operating Model
• Support reporting on KPI’s at each step of the supply chain including metrics for age of short shelf life materials. Order compliance metrics, transit schedule adherence and performance
• Measure transit time, port clearance time and container delivery time for multiple service providers
• Ensure all PepsiCo Health & Safety requirements are adhered to

Qualifications

Essential Criteria:

• Third level qualification in Supply Chain or related discipline
• Excel and strong experience in use of SAP is a distinct advantage
• Strong analytical skills with the ability to combine and manipulate reports and provide insights on same
• Strong operational experience in a dynamic multinationalorganization, with specific account and business relationship experience particularly Customer Service experience complimented by strong soft / relationship management skills
• Comfortable working in a matrix environment and driving operational links with other functions
• Excellent communication and interpersonal skills, both verbal and written
• Professional, impactful and credible in front of Customer & Business Unit representatives
• Advanced knowledge of PepsiCo Products and Services

Additional Desired qualifications:

• Resilient, with flexible upbeat and positive attitude to act as role model for Supply Chain team
• Possess a proactive and self-motivated learning style
• Good working knowledge of regional and local nuances wrt logistics (transit routes, carrier limitations), GCT, Tax, Regulation and Operations