Customer Service Specialist

Based in Tuas, Singapore

Coca Cola’s strategic concentrate manufacturing plant in Asia is an export facility specializing in the manufacturing & supply of concentrates and beverage bases, supporting the ASEAN, South Pacific, and South West Asia Business Units. It is planned that the plant will double its manufacturing and warehousing capacity within the next 3-5 years.

Position Overview

This key position in CPS Singapore focuses on customer engagement and order fulfilment. The role involves interacting with customers in the Pacific Group and ASEA region on demand, order management, and outbound logistics.

This includes working closely with BU and Bottlers to understand market trends and demand and deliver an updated forecast through collaborative planning and forecast replenishment (CPFR). The candidate will be the customer advocate to the plant and represent the voice of the customer, driving customer satisfaction and on-time delivery.

Responsibilities

• Demand and Order Management - Process sales orders and forecasts through E-Supply Chain and SAP systems 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.
• 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 them within 24 hours. Facilitate root-cause investigations with the respective CPS departments, providing status updates 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 shipments and container booking activities.

• Bachelor’s Degree in business administration, Supply Chain, or related disciplines.
• A minimum of 3-5 years experience in Manufacturing, Customer Service, or a related Supply Chain function. Working knowledge of demand management and order management.
• Knowledge of MS Advanced Excel, Access/SQL, and SAP Query would be an advantage.