Job Information
The Coca-Cola Company Customer Service Specialist in Ahmedabad, India
Ensures consistent service level for bottlers for which they have accountability.
Ability to manage bottlers of varying levels of Complexity, cross several markets/countries, multiple forecast parts & Ship to's,
Product Sku's>100+ with high levels of unique products and high variability of Demand. Number of bottlers managed will depend on the level of complexity
Customer Account Specialist will be required to manage multiple bottlers
The purpose of this role is to manage operational activities relating to concentrate and beverage base supply from one primary supply and to and provide service requirements to our bottling partners and Business Units, ensuring On time and in full supply of products to customers, liaising with the internal Stakeholders (Quality/ Planning/Productions and logistics) to ensure smooth execution from order placement through to Delivery
Responsible for the engagement with the customer and have the ability to represent the customers' requirements within the plant. Collaborating with the customer on their demands and ensuring that issues, escalations and complaints are dealt with in a timely and professional manner
Additionally, the role will be responsible to support and work closely for the plant in developing relationships, identifying and implementing end-to-end Supply Chain Solutions and improvements that maximize value to the system
Collate, analyze and upload customer demand from bottling partner and Operation unit
Support digitization projects in the customer relationship in conjunction with CPS global programs (IBP, Gateway, SAP Hana)
Develop new analytical capabilities across customer relations team to leverage new digital functionalities,
bring a significant advantage to business partners through segmented & targeted analysis, enabling better and faster SC decisions and system alignment, in a context of increasing complexity & volatility.
Responsible for working together with OU and Bottling partners to continuously improve forecasting and ordering process
Responsible for working closely with customers to proactively identify market trends and deviations to timely influence changes in CPS
KEY DUTIES/RESPONSIBILITIES
This role will be key interface and SPOC of CPS plant for our Bottling partners and Operating unit
Update and keep Bottling partners aligned on plant constraints and developments
Verify and confirm the orders raised by bottling partners for further actions by manufacturing and logistics
Regularly analyze market sales and CPS forecast Vs actual order trend and connect with Bottling partners and OU to gain insights of changing market trend to analyze and provide meaningful feedback to plant operations
Collaborate with plant cross functions and operating unit to drive resolutions on complaints raised by bottling partners
Collaborate with operating unit and bottling partners to minimize write-off's of ingredients and finished goods with plant
Lead monthly SNOP with bottling partners to track pending actions, understand problem/exceptions and brainstorm for solutions and action planning
Seek frequent feedback from our bottling partners as part of the CPS continuous improvement mind-set and use tools like the customer survey, feedback forms and customer facing metrics including service level results to deliver world class levels of customer service
Develop and maintain Service Level Agreements/Guidelines/Product Catalogues that are agreed with each customer. Root cause customer complaints in order to mitigate and disruption to supply and eliminate repeat occurrences
Handling plant supply related issues (out of stock, quality related) and developing solutions to mitigate them working with bottlers to minimize Impact & extra-cost
Lead key digitization projects for Customer relations, such as utilization of IBP and Gateway new functionalities across Bottling partners (define user stories, test & train users), support end-to-end data integration with OUs & bottlers, support deployment of collaboration & decision-making tools such as ORI & control tower, automate processes leveraging Power Apps & Python.
Lead reporting & analytics continuous improvement, through the proactive design of new Power BI/pivot reports and dashboards addressing CRM & planning needs, as well as anticipating evolution of business requirements. This includes accuracy, alerts, segmented planning, SPP, S&OP and customer engagement activities.
Work in tight collaboration with planning, production and bottling partners to drive process improvement across the region. Periodically manage key tasks for East plants as required by the team back up plans. This includes updating & validating system data, running reports & representing the DP function in other East plants / Partners routine meetings.
Manage India customer demand and support India plant processes and reporting
As an SME, train new customer manager and planning associates and support capability development across analytics, especially in the adoption of new tools such as IBP, ORI/PBI, Statistics & analytics
Key member in Next Gen SNOP, actively advance Next Gen SNOP routines with Customers/Bottling partners
Collaborate with bottlers for timely receipt of 13 week forecast and validate demand so that its inline with past performance
One to one reviews with bottling partners to drive improvements in forecasting, exposure reductions and increase visibility across systems RELATED WORK EXPERIENCE
Experience in a Data analyst role, Planning/Demand planning or Budget areas. Experienced in relationship management
EDUCATIONAL REQUIREMENTS
Bachelor's degree in Engineering, IT, Finance or Supply Chain Management .
FUNCTIONAL SKILLS
Logical thinking & Analytics
Reporting & data presentation
SAP expertise, Business intelligence & Automation tools, Microsoft apps
Operational Excellence / Agile / Project management
Supply Planning and Financial knowledge and skills
Be able to respond to difficult situations, work under pressure and maintain high level of professionalism at all times
Cultural Diversity
Fluent written and spoken English, and strong communication skills required. Ability to operate in multi-cultural environment & influence upwards.
Travel Requirements
10% travel
Annual Incentive Reference Value Percentage:10
Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.