Customer Accounts Specialist

JOB SUMMARY:
Customer Engagement & Account Management:
Collaborate with the Business Unit and customers to ensure that plant supply
is guaranteed on-time in full and costs are optimised. Conduct segmentation
analysis and use output to develop engagement plans appropriate to the
customer. Facilitate & schedule customer facing & non-facing meetings to
review performance and increase engagement. Seek frequent feedback from our
bottling partners as part of the CPS continuous improvement mind-set and use
tools like the opinion survey, feedback forms and customer facing metrics
including OTIF 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.
Demand Management :
Gather & analyse forecast information engage & collaborate with bottling
partners to validate and improve plant forecast accuracy. Align on the plant
forecast with the Business Unit Finance managers, provide data to underscore
deviations in expectations and incorporate their knowledge as required.
Develop and refine processes to improve forecast accuracy - including analysis
of previous sales & forecast, seeking new and improved data inputs from the
customer, BU, ABC Classification, market information, etc. Use the APO tool to
manage the system input and analyse forecast. Work with the planning teams to
actively adjust coverage profiles to mitigate supply risks to concentrate and
juice supply.
For juice and other 'supply models (e.g. liquid food, finished good, third
party co-packers etc), support the implementation of the plant processes
required to manage supply commitments.
Inventory management:
Monitor, analyse and take mitigation actions based on aging stock reports, in
association with internal departments, Business Units and the Customer. Work
closely with stakeholders in developing mitigating actions against potential
stock obsolescence and to ensure all avenues are exhausted to eliminate
exposure on plant finished goods and ingredient where appropriate.
Review with planners the inventory policy for your customer's portfolio,
develop and agree recommendations regarding stock holding & manufacturing
policy.
Business planning & New Business Models:
Work with Demand Specialists, Budgeting & Planning Financial Managers (IPM) in
the business units and customers to build & validate sales volume estimates
for the business plans.
Work with internal & external teams in the implementation of supply point
shifts (both planned shifts & BCP activations), managing to the project
timeline and needs of the bottling partners to ensure smooth transition.
Support the implementation of business process change such as the acquisition
of new business models and joint ventures.
End-to-end value creation:
Identify areas of productivity & cost saving opportunities such as in the
area of supply models, transport and package optimisations, work with CS and
CRM in approving and implementing these projects to completion. Utilise
project management techniques, influencing and presentation skills to deliver
end-to-end value creation opportunities.
Participate on project teams to support and design the implementation of new
supply chains models. Work with Commercialisation and other stakeholders to
ensure new product introductions are appropriately prioritized and subsequent
discontinuations happen with minimum write-offs and that sales volume needs
are planned for.
Manage Unique Business Requirements:
Many customers and markets that have unique supply requirements in terms of
importation, labelling, licences, product samples, financial & tax and even
religious requirements. This role is expected to understand these customer
requirements in detail and will monitor, assess and implement when changes are
required working closely with relevant functions experts.
Coordinate with Juice Suppliers, CPS Vendor Schedulers, Transport & Logistics
& (in Direct Product Supply model) to ensure that requirements in terms of
supply origin & customs duties, SKU, transport, documentation, labelling and
temperature conditions are implemented and adapted to meet the customers and
portfolio's evolving needs.
JOB REQUIREMENTS:
* ‎0-‎2 years ' experience in Customer service, supply-chain function.
* University/Bachelor degree in a Logistics / Supply Chain or Business Adminstration.
* Other qualifications may be considered if supported by appropriate work experience
* SAP S&D Module
* Empowered and self-starter as manager can be remotely located
* Commercial, technical & financial knowledge.
* Presentation skills (face to face and virtual)
* Supply chain and logistics knowledge
* Ability to communicate and collaborate with diverse groups of people (technical, supply chain, procurement, freight companies, suppliers and internally in CPS)

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.

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