Position Overview:
The purpose of this role is to handle the management andprocessing of transactional activity for the CRM team, including, but notrestricted to, Order Entry, Documentation creation, Complaint handling andInvoicing. The key goal of the role is to satisfy the customers requirements in a consistent, efficient and reliable manner.
KEY DUTIES/RESPONSIBILITIES
Order and Forecast Management
The receipt and management of all customer orders, the entry of these into SAP, the follow through on availability issues with internal departments and handover of these to the CAS.
The entry of customer supplied forecasts into the APO system for subsequent loading into SAP, the verification that the data is as supplied by the customer when entered into the system.
Evaluate ATP & OTIF issues and work with the Supply Management team, Customer Account Specialists and Demand Planners to ensure all issues are resolved and long term corrective actions put in place to reduce repeats.
Documentation Management
The creation of all customer related documentation to support the shipment, export and import of all customer orders. This involves both manual and system generated documents, and interaction with both internal departments and external bodies to support some customer requirements.
The invoicing of all orders, at time of shipment to support accurate and timely financial and volume reporting.
Process improvement and standardization
Lead process standardization and improvements under CS Operations role. Work with SAP team for any SAP improvements or changes impacting customer data, orders or forecast.
Coordinate, lead and support projects that will positively impact CRM transactional processes to drive productivity improvement with visible financial and FTE benefits.
Develop process improvements based on OE methods and drive continuous improvement.
Support the implementation of new supply chains and business models, working to integrate these into normal CPS business.
Complaint management and customer satisfaction
Log all customer related complaints, queries and OTIF issues into SAP. Track and trend customer concerns / complaints, to facilitate development of corrective actions. Follow-up with internal stakeholders to ensure timely closure out of issues.
Coordinate and track customer feedback through surveys, VOC activities, etc. on a regular basis. Compile reports and analyze once data is available. Track and coordinate actions from internal stakeholders.
A key requirement in regard to all the responsibilities of this role is the development of a very effective working relationship with the CRM Specialists in supporting customer requirements and requests in a timely and effective manner.
TECHNICAL SKILLS
Strong Collaboration and Customer Service Skills
Good knowledge and understanding of the SAP Sales & Distribution Module
Good understanding of Business Warehouse workbooks used by CRM.
Ability to work in a Virtual Matrix organization - self-starter as manager may be remotely located
Product & process knowledge of concentrate plants
Supply chain and logistics knowledge
Networking and influencing skills– with the ability to communicate and collaborate with diverse groups of people (technical, supply chain, procurement, freight companies, suppliers and internally in CPS)
Customer knowledge – be able to understand multiple customer requirements for order and documentation management
Computer Skills –Advanced Microsoft Excel, Word and PowerPoint
Problem Solving & analytical Skills.
Reliability, Assurance and Responsiveness to our customers
Ability to maintain high level of professionalism under pressure.
PREVIOUS WORK EXPERIENCE
0-2 years’ experience in a Customer service, supply-chain or other relevant function.
EDUCATIONAL REQUIREMENTS
University/Bachelor degree or diploma in a Supply Chain or Business discipline. Other qualifications may be considered if supported by appropriate work experience
At The Coca-Cola Company you can cultivate your career in a challenging and dynamic environment. We are the largest manufacturer and distributor of nonalcoholic drinks in the world-selling more than 1 billion drinks a day. Unlock your full potential with a future-focused company that is known and respected throughout the world.
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