The Coca-Cola Company Hiring for Customer Service Representative at Cidra Municipio, PR Full Time

Basic Function:
Manage operational activities relating to concentrate and beverage base supply from one primary supply plant and provide service requirements to our bottling partners and Organization 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

Essential Functions:
Customer Engagement & Account Management

Collaborate with the Organization Unit and customers to ensure that plant supply is guaranteed on-time in full, and costs are optimized.

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 customer survey, feedback forms and customer facing metrics including OTIF and POR results to deliver world class levels of customer service.

Develop and maintain Service Level Agreements/Guidelines/Customer Engagement Documents/Product Catalogues that are agreed with each customer. Root cause customer complaints to mitigate and disruption to supply and eliminate repeat occurrences.

Demand Management

Gather & analyze forecast information engage & collaborate with bottling partners to validate and improve plant forecast accuracy.

Align on the plant forecast with the Organization Unit 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/IBP tool to manage the system input and analyze forecast.

Work with the planning teams to actively adjust coverage profiles to mitigate supply risks to concentrate and juice supply.

Inventory management

Monitor, analyze and take mitigation actions based on aging stock reports, in association with internal departments, Organization 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.

NPI Management and Support

Work closely with Product Portfolio team, Bottlers and BU on New product Launches – ensuring forecast is closely managed in APO/IBP system and there is full alignment with the bottlers in terms of launch volumes and /or management of stocks in the case of reformulation.

Other functions

Identify areas of productivity & cost saving opportunities such as in supply models, transport and package optimizations.

Participate on project teams to support and design the implementation of new supply chain models.

Understand customer requirements in terms of transportation, customs regimes, importation, labelling, licenses, product samples, financial & tax and even religious requirements.

Participate and promote activities with the BE Team that contribute toward continuous improvement (5’s, workplace audit, T Cards, Idea Cards, Big C, Tip Plan, Communication Center, etc.). Assume role responsibilities and compliance with applicable regulations and requirements established on the Occupational Health and Safety (ISO 45001), Environmental (ISO 14001), and Food and Safety (FSSC 22000) standards. Act as a Link between bottlers and CPS Plant. Represents the customer requirements within the CPS manufacturing plant, coordinates problem solving and communicates action plans.

Requirements:
Education: Bachelor’s degree

Language: English – proficient; Fully Bilingual (Spanish-English preferable)

Experience: Two to three years of experience in Customer Service or related field. Experience working with SAP and proficient with Excel, Word and Power point.

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.

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. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.