Customer Accounts Specialist At Coca-Cola Egypt
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.
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.
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.
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)