Coca Cola

Location(s):

Eswatini

City/Cities:

Manzini

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

July 15, 2025

Shift:

Job Description Summary:

A. JOB SUMMARY:

To Enable and Drive Beverage for Life strategy, Customer Account Analyst role is a key role in the Supply Chain Services organization:

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 locations, Product Skews>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 may be required to manage multiple bottlers of low to moderate complexity or 1 bottler with high levels of complexity.

The purpose of this role is to manage operational activities relating to concentrate and beverage base supply from one primary supply plant and to 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. In some cases, the customer account specialist will have responsibility for managing supply from multiple supply locations in support of the one face to the customer strategy.

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 Customer Account Specialist will be responsible to support and work closely with the Franchise Manager and the Africa Customer Manager (CRM) for the plant in developing these relationships, identifying and implementing end-to-end Supply Chain Solutions and improvements that maximise value to the system.

B. KEY DUTIES/RESPONSIBILITIES:

The Key responsibilities of the CAS are outlined below, The CAA will perform these duties on their specific accounts and may be required to coordinate across more than one plant.

Core Activities Including:

Customer Engagement & Account Management - 25%

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 customer 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 - 25%

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.

Inventory management - 25%

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

NPI Management and Support - 10%

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

End-to-end value creation - 10%

Identify areas of productivity & cost saving opportunities such as in the area of supply models, transport and package optimisations, work with other SS functions and plant 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

Review with planners the inventory policy for your customer’s portfolio, develop and agree recommendations regarding stock holding & manufacturing policy

Other - 5% Many customers and markets that have unique supply requirements in terms of transportation, customs regimes, 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 Supply Model Mgt.

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.

Environmental Management, Occupational Health & Safety, and Food Safety & Quality

• Cooperate and follow instructions given by the employer (CONCO Leadership Team), Commissioner of Labour, Inspector or any other person lawfully authorized to give such instructions in keeping the working conditions safe and without risk to health and injury in the field of that activity.
• Use, any means, appliance, equipment or other safety devise for securing safety and health as provided by the employer (CONCO Leadership Team) for use and protection of the employee or property in any process as per the instructions given by the employer or any person lawfully authorized to do so.
• Report to the employer (Conco Leadership Team) any situation as soon as it becomes unsafe or unhealthy, or where an accident occurs report such accident to the employer or supervisor.
• Ensure adherence to Environmental management, occupational health and safety, Food safety and quality procedures, work instructions, and work aids and not compromise the environment, occupational health and safety, food safety and quality.
• Report all environmental, occupational health and safety, food safety and quality related incidents to their immediate supervisor without delay.

C. FINANCIAL/ JOB SCOPE:

Depending on geography and plant accounts assigned, Customer Account Specialist will be responsible for

• Average Sales up to 4 million Units of Concentrate supplied across 1 or more countries, depending on size and may have multiple forecast partners, depending on complexity.
• Deliveries of 500+ annually | Up to 130 Beverage Product SKU’s
• Working with the customer to optimize freight costs of up to Millions of emalangeni.
• Managing inventory exposures on behalf of a business unit of up to Million emalangeni
• Managing supply across multiple Bottling Partners and Franchise
• Balancing operation requirements form different CPS plants.

The Customer Account Specialist is also expected to support negotiation with partners regarding costs for issues such as freight, non-conforming product etc.

Job scope includes working with bottling partners primary supplied from one Concentrate plant to realize end-to-end supply chain system savings

D. ORGANIZATION IMPACT/ INFLUENCE:

• Act as a Link between bottlers and CPS Plant.
• Manage the plant operational relationship for the assigned customers/Business Units in conjunction with the Supply Chain and CRM Managers including the responsibility for issue resolution.
• Engage with OU /Franchise functions across a broad spectrum; finance, technical, commercialization, quality etc.
• Represents the customer requirements within the CPS manufacturing plant, coordinates problem solving and communicates action plans.
• Maintain positive working relationship development with all other sister manufacturing plants and speak one voice to the customer.
• Can be located remotely from direct Manager location.

E. SUPERVISORY RESPONSIBILITIES:

No direct reports - Self contributor

F. RELATED JOB REQUIREMENTS/ QUALIFICATIONS:

• Ability to work Autonomously.
• SAP S&D Module
• Empowered and self-starter as manager can be remotely located
• Project Management skills
• Commercial, technical & financial knowledge.
• Presentation skills (face to face and virtual)
• Product & process knowledge of both concentrate & bottling operations
• 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)
• System Knowledge –understanding of our customers BU’s and the functions plus 3rd parties that support
• Computer Skills –Advanced Microsoft Excel, Word and Power Point
• Problem Solving & analytical Skills.
• Language requirements - Business proficiency in English plus another language is desirable.
• Reliability – the ability to provide what is promised, dependably and accurately.
• Assurance – Knowledge and courtesy shown to our customers in all communications.
• The ability to convey trust, competence and confidence.
• Tangibles – Proactively and independently deliver value in ambiguous environments
• Empathy – Show that you care and provide individual attention to all customers.
• Responsiveness – providing prompt support to our customer’s maximizing their opportunity
• Ability to maintain high level of professionalism under pressure.

G. EDUCATIONAL REQUIREMENTS:

• University/Bachelor’s degree in a Supply Chain or Business discipline. Other qualifications may be considered if supported by appropriate work experience
• 3-5 years’ experience in Customer service, supply-chain roles or Commercial roles or sales.

H. CULTURAL DIVERSITY:

• Fluent written and spoken English required.
• Foreign languages may be required, depending on customer responsibility and Interaction with associates in other counties (French, Portuguese, Arabic)
• Ability to operate in a multi-cultural environment
• Depending upon the customer, it is necessary to deal on a daily basis with individuals from different parts of the world. It is necessary to have an understanding and show respect for the differences in cultures.

I. ANALYSIS:

• Handling plant supply related issues (out of stock, quality related) and developing solutions to mitigate them working with bottlers to minimize frustration & extra-cost.
• Be able to respond to difficult situations for customers under pressure and maintain high level of professionalism. Managing conflict situations in a calm and reasoned manner.
• Analyzing changes/trends in demand and how these will affect product availability or stock levels.
• Analyzing stock exposures, determining responsibility and root cause of these exposures.
• Providing accurate data for customer facing metrics reporting.
• Dealing with SAP functionality issues.
• Problem solving mind-set and flexible
• Root cause analysis of late shipments and customer complaints in order to implement strong robust solutions.
• Apply operational excellence tools and techniques to continuously improve our processes and eliminate waste.

J. JUDGEMENT AND DECISION MAKING:

• Decisions made directly will be related to
  • determination of product availability and how to manage shortages for orders
  • how risk associated with aging stocks can be mitigated and provided for in the monthly MRB
  • Assessing complaints from customers and how they should be handled, investigated and whether corrective actions are robust enough
• Effective handling and prioritization of customer requirements
• Handling and resolution of supply related issues (out of stock, quality related) and developing strong robust solutions to mitigate them.
• Be able to respond to difficult situations, work under pressure and maintain high level of professionalism at all times.
• Managing conflict situations in a calm and reasoned manner.
• Analyzing stock exposures, determining where the responsibility lies and what has caused these exposures (MRB/AOS)
• Providing accurate data for reporting on internal processes and customer facing metrics
• Dealing with SAP functionality issues.
• Proactively demonstrating a problem-solving mind-set and flexible
• Coordinate and support the root cause analysis of late shipments, supply shortages and customer complaints to implement strong robust solutions.
• Apply operational excellence tools and techniques to continuously improve our processes and eliminate waste.

K. WORKING CONDITIONS:

• The position operates primarily in a plant office environment with visits to other company, bottler, or supplier’s facilities. Hazards & risks are the normal ones relevant to travel activities.

L. TRAVEL REQUIREMENTS:

• The role requires national and international travel, this is normally planned in advance but from time-to-time person may be required to travel with little advance warning.
• Travel will make up approx. 10 - 20% regional (CPS plants, bottlers and customers location in Europe, Eurasia and Africa).

M. Growth Behaviours

DRIVE INNOVATION:

• Be constructively discontent. Identify and evaluate growth opportunities with a results mindset.
• End-to-End Business improvements

COLLABORATE WITH THE SYSTEM, CUSTOMERS & KEY STAKEHOLDERS:

• Understand goals, motivations and strengths of key stakeholders. Collaborate and leverage common ground as foundations for credible, long term relationships.

ACT LIKE AN OWNER:

• Set and accomplish ambitious goals and objectives. Hold self & others accountable for results.

INSPIRE OTHERS:

• Communicate a compelling vision & strategy; translate complex strategies into clear, understandable course of action.

DEVELOP SELF & OTHERS:

• Build diverse inclusive teams and engage all members.

N. ADDITIONAL INFORMATION:

The role is an important role within the CPS organisation – it is the primary daily link between the bottling supply chain and the CPS plant. The role is intended to provide a smooth interface on supply between the bottling and concentrate plant, ensuring supply issues are minimised and improvement opportunities are identified and acted upon in a timely manner.

The role makes dual representations: a high level of professionalism and flexibility is required at all times.

• Within the concentrate system, the CRM working with the CRM Manager provides the link to the bottling system and makes representations on their behalf

From the perspective of the bottling system, this role is ‘the contact from’ the CPS plant relating to day to day concentrate and juice supply requirements

Skills:

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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