Specialist, Customer Service

Job Description Summary:

We are looking for a Customer Service Specialist to join our Supply Chain Team. This is a key role focused on customer engagement, forecast management, and order fulfillment.

The successful candidate will work closely with customers and internal stakeholders across demand planning, order management, complaint management, customer relationship management, and continuous improvement initiatives. The role requires strong collaboration with the Operating Unit (OU) and Bottlers to understand market trends and demand signals, and to deliver updated forecasts through collaborative planning, forecast replenishment, and S&OP routines.

The Customer Service Specialist will also partner with internal functions including Quality, Planning & Logistics, Finance, and Production to ensure customer requirements are fulfilled effectively and efficiently.

As the primary customer advocate within the organization, the role represents the Voice of the Customer to the plant, driving customer satisfaction, service excellence, and on-time delivery performance.

Key Duties

• Serve as the primary point of contact for assigned bottlers, ensuring excellent customer service and issue resolution.
• Collaborate with customers, bottlers, and Operating Unit (OU) teams to manage demand forecasts, orders, and inventory.
• Lead customer engagement activities, including performance reviews, service level management, and continuous improvement initiatives.
• Support monthly S&OP processes and drive forecast accuracy through data analysis and collaborative planning.
• Monitor inventory and implement actions to mitigate excess stock, obsolescence, and supply risks.
• Coordinate new product launches, reformulations, and product discontinuations with internal and external stakeholders.
• Identify and implement end-to-end supply chain improvements that enhance service, reduce costs, and create value.
• Champion digital supply chain tools and processes, including IBP, Salesforce, and Control Tower.
• Ensure compliance with customer-specific and market-specific supply requirements, regulations, and supply chain policies.
• Act as the Voice of the Customer within CPS, driving customer satisfaction and on-time, in-full delivery performance.

Supervisory Responsibilities and Organization Impact/Influence

• No direct reports.
• Coordinate external training vendors and support capability development activities.
• Influence cross-functional stakeholders and bottling partners to enhance customer service, forecast accuracy, and supply chain performance.
• Support continuous improvement initiatives that drive customer satisfaction and operational excellence.

Job Requirements/Qualifications

• Experience in Customer Service, Supply Chain Planning, Demand Planning, Order Management, Logistics, or a related field.
• Experience working directly with customers and managing cross-functional stakeholder relationships.
• Experience in forecast management, inventory management, and S&OP processes.
• Strong problem-solving and analytical skills
• Fluent Japanese, Basic English proficiecy
• Experience with SAP, IBP, Salesforce, or similar business systems preferred.
• FMCG, beverage, food, or manufacturing industry experience is an advantage.

Education

• Bachelor's Degree

Technical Skills & Certifications / Core Competencies

• Proficiency in SAP, IBP, Salesforce, Excel, and other supply chain planning systems.

• Strong reporting, data analysis, and presentation skills.

• Knowledge of demand planning, inventory management, S&OP, and order management processes.

• Experience working with ERP systems and supply chain digital tools.

• APICS or other relevant supply chain certifications are a plus.

Core Competencies

• Accountability and ownership mindset.

• Strong customer service orientation.

• Proactive, flexible, and results-driven approach.

• Excellent problem-solving and strategic thinking skills.

• Effective negotiation, communication, and stakeholder management skills.

• Strong teamwork and collaboration capabilities.

• Excellent time management and prioritization skills.

Skills:

Location(s):

City/Cities:

Travel Required:

Relocation Provided:

Job Posting End Date:

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.