Permanent Customer Service Coordinator – PepsiCo Vacancies
Job Description
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PepsiCo Vacancies – Customer Service Coordinator
Customer Service Coordinator – PepsiCo Vacancies
Overview
PepsiCo is a global leader in beverages and convenient foods, with products enjoyed more than one billion times a day across more than 200 countries and territories. Our iconic portfolio includes Lay’s, Doritos, Cheetos, Gatorade, Pepsi-Cola, Mountain Dew, Quaker, and SodaStream. Through our PepsiCo Positive (pep+) strategy, we focus on sustainable growth by placing people and the planet at the center of everything we do.
Role Purpose
PepsiCo Vacancies is seeking a Customer Service Coordinator to manage the end-to-end lifecycle of customer orders for assigned customers and distribution centers. The Customer Service Coordinator ensures accurate order processing, effective coordination across supply chain functions, proactive customer communication, and high service delivery standards to support on-time and in-full performance.
Key Responsibilities
Order Management & Coordination
- Manage the full lifecycle of customer orders across allocated categories, customers, and distribution centers.
- Oversee daily booking of customer DC deliveries across product portfolios, ensuring accurate scheduling and compliance.
- Plan and validate daily orders, confirming correct plant allocation and redirecting orders where required for optimal fulfillment.
- Maintain ownership of orders from receipt through to final delivery, ensuring alignment with Transport Planning, Supply Planning, and Warehouse teams.
Delivery Performance & Optimization
- Monitor order size, pallet configuration, and weight to ensure alignment with truck capacity and logistics requirements.
- Drive freight productivity through load consolidation and full truck utilization.
- Track compliance to booking slots, delivery fill rates, turnaround times, and OTIF performance.
- Coordinate booking slots with freight and transport planners to ensure efficient dispatch and delivery execution.
Customer Communication & Issue Resolution
- Maintain clear and transparent communication with customers regarding order status, delivery updates, and post-order resolutions.
- Manage customer complaints end-to-end by identifying root causes, coordinating with internal teams, and ensuring resolution within agreed SLAs.
- Compile and share advance shipment notices and order status reports with customers and commercial teams.
Reporting & Continuous Improvement
- Maintain accurate trackers reflecting order status across planning, transport, loading, and offloading stages.
- Compile and report weekly KPIs using the standardized customer service scorecard.
- Participate in customer service meetings to provide updates on order execution, fill rates, and delivery performance.
- Support continuous improvement by sharing best practices and contributing to a strong community of practice.
Inventory & Demand Alignment
- Monitor stock-on-hand levels at customer DCs and collaborate with buyers and internal sales teams to prevent stockouts or overstocking.
- Support portfolio consolidation initiatives to improve efficiency and truck utilization.
Qualifications & Experience
Minimum Requirements
- Grade 12 or equivalent qualification
- At least 2 years’ experience in a fast-paced supply chain or customer service environment
- Basic data analysis and reporting skills
- Knowledge of FMCG products and market dynamics
- Understanding of diverse customer requirements
- Basic understanding of ERP processes with strong SAP knowledge, particularly order management
Key Competencies
- Strong communication and customer-focused mindset
- Ability to manage multiple priorities and work under pressure
- Attention to detail and commitment to service excellence
- Proactive problem-solving and collaboration skills
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