Job Description

PepsiCo Vacancies – Customer Service Coordinator

Customer Service Coordinator

Company: PepsiCo Vacancies

Job Description

Overview
PepsiCo products are enjoyed more than one billion times daily across over 200 countries and territories. Our portfolio includes iconic brands such as Lay’s, Doritos, Cheetos, Gatorade, Pepsi-Cola, Mountain Dew, Quaker, and SodaStream, contributing to over $79 billion in net revenue in 2021. Guided by our vision to Be the Global Leader in Beverages and Convenient Foods through PepsiCo Positive (pep+), we focus on sustainable growth, creating value, and inspiring positive change for people and the planet.

Responsibilities

• Manage the full lifecycle of customer orders for assigned customers and distribution centers (DCs).
• Oversee daily booking processes for DC deliveries, ensuring accurate scheduling across product categories, including Pioneer and Snacks.
• Plan and validate orders, confirming correct plant allocation and redirecting orders to optimize fulfillment.
• Monitor order sizes and collaborate with sales teams to adjust volumes for efficient truck utilization.
• Consolidate smaller orders into full truckloads to drive freight productivity and maintain accurate bookings in the customer portal.
• Coordinate booking slot communications with transport planners to ensure timely dispatches.
• Track compliance with booking slots, delivery fill rates, and on-time performance (OTIF) to maximize efficiency.
• Participate in weekly customer service meetings, providing updates on order execution, fill rates, and delivery performance.
• Compile and report weekly KPIs using the standardized Customer Order Management scorecard to support continuous improvement.
• Maintain transparent communication with customers regarding order status, errors, and post-order resolutions.
• Prepare ASN (Advance Shipment Notice) reports and share with customers and commercial teams.
• Monitor stock-on-hand at customer DCs, liaising with buyers and sales teams to avoid stockouts or overstocking.
• Resolve customer complaints promptly, identifying root causes, proposing solutions within SLA timelines, and coordinating with internal teams.
• Follow communication procedures, guidelines, and policies for all customer interactions via phone and email.

Qualifications

• Grade 12 or equivalent.
• Minimum 2 years’ experience in a fast-paced supply chain environment.
• Basic data analysis skills.
• Knowledge of FMCG products and markets.
• Understanding of diverse customer bases.
• Basic ERP system knowledge.
• Extensive SAP experience, particularly in ordering.

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