Customer Service Representative

Overview

Are you an experienced Customer Service Representative looking for your next opportunity? If so, this temporary opportunity on our Supply Chain team could be the one for you. In this role you will be liaising with a portfolio of customers in the co-ordination of their forecasts, orders (from end to end including shipping documentation and export processes) and product lifecycle activities to deliver customer service to agreed SLA metrics.

Responsibilities

• Provide validated forecast and order requirements to ensure maximum supply chain efficiencies across Purchasing / Supply Planning / Operations (Production & Warehousing) / Finance and Distribution;
• Process customer forecasts as per agreed schedule & ensure the forecast and orders are aligned correctly to drive the correct signal in SAP. Ensure there is clarity at all times between the source of data within SAP
• Monitor and report on volumes as required within the business
• Identify and resolve changes in demand pattern.
• Support S&OP process and participate in monthly review with key customers.

Manage customer orders from receipt through shipment and arrival at destination. This includes:

• Order review, entry (including Order lead-time adherence, and order alignment with forecast) and acknowledgement
• Liaising with internal departments and external third parties to ensure on time delivery – including carriers for freight management
• Maintaining timely and accurate freight charges of any non-standard shipment costspreparation/presentation of shipping documents, including liaison with Chambers of Commerce, Embassies, Banks and other regulatory authorities. Arrangement of courier dispatches where required
• Effective and consistent communication with customers on any changes to customer deliverables and complaint management

Co-ordinate product life-cycle activities, executing processes to deliver successful introduction of New Products.

• Post launch, work with market to understand the performance of the product and its outlook
• Maintain the product portfolio for each customer, reflecting the product’s lifecycle status, relative uniqueness and other key supply chain risk drivers
• Work with CRM to facilitate the management of discontinuances process

Identify areas of opportunity which will improve the standard of customer service or identify areas for cost savings to eliminate waste from the business.

• Participate in development and implementation of new customer services processes and improvements.
• Meet all internal & external compliance responsibilities including GCS, SOX & AIBI.
• Adherence to all PepsiCo Health & Safety requirements is a requirement of this role.

Qualifications

Knowledge and Experience Required:

• 3rd Level educational qualification in Supply Chain, Business or Related Discipline desirable.
• Previous experience in a fast-paced supply chain environment, with experience of customer facing activities and communication essential.
• Experience of working with SAP system is critical
• Analytical, with a proven ability to problem solve and make quick decisions
• Be capable of working effectively in a cross functional environment, and with multiple organizations and nationalities

Additional Desired qualifications:

• Export Documentation Experience would be beneficial

Who We are:​

• We are a Manufacturing Unit in PepsiCo, sourcing ingredients to manufacture more than 1,200 recipes for PepsiCo’s mega brands including Gatorade, 7Up and Pepsi.​
• We are a global organization offering careers in various functions from Manufacturing, Supply Chain, Procurement, Quality, Finance, R&D, HR and IT.​
• We are passionate about creating and delivering much-loved household brands to markets across the world.​

At PepsiCo, opportunity is for everyone:

• Recognised as a Great Place to Work in Ireland, PepsiCo fosters a culture of diversity, equity and inclusion with acceptance and respect for all employees. ​
• ‘A space to be you’ is our initiative that creates a collaborative, equitable and inclusive space where everyone, regardless of what we look like, where we come from or who we love, has a voice.​
• PepsiCo is a supportive work environment that provides a sense of community for employees. We work with our employees to ensure they have reasonable accommodations they need to be at their best.​
• pep+ (PepsiCo Positive) is a core strategy of PepsiCo, placing sustainability at the centre of our business to have a positive impact on the planet and people.