Job Description

Coca Cola Beverages South Africa has an exciting opportunity in the Logistics Department. We are looking for a seasoned individuals with necessary skills & experience for four (4) Customer Engagement Specialist roles reporting into the Logistics Costumer Engagement Manager.
Key Duties & Responsibilities
Key Outcome
Customer Feedback & Insight Analysis

• Conduct a thorough analysis of customer feedback data (surveys, complaints, social media) to identify recurring issues and areas for service improvement.
• Analyze customer engagement metrics (e.g., interaction frequency, response times, feedback campaign participation) to gauge customer satisfaction and engagement levels.
• Compile and present detailed reports on customer behavior and preferences, providing actionable insights to the Interaction teams and relevant stakeholders.

Customer Engagement Program Execution

• Plan and execute customer engagement programs, including loyalty initiatives, feedback campaigns, and personalized communication strategies.
• Develop and implement targeted customer communication plans to enhance engagement and drive sales.
• Monitor and evaluate the effectiveness of engagement programs, adjusting as needed to optimize results.
• Collaborate with the channel marketing and sales teams to align customer engagement initiatives with overall business objectives.

Customer Issue Resolution & Escalation

• Manage customer query escalations, ensuring timely resolution and providing clear feedback on resolutions to customers.
• Collaborate with distribution, warehouse, supply chain and sales to resolve complex customer issues.
• Maintain detailed records of customer issues and resolutions, ensuring compliance with CCBSA standards.
• Compile weekly reports on customer-related issues, highlighting trends and areas for improvement.

Distribution & Logistics Collaboration

• Collaborate with Distribution and Warehouse teams to manage customer engagements related to night deliveries, focusing on reducing Full Beverage Returns.
• Support all Logistics productivity initiatives, ensuring that On Time In Full Sunday deliveries are met.
• Act as a liaison between the customer, and the distribution teams, to help ensure that all customer expectations are met.
• Communicate customer delivery issues to the distribution teams in a timely manner

Functional Capabilities

• Customer Relationship Management (CRM) Management
• Customer Feedback Analysis & Reporting
• Customer Communication & Interaction Management
• Customer Issue Resolution & Escalation
• Customer Engagement Program Delivery

KBI

• Customer Satisfaction Score (CSAT/NPS)
• Customer Retention Rate
• Average Customer Response Time
• First-Contact Resolution Rate
• On Time In Full Sunday Delivery Compliance
• Full Beverage Return Reduction
• Truck turn around times (TAT)

Skills, Experience & Education
Education
A bachelor's degree in Marketing, Communications, Business Administration, Public Relations, Supply Chain, or Logistics.
Experience

• 3-5 years of experience in a customer service, customer engagement, marketing, or sales support role.
• Hands-on experience in areas like customer communication, complaint resolution, feedback analysis, and CRM system utilization.
• Familiarity with customer engagement tools and platforms (e.g., CRM systems, helpdesk software, social media management tools).
• Experience in report generation, and data analysis relating to customer engagement.

Skills

• Excellent ability to communicate clearly, concisely, and empathetically with customers across various channels.
• Strong ability to understand customer needs, resolve issues effectively, and provide exceptional service.
• Ability to analyse customer feedback, engagement metrics, and CRM data to identify trends and insights.
• Ability to liaise with customer, logistics, and sales to ensure smooth operations and delivery.
• Ability to participate problem solving in logistics problems impacting customer service.

General
The advert has minimum requirements listed. Management reserves the right to use additional or relevant information as criteria for short-listing.
Interested applicants, who meet the above employee specifications, should please apply. Suitable equity candidates will be given preference in line with our Equity Plan.
Policy
At Coca-Cola Beverages Africa we are proud to celebrate diversity and we strive to achieve an equal opportunity workplace by being cognisant of affirmative action requirements. It is our policy to be mindful and compliant with all our regional requirements and national laws for those regions. Employment at Coca-Cola Beverages Africa is based solely on an individual's merit and qualifications directly related to their field of competence. We do not discriminate against an employee or potential employees because race, colour, religion, sex, national origin, sexual orientation, age, marital status, disability and gender identity.
At the heart of our recruitment processes is the need to create a value driven experience for all applicants. To all recruitment agencies: Coca-Cola Beverages Africa does not accept agency resumes for roles that we post and make available. Please do not forward any resumes to any Coca-Cola Beverages Africa employees and Talent Teams as we are not responsible for any fees related to unsolicited resumes.