Job Description

Overview:
About PepsiCo
PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes Lay's, Doritos, Cheetos, Gatorade, Pepsi-Cola, Mountain Dew, Quaker, and SodaStream. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated.
Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the centre of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people. For more information, visit Responsibilities:
What we're looking for:
The Customer Support Associate plays a critical role in managing the full life cycle of customer orders for a defined customer group. This includes overseeing DC deliveries, addressing manual order and contact queries, combining loads, and ensuring all operational requirements are met.
The role maintains full ownership from order receipt to final delivery, ensuring seamless coordination with Transport Planning, Supply Planning, and Warehouse teams. A key focus is on maintaining the accuracy of RDD (Requested Delivery Date for PD) while actively engaging with the Customer DC Controller.
The associate also works closely with Commercial counterparts to ensure clear visibility and alignment, helping to drive on-time deliveries and proactive customer communication. Customer issues are managed end-to-end -- from initial complaint to resolution -- with detailed records maintained throughout.
Additionally, the role supports the consolidation of portfolios, with responsibilities assigned by region and across product categories (e.g., Pioneer and Snacks). This structure enhances efficiency and truck utilization. The associate contributes to building a strong community of practice by sharing best practices across roles and ensuring consistent execution. Weekly KPIs are tracked and reported using the standardized Customer Order Management scorecard to support continuous improvement.

• Manage the full lifecycle of customer orders across category for allocated customer and DC's.
• Oversee the daily booking process for customer DC deliveries, ensuring accurate scheduling across Pioneer and Snacks categories.
• Plan and validate daily orders, confirming correct plant allocation and redirecting orders when necessary to ensure optimal fulfillment.
• Monitor order sizes (pallets and weight) to stay within truck capacity, working with the sales team to adjust order volumes as needed.
• Drive freight productivity by consolidating smaller orders into full truckloads where possible, and maintain accurate bookings via the customer portal.
• Act as the custodian of booking slot communication, coordinating with transport planners to ensure timely vehicle scheduling.
• Track daily compliance to the booking slots(actual deliveries made to customers according to the committed booking slot) and delivery fill-in rates to maximize efficiency.
• Participate in weekly customer service meetings, providing updates on fill rates, order execution and customer delivery performance.
• Track weekly turnaround times (TAT) for customer DC deliveries and follow up on customer returns where applicable.
• Compile and report weekly KPIs through a standardized customer scorecard to support visibility and continuous improvement.
• Maintain transparent communication with customers regarding order status, errors, and post-order resolutions.
• Compile ASN(advance Shipment Notice) reports for orders due within the week and share with the customers and commercial teams.
• Maintain a tracker for all orders, indicating status of the orders waiting for Planning, Transport planning status, loading and offloading.
• Monitor stock-on-hand (SOH) levels at customer DCs and liaise daily with buyers and internal sales teams to avoid stockouts or overstocking.
• Coordinate daily booking slots with Freight Planning to ensure alignment with planned dispatches.
• Drive OTIF (On Time In Full) performance for internal teams and across customer groups.
• Resolve customer complaints promptly by identifying root causes, proposing solutions within SLA timelines, and ensuring follow-up for resolution. Connect with the relevant teams internally to understand the root cause and consolidate the feedback to the customer and commercial teams
• Follow communication procedures, guidelines and policies
• Resolve customer complaints via phone or email

Qualifications:
What will qualify you for the role:

• Grade 12 or equivalent
• Minimum of 2 years' experience within fast-paced supply chain operation
• Basic data analysis skills
• Knowledge of FMCG products and market
• Understanding of a diverse customer base
• Basic understanding of ERP system process
• Extensive SAP knowledge (especially in ordering)

"PepsiCo is an Equal Opportunity Employer in line with the Employment Equity Act"

Skills Required