Overview

The purpose of this role is to liaise 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

Execute customer order & forecast capture via the Customer Portal in line with agreed schedules, ensuring data is accurately entered and reflected in SAP
Support forecast review processes by highlighting variances and exceptions for appropriate escalation level
Manage order exception management activities, including order validation, acknowledgement & appropriate escalation
Manage end-to-end order execution from receipt through shipment and delivery to customer, ensuring timely progression through all process steps
Coordinate with internal teams and external partners (e.g. carriers) to support on-time delivery, including freight booking and shipment tracking
Maintain accurate freight cost records, including non-standard shipment charges, ensuring correct system updates
Prepare and manage all shipping and export documentation, including coordination with regulatory bodies (Chambers of Commerce, Embassies, Banks, etc.) and courier dispatches
Provide customer communication on order status, delivery updates, and issue resolution, escalating risks or complaints where needed
Maintain customer product portfolio data to ensure accuracy and system integrity
Support CRM processes, including execution of product discontinuations and system updates
Identify process inefficiencies and support continuous improvement initiatives, focusing on standardisation and productivity
Support implementation of new tools, processes, and ways of working, particularly enabling digital and portal adoption
Ensure full compliance with internal and external requirements (GCS, SOX, AIBI) and adherence to PepsiCo policies

Qualifications

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
Excellent communication/interpersonal skills, both verbal and written
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 Health & Safety requirements is a requirement of this role.
Experience working with customer portals, order management tools or shared service environments desirable.
Understanding of international logistics, export documentation, Incoterms and customs requirements desirable.
Strong attention to detail, with ability to manage compliance-sensitive documentation and data.
Ability to work within defined SOPs while recognising when issues require escalation.
Strong customer communication skills, including ability to provide clear and timely written updates.
Experience with Excel, reporting trackers, Power BI or performance reporting tools desirable.
Ability to manage multiple priorities, deadlines and customer requirements in a fast-paced environment.
Strong understanding of order management, logistics, and execution processes
Track record of driving performance through KPIs and structured management routines
Experience managing escalations and operating in high-pressure environments
Proficiency in SAP and reporting tools, with strong data discipline
Excellent stakeholder and people leadership skills
Ability to drive standardisation, continuous improvement, and operational efficiency

Import / Export Associate Analyst