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
