Customer Support Analyst - Temporary

PepsiCo · Miguel Hidalgo

Overview

CAREERS TO SMILE ABOUT

At PepsiCo, you’ll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay’s and Quaker, our work touches millions of people every day.

At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.

Whatever your role, you’ll be part of a global community that values your ideas and empowers you to make an impact, on your career and on the world around you.

Responsibilities

The Opportunity

The Customer Account Specialist (CAS) will own accurate order execution and management through the value chain and lead professional, solution-oriented communication with both internal and external business partners. This person will be responsible for end-to-end customer order management of PepsiCo products for assigned customers from receipt through delivery to customer warehouses and/or stores. CAS will be accountable for quality of customer service and driving compliance to KPIs related to team’s customer network, including, but not limited to improved fill rates, on-time delivery, bracket compliance and waste mitigation.

Your Impact

As Customer Service Assoc Analyst your functions would consist of …

Manage customer orders from receipt through delivery to customer warehouses/stores ensuring order accuracy and timely release to distribution center – orders submitted with normal lead time released to the warehouse within 2 hours and all communications from internal and external business partners responded to within 2 hours – executing actions
Identify and resolve order level issues, including, but not limited to product fulfillment, on-time delivery, customer transportation, allocations, quality/freshness – executing actions
Provide proactive communication to customer, sales and key leadership stakeholders to share order status, product availability, warehouse/transportation delays and recovery timing – executing actions
• Monitor data integrity between PepsiCo and customer systems to support timely and accurate order generation to deliver key business initiatives including promotions, innovation launches, discontinuances, seasonal/limited time offerings and item attributes (product weight, unit of measure, TI/HI) – executing actions
Collaborate cross functionally partnering with customer and internal stakeholders to reconcile supply chain challenges, replenishment and/or forecasting gaps and drive productivity increasing payloads, reducing loose case pick and mitigating deductions/returns – executing actions
Ensure clear understanding of assigned customers’ agendas and track performance trends – executing actions
Keep CIC Associate Manager informed and abreast of any customer service issues that could warrant further discussion and require support – executing actions

Qualifications

Who Are We Looking For?

Written & Verbal Fluency in English
BA/BS degree with 2 plus years of experience in Order Management, Inventory Replenishment, Demand or Supply Planning, Logistics, Procurement, Supply Chain or Customer Service
Strong written and verbal communication skills with the ability to adapt style to needs of audience
Strong problem solving, issue resolution, influencing and prioritization skills
Critical thinking skills with analytical and continuous improvement mindset
Ability to develop and improve customer relations
Innovation mindset with ability and willingness to adapt and integrate new technology, processes, and ideas to drive efficiency
Proficiency in MS Office suite (Excel, Word, Outlook, Power Point)
Learning agility with ability to quickly learn SAP and Tableau

If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements.

What can you expect from us:

Opportunities to learn and develop every day through a wide range of programs.
Internal digital platforms that promote self-learning.
Development programs according to Leadership skills.
Specialized training according to the role.
Learning experiences with internal and external providers.
We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
Financial wellness programs that will help you reach your goals in all stages of life.
A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.