Customer Engagement Administrator at The Coca-Cola Company

Job Description    
About the role

• To provide administrative support to the Logistics Customer Engagement team by fostering positive relationships with customers.
• This position focuses on managing daily customer interactions, supporting engagement initiatives, and ensuring a high standard of customer satisfaction to meet business demands.
• The role reports to the Logistics Customer Engagement Manager.
• Extent of the role’s involvement in supervision and other team leadership activities 
• The role has no direct report.

Level of interaction within and outside of the company as well as the nature and purpose of the interaction

• Engages with Customer Engagement Controllers to align on administrative support requirements.
• Engages with the Logistics Interaction Centre on customer issue escalations tracking and aid where required.

Key Duties & Responsibilities    
Responsibilities

Administrative Support

• Serve as the primary point of contact for record keeping related to customer inquiries and concerns.
• Provide prompt, courteous, and effective responses to ensure that business needs are met.
• Ensure effective tracking of customer issues and escalations and provide reporting on query resolutions where required (i.e., Prepare and analyse reports on customer feedback, satisfaction levels, and engagement metrics.
• Manage and track customer feedback through surveys, reviews, and direct interactions.
• Coordinate with other departments to implement engagement strategies and ensure a seamless customer experience.
• Perform general administrative tasks related to customer engagement, including scheduling meetings, maintaining documentation, and managing correspondence.
• Assist in preparing presentations and reports for management and stakeholders.
• Ensure all customer engagement activities comply with company policies and procedures.
• Collaborate with marketing and sales teams to align customer engagement efforts with broader organizational goals.
• Participate in meetings and contribute to discussions on improving customer engagement strategies.
• Participate in meetings and contribute to discussions on improving customer engagement strategies.

Accountabilities

If the incumbent in this role is successful at the job, they will be accountable for the following:

• Engagement Program Support and Execution
• Data Management and Reporting
• Customer Feedback Management

Skills, Experience & Education    
Candidate requirements

• A minimum of a relevant qualification (Diploma/equivalent tertiary qualification in Logistics Management).
• With a minimum of 1 to 2 years’ experience, within in Beverage or Similar Consumer Goods Industry.
• Computer literacy with proficiency in Microsoft products and MSD.