Logistics Customer Engagement Specialist at The Coca-Cola Company

Key Purpose

• The Logistics Customer Engagement Specialist is responsible for elevating the customer experience through proactive engagement, data-driven insights, and seamless collaboration across the logistics value chain. This role champions the voice of the customer by analyzing feedback, resolving escalations, and driving targeted engagement programs that enhance satisfaction and strengthen loyalty. Working closely with Distribution, Warehouse, Supply Chain, and Sales teams, the specialist ensures operational excellence by reducing service failures, improving delivery performance, and enabling On Time, In Full execution. Ultimately, this role exists to create a frictionless customer journey, boost service quality, and support continuous improvement across Logistics.

Key Duties & Responsibilities    
Key Outcome

Customer Feedback & Insight Analysis

• Conduct a thorough analysis of customer feedback data (surveys, complaints, social media) to identify recurring issues and areas for service improvement.
• Analyze customer engagement metrics (e.g., interaction frequency, response times, feedback campaign participation) to gauge customer satisfaction and engagement levels.
• Compile and present detailed reports on customer behavior and preferences, providing actionable insights to the Interaction teams and relevant stakeholders.

Customer Engagement Program Execution

Plan and execute customer engagement programs, including loyalty initiatives, feedback campaigns, and personalized communication strategies.

• Develop and implement targeted customer communication plans to enhance engagement and drive sales.
• Monitor and evaluate the effectiveness of engagement programs, adjusting as needed to optimize results.
• Collaborate with the channel marketing and sales teams to align customer engagement initiatives with overall business objectives.

Customer Issue Resolution & Escalation

• Manage customer query escalations, ensuring timely resolution and providing clear feedback on resolutions to customers.
• Collaborate with distribution, warehouse, supply chain and sales to resolve complex customer issues.
• Maintain detailed records of customer issues and resolutions, ensuring compliance with CCBSA standards.
• Compile weekly reports on customer-related issues, highlighting trends and areas for improvement.

Distribution & Logistics Collaboration

• Collaborate with Distribution and Warehouse teams to manage customer engagements related to night deliveries, focusing on reducing Full Beverage Returns.
• Support all Logistics productivity initiatives, ensuring that On Time In Full Sunday deliveries are met.
• Act as a liaison between the customer, and the distribution teams, to help ensure that all customer expectations are met.
• Communicate customer delivery issues to the distribution teams in a timely manner.

Skills, Experience & Education    
Education

• A bachelor's degree in Marketing, Communications, Business Administration, Public Relations, Supply Chain, or Logistics.

Experience

• 3-5 years of experience in a customer service, customer engagement, marketing, or sales support role.
• Hands-on experience in areas like customer communication, complaint resolution, feedback analysis, and CRM system utilization.
• Familiarity with customer engagement tools and platforms (e.g., CRM systems, helpdesk software, social media management tools).
• Experience in report generation, and data analysis relating to customer engagement.

Skills 

• Excellent ability to communicate clearly, concisely, and empathetically with customers across various channels.
• Strong ability to understand customer needs, resolve issues effectively, and provide exceptional service.
• Ability to analyse customer feedback, engagement metrics, and CRM data to identify trends and insights.
• Ability to liaise with customer, logistics, and sales to ensure smooth operations and delivery.
• Ability to participate problem solving in logistics problems impacting customer service.

Deadline:27th February,2026