Customer Support Specialist

Job Description

East Africa Bottling S.C., a subsidiary of Coca-Cola Beverages Africa and the exclusive bottler of Coca-Cola products in Ethiopia, is pleased to invite passionate and qualified candidates to apply for the position of Customer Support Specialist.

In this role, you will support distributor performance by overseeing primary sales execution, monitoring stock levels and payments, and ensuring excellent customer service. You will report to the Country Lead – Customer Care and Support and play a key role in strengthening customer and distributor engagement.

Key Duties & Responsibilities

• Accurately capture and enter customer orders into the system from assigned regions in a timely manner.
• Monitor distributor stock levels and proactively initiate replenishment to prevent out-of-stock situations.
• Coordinate with the logistics team to ensure timely and complete delivery of customer orders.
• Check credit customers’ account balances to confirm orders are within credit limits and support timely collections.
• Respond to customer and distributor inquiries and complaints professionally, ensuring quick and effective resolution.
• Provide administrative and operational support to the sales team to enable focus on frontline execution.
• Prepare and share regular reports on order status, stock visibility, and customer support metrics.
• Support capability-building initiatives and onboarding for distributors to enhance operational performance.
• Collaborate with sales, finance, and logistics teams to ensure seamless execution and issue resolution.

Skills, Experience & Education

• First Degree in business-related fields with a minimum of 3 years of experience in a customer support, sales coordination, or distributor management role, preferably within the FMCG sector.
• Prior experience in a similar fast-paced commercial environment is an advantage.
• Exposure to sales operations, order-to-cash processes, or customer engagement systems is highly desirable.
• Strong communication skills with the ability to engage assertively and respectfully across internal teams and external partners.
• Proven ability to analyze data and identify patterns in distributor performance, customer issues, and operational gaps.
• Solid understanding of sales and distribution processes, with a keen awareness of customer service standards and market dynamics.
• Customer-focused mindset, with a strong drive to meet service expectations and build long-term relationships with distributors and customers.
• Highly organized with attention to detail and a proactive approach to issue resolution and process improvement.

Skills Required:

• Customer / Service / Secretarial
• Sales / Marketing / Business / Management