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Country Lead – Customer Care and Support. at East Africa Bottling Share Company - Coca Cola
Position Title: Country Lead – Customer Care and Support.
Employer: East Africa Bottling Share Company - Coca Cola
Employment: Full-Time | Contract
Place of Work: Addis Ababa - Ethiopia
Posted date: 6 months ago
Deadline: Submission date is over
Job Description
East Africa Bottling S.C., a subsidiary of Coca-Cola Beverages Africa and the exclusive bottler of Coca-Cola products in Ethiopia, invites passionate and qualified candidates to apply for the position of Customer Support Specialist. The successful candidate will report directly to the Country Lead – Customer Care and Support.
In this role, you will:
- Support distributor performance by overseeing primary sales execution.
- Monitor stock levels and payments.
- Ensure excellent customer service.
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.
