Country Lead – Customer Care and Support.

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.

Skills Required:

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