Customer Account Analyst

📌 Core Information 🔹 Job Title: Customer Account Analyst 🔹 Company: The Coca-Cola Company 🔹 Location: Mbabane, Hhohho, Swaziland 🔹 Job Type: Full-Time 🔹 Category: Food and Beverage Services 🔹 Date Posted: July 7, 2025 🚀 Job Overview Key aspects of this role include: - Managing operational activities relating to concentrate and beverage base supply from one primary supply plant. - Ensuring on-time and in-full supply of products to customers, liaising with internal stakeholders to address supply chain issues. - Collaborating with bottlers and Business Units to develop relationships, identify, and implement end-to-end supply chain solutions and improvements. - Managing customer engagement and account management, demand management, inventory management, NPI management, and end-to-end value creation. - Working with diverse teams and stakeholders, both internally and externally, to ensure smooth execution from order placement through to delivery. ASSUMPTION: This role requires a high level of autonomy, strong communication and collaboration skills, and the ability to manage multiple complex accounts. The ideal candidate will have experience in customer service, supply chain, or commercial roles, with a focus on driving operational excellence and improving customer satisfaction. 📋 Key Responsibilities ✅ Customer Engagement & Account Management (25%) - Collaborate with Business Units and customers to ensure plant supply is guaranteed on-time in full and costs are optimized. - Conduct segmentation analysis and develop engagement plans appropriate to the customer. - Facilitate and schedule customer-facing and non-facing meetings to review performance and increase engagement. - Seek frequent feedback from bottling partners and use tools like customer surveys, feedback forms, and customer-facing metrics to deliver world-class levels of customer service. - Develop and maintain Service Level Agreements/Guidelines/Product Catalogues that are agreed with each customer. - Root cause customer complaints to mitigate and eliminate repeat occurrences. ✅ Demand Management (25%) - Gather and analyze forecast information, engage with bottlers to validate and improve plant forecast accuracy. - Align on the plant forecast with Business Unit Finance managers, provide data to underscore deviations in expectations, and incorporate their knowledge as required. - Develop and refine processes to improve forecast accuracy, using tools like the APO system to manage the system input and analyze forecast. - Work with planning teams to actively adjust coverage profiles to mitigate supply risks to concentrate and juice supply. ✅ Inventory Management (25%) - Monitor, analyze, and take mitigation actions based on aging stock reports, in association with internal departments, Business Units, and the Customer. - Work closely with stakeholders in developing mitigating actions against potential stock obsolescence and to ensure all avenues are exhausted to eliminate exposure on plant finished goods and ingredients where appropriate. - Review with planners the inventory policy for your customer’s portfolio, develop and agree recommendations regarding stock holding and manufacturing policy. ✅ NPI Management and Support (10%) - Work closely with Product Portfolio teams, Bottlers, and BU on New Product Launches, ensuring forecast is closely managed in the APO system and there is full alignment with bottlers in terms of launch volumes and/or management of stocks in the case of reformulation. ✅ End-to-end value creation (10%) - Identify areas of productivity and cost-saving opportunities, such as in supply models, transport, and package optimizations. - Work with other SS functions and the plant in approving and implementing these projects to completion, utilizing project management techniques, influencing, and presentation skills to deliver end-to-end value creation opportunities. - Participate on project teams to support and design the implementation of new supply chain models, working with Commercialization and other stakeholders to ensure new product introductions are appropriately prioritized and subsequent discontinuations happen with minimum write-offs and that sales volume needs are planned for. ASSUMPTION: The role requires strong analytical and problem-solving skills, with the ability to manage multiple complex accounts and prioritize workloads effectively. The ideal candidate will have experience in customer service, supply chain, or commercial roles, with a focus on driving operational excellence and improving customer satisfaction. 🎯 Required Qualifications Education: - University/Bachelor’s degree in a Supply Chain or Business discipline. Other qualifications may be considered if supported by appropriate work experience. Experience: - 3-5 years’ experience in Customer Service, Supply Chain, or Commercial roles or Sales. Required Skills: - Ability to work autonomously. - SAP S&D Module. - Empowered and self-starter as manager can be remotely located. - Project Management skills. - Commercial, technical, and financial knowledge. - Presentation skills (face to face and virtual). - Product and process knowledge of both concentrate and bottling operations. - Supply chain and logistics knowledge. - Ability to communicate and collaborate with diverse groups of people. - System knowledge – understanding of customers’ BU’s and the functions plus 3rd parties that support. - Computer Skills – Advanced Microsoft Excel, Word, and PowerPoint. - Problem-solving and analytical skills. - Language requirements - Business proficiency in English plus another language is desirable. - Reliability – the ability to provide what is promised, dependably and accurately. - Assurance – Knowledge and courtesy shown to customers in all communications. - The ability to convey trust, competence, and confidence. - Tangibles – Proactively and independently deliver value in ambiguous environments. - Empathy – Show that you care and provide individual attention to all customers. - Responsiveness – providing prompt support to customers, maximizing their opportunity. - Ability to maintain high level of professionalism under pressure. Preferred Skills: - Knowledge of the beverage industry. - Experience with SAP APO. 💰 Compensation & Benefits Salary Range: The salary range for this role is not provided. According to industry standards, the average salary for a Customer Account Analyst in the beverage industry, with 3-5 years of experience, is between $45,000 and $65,000 per year. However, this can vary depending on the specific location and the candidate's level of experience. Benefits: - Comprehensive benefits package, including health, dental, and vision insurance. - Retirement savings plan with company match. - Employee discounts on Coca-Cola products and merchandise. - Tuition reimbursement program. - Employee assistance programs, including counseling and legal services. - On-site fitness facilities and wellness programs. - Opportunities for professional development and career growth. Working Hours: Full-time, 40 hours per week. 📌 Applicant Insights 🔍 Company Context Industry: Food and Beverage Services Company Size: 10,001+ employees Founded: 1886 Company Description: The Coca-Cola Company is a global beverage company that offers a wide range of beverages, including Coca-Cola, Sprite, Fanta, smartwater, Dasani, Topo Chico, BODYARMOR, Powerade, Costa, Georgia, Goldpeak, Minute Maid, Simply, fairlife, and more. The company is committed to bringing about real change in the industry, local economies, and the world around them. They focus on innovating their portfolio, working with global partners to transform their business, and providing jobs and opportunities to local economies. Company Specialties: Beverages Company Website: www.coca-colacompany.com 📊 Role Analysis Career Level: Mid-career Reporting Structure: The Customer Account Analyst reports directly to the Customer Account Manager and works closely with the Franchise Manager and the Africa Customer Manager (CRM) for the plant in developing customer relationships, identifying, and implementing end-to-end supply chain solutions and improvements. Work Arrangement: On-site, with the possibility of remote work for specific tasks or projects. Growth Opportunities: - Opportunities for career progression within the Supply Chain Services organization. - Potential to take on additional responsibilities and manage multiple accounts as experience and skills develop. - Possibility to work on cross-functional projects and gain exposure to other areas of the business. ASSUMPTION: The role offers significant opportunities for career growth and development within the company. The ideal candidate will be proactive, results-driven, and eager to take on new challenges as they arise. 🌍 Location & Work Environment Office Type: Plant office environment with visits to other company, bottler, or supplier facilities. Office Location(s): Mbabane, Swaziland Geographic Context: - Mbabane is the capital and largest city of Swaziland, located in the Hhohho region. - The city is known for its vibrant marketplaces, cultural attractions, and natural beauty. - Mbabane offers a mix of urban and rural living, with easy access to outdoor activities and wildlife reserves. Work Schedule: Standard office hours, Monday to Friday, with the possibility of flexible working arrangements for specific tasks or projects. ASSUMPTION: The role requires a high level of flexibility and adaptability, as the work environment can vary depending on the specific needs of the customer and the plant. The ideal candidate will be comfortable working in a dynamic and sometimes unpredictable setting. 💼 Interview & Application Insights Typical Process: 1. Online application submission. 2. Phone or video screening. 3. In-person or virtual interview with the hiring manager and/or other team members. 4. Final round interview, which may include a presentation or case study component. 5. Background check and offer extension. Key Assessment Areas: - Problem-solving skills and analytical thinking. - Customer service and communication skills. - Knowledge of the beverage industry and supply chain processes. - Ability to work autonomously and manage multiple complex accounts. - Cultural fit and alignment with company values. Application Tips: - Tailor your resume and cover letter to highlight relevant skills and experiences for this role. - Showcase your problem-solving skills and provide specific examples of how you've handled complex customer accounts in the past. - Demonstrate your understanding of the beverage industry and supply chain processes. - Prepare for behavioral interview questions that focus on your ability to work autonomously, manage multiple accounts, and prioritize workloads effectively. ATS Keywords: Customer Account Analyst, Supply Chain, Beverage Industry, Inventory Management, Demand Management, SAP, Microsoft Excel, Problem-solving, Customer Service, Autonomous Work, Account Management 🛠 Cultural Fit Considerations Company Values: - Leadership: Inspire and empower others, fostering a culture of growth and development. - Collaboration: Work together, leveraging common ground to achieve common goals. - Integrity: Act with honesty and transparency, building trust through our actions. - Accountability: Take personal responsibility for delivering our goals and living up to our commitments. Work Style: - The company values a fast-paced, dynamic work environment that encourages innovation and continuous improvement. - Employees are expected to be proactive, results-driven, and able to work effectively in a team setting. - The company promotes a culture of open communication, collaboration, and mutual respect. Self-Assessment Questions: 1. How do you align with the company's values, particularly in the context of this role? 2. Describe a situation where you had to manage multiple complex accounts or projects simultaneously. How did you prioritize your workload, and what was the outcome? 3. How do you approach building and maintaining strong relationships with customers, both internally and externally? 4. Can you provide an example of a time when you identified and implemented a supply chain solution or improvement that resulted in significant cost savings or improved customer satisfaction? ASSUMPTION: The ideal candidate will be able to demonstrate a strong cultural fit with the company, with a focus on collaboration, integrity, accountability, and a results-driven work style. 🛠 Potential Challenges 1. Managing multiple complex accounts: The role may require managing multiple bottlers with varying levels of complexity, cross several markets/countries, multiple forecast parts, and Ship-To locations. The ideal candidate will have strong organizational skills and the ability to prioritize workloads effectively. 2. Working with diverse teams and stakeholders: The role involves collaborating with various internal departments, Business Units, and external partners. The ideal candidate will have strong communication and interpersonal skills, with the ability to build and maintain effective working relationships. 3. Adapting to a dynamic work environment: The role may require working in a fast-paced, ever-changing environment, with the need to adapt quickly to new situations and priorities. The ideal candidate will be flexible, resilient, and able to thrive in uncertainty. 4. Managing remote work arrangements: As the role may involve remote work for specific tasks or projects, the ideal candidate will be self-motivated, disciplined, and able to manage their time effectively when working independently. 📈 Similar Roles Comparison 1. Customer Account Manager vs. Customer Account Analyst: - Customer Account Manager: Responsible for strategic account planning, relationship building, and driving revenue growth. Typically requires more experience and a broader skill set, including sales and business development. - Customer Account Analyst: Focuses on operational activities, demand management, inventory management, and ensuring on-time and in-full supply to customers. Requires strong analytical, problem-solving, and communication skills. 2. Supply Chain Analyst vs. Customer Account Analyst: - Supply Chain Analyst: Analyzes supply chain data to identify trends, optimize processes, and improve overall supply chain performance. Requires strong analytical and data analysis skills. - Customer Account Analyst: Focuses on managing customer relationships, demand management, inventory management, and ensuring on-time and in-full supply to customers. Requires strong communication, problem-solving, and customer service skills. 3. Supply Chain Coordinator vs. Customer Account Analyst: - Supply Chain Coordinator: Coordinates and oversees the flow of goods between the point of origin and the point of consumption. Requires strong organizational and project management skills. - Customer Account Analyst: Focuses on managing customer relationships, demand management, inventory management, and ensuring on-time and in-full supply to customers. Requires strong communication, problem-solving, and customer service skills. 📝 Sample Projects 1. Demand Forecasting and Inventory Optimization: - Analyze historical sales data and market trends to develop accurate demand forecasts. - Collaborate with bottlers and internal stakeholders to validate and improve forecast accuracy. - Implement inventory optimization strategies to minimize stockouts, reduce excess inventory, and improve overall supply chain efficiency. 2. Supply Chain Process Improvement: - Identify bottlenecks and inefficiencies in the current supply chain processes. - Develop and implement process improvement initiatives to reduce lead times, improve service levels, and lower costs. - Monitor and analyze the impact of process improvements, making adjustments as needed to ensure sustained performance gains. 3. Customer Engagement and Relationship Building: - Conduct customer segmentation analysis and develop targeted engagement plans to build and strengthen customer relationships. - Facilitate and schedule customer-facing and non-facing meetings to review performance and identify opportunities for improvement. - Collaborate with bottlers and internal stakeholders to address customer complaints and ensure customer satisfaction. 💡 Key Questions to Ask During Interview 1. Role Responsibilities: - Can you describe a typical day or week in this role? - How do you prioritize your workload when managing multiple complex accounts? - How do you approach building and maintaining strong relationships with customers, both internally and externally? 2. Company Culture: - How would you describe the company's work environment and culture? - What are the most important qualities for someone to succeed in this role, given the company's culture and work style? 3. Career Growth: - What opportunities are there for career progression within the Supply Chain Services organization? - How does the company support the professional development and growth of its employees? 4. Work-Life Balance: - How does the company approach work-life balance for employees in this role? - What resources or support does the company provide to help employees manage their work-life balance effectively? 📌 Next Steps for Applicants To apply for this position: 1. Submit your application through the [linked job posting](https://coke.wd1.myworkdayjobs.com/coca-cola-careers/job/Swaziland---Mbabane/Customer-Account-Analyst_R-125492-1). 2. Tailor your resume and cover letter to highlight relevant skills and experiences for this role. 3. Prepare for behavioral interview questions that focus on your ability to work autonomously, manage multiple complex accounts, and prioritize workloads effectively. 4. Research the company and the beverage industry to demonstrate your understanding of the business and your enthusiasm for the role. 5. Follow up with the hiring manager or HR representative after your interview to express your interest in the position and reiterate your qualifications. ⚠️ Disclaimer This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.