Coca-Cola FEMSA

Customer Service Assistant

Coca-Cola FEMSA

full-time

Posted on:

Location Type: Hybrid

Location: Porto Alegre • Brazil

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About the role

  • Monitor the entire process from order entry through delivery.
  • Enter orders into SAP when necessary.
  • Manage order processing (verification, adjustments, change of shipment date, refusals, postponements, staged fulfillment).
  • Compose, read, and type emails.
  • Communicate with customers via email, WhatsApp, and phone.
  • Daily monitoring of cutoffs, returns, and suspended shipments.
  • Validate service level indicators and analyze the Fill Rate loss tree by region.
  • Directly handle returns with stores and Operating Units (UOs).
  • Support order base reviews with HM customers.
  • Perform block analyses for suppressed items or non-released portfolios with customers.
  • Provide support in meetings with customers and commercial teams (in-person and online).
  • Liaise with internal and external customers to ensure order alignment.
  • Monitor product replenishment and service levels.
  • Work with customers and the commercial team on product master data maintenance.
  • Schedule and coordinate deliveries with stores, distribution centers (DCs), factories, or billing units.

Requirements

  • Education: High school diploma required; university studies in Information Systems, Computer Science, Database Management, Engineering, Marketing, Business Administration, or other STEM/IT-related fields are desirable.
  • Desired experience: Experience in Control Desk/planning areas within contact centers or related operations.
  • Technical skills: Microsoft Office (Excel – intermediate, Word – basic, PowerPoint – basic), SAP (plus), basic knowledge of Power BI and information/data management.
  • Interpersonal skills: Relationship building with partners and internal teams, teamwork, negotiation, customer focus, proactivity/dynamism, quick learning ability, good written communication, resilience, organizational skills and time management.
  • Languages: Spanish and basic English.
  • Systems used: SAP, Power BI, Excel, BW, GAUGE, SAP Ariba, Perceptive.
Benefits
  • Performance-based bonus (PPR).
  • Health insurance.
  • Optional dental plan (employee-chosen enrollment).
  • Group life insurance.
  • Meal voucher.
  • Food allowance.
  • Discounted product purchases according to the current price list.
  • Pharmacy credit with payroll deduction.
  • Credit union membership.
  • School kit: provided at the start of the school year for dependents.
  • Birthday kit.
  • Christmas kit.
  • Toy voucher: provided in October for dependents.
  • Transportation voucher.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
order processingdata managementblock analysesservice level indicatorsFill Rate analysisproduct master data maintenancecutoff monitoringreturns handlingscheduling deliveriescustomer communication
Soft skills
relationship buildingteamworknegotiationcustomer focusproactivityquick learningwritten communicationresilienceorganizational skillstime management