Key Purpose<\/p>\n
\tThe Logistics Customer Engagement Specialist is responsible for elevating the customer experience through proactive engagement, data-driven insights, and seamless collaboration across the logistics value chain. This role champions the voice of the customer by analyzing feedback, resolving escalations, and driving targeted engagement programs that enhance satisfaction and strengthen loyalty. Working closely with Distribution, Warehouse, Supply Chain, and Sales teams, the specialist ensures operational excellence by reducing service failures, improving delivery performance, and enabling On Time, In Full execution. Ultimately, this role exists to create a frictionless customer journey, boost service quality, and support continuous improvement across Logistics.<\/p>\n
Key Duties & Responsibilities\u00a0\u00a0 \u00a0
\nKey Outcome<\/p>\n
Customer Feedback & Insight Analysis<\/p>\n
\tConduct a thorough analysis of customer feedback data (surveys, complaints, social media) to identify recurring issues and areas for service improvement.
\n\tAnalyze customer engagement metrics (e.g., interaction frequency, response times, feedback campaign participation) to gauge customer satisfaction and engagement levels.
\n\tCompile and present detailed reports on customer behavior and preferences, providing actionable insights to the Interaction teams and relevant stakeholders.<\/p>\n
Customer Engagement Program Execution<\/p>\n
\tPlan and execute customer engagement programs, including loyalty initiatives, feedback campaigns, and personalized communication strategies.
\n\tDevelop and implement targeted customer communication plans to enhance engagement and drive sales.
\n\tMonitor and evaluate the effectiveness of engagement programs, adjusting as needed to optimize results.
\n\tCollaborate with the channel marketing and sales teams to align customer engagement initiatives with overall business objectives.<\/p>\n
Customer Issue Resolution & Escalation<\/p>\n
\tManage customer query escalations, ensuring timely resolution and providing clear feedback on resolutions to customers.
\n\tCollaborate with distribution, warehouse, supply chain and sales to resolve complex customer issues.
\n\tMaintain detailed records of customer issues and resolutions, ensuring compliance with CCBSA standards.
\n\tCompile weekly reports on customer-related issues, highlighting trends and areas for improvement.<\/p>\n
Distribution & Logistics Collaboration<\/p>\n
\tCollaborate with Distribution and Warehouse teams to manage customer engagements related to night deliveries, focusing on reducing Full Beverage Returns.
\n\tSupport all Logistics productivity initiatives, ensuring that On Time In Full Sunday deliveries are met.
\n\tAct as a liaison between the customer, and the distribution teams, to help ensure that all customer expectations are met.
\n\tCommunicate customer delivery issues to the distribution teams in a timely manner.<\/p>\n
Skills, Experience & Education\u00a0\u00a0 \u00a0
\nEducation<\/p>\n
\tA bachelor’s degree in Marketing, Communications, Business Administration, Public Relations, Supply Chain, or Logistics.<\/p>\n
Experience<\/p>\n
\t3-5 years of experience in a customer service, customer engagement, marketing, or sales support role.
\n\tHands-on experience in areas like customer communication, complaint resolution, feedback analysis, and CRM system utilization.
\n\tFamiliarity with customer engagement tools and platforms (e.g., CRM systems, helpdesk software, social media management tools).
\n\tExperience in report generation, and data analysis relating to customer engagement.<\/p>\n
Skills\u00a0<\/p>\n
\tExcellent ability to communicate clearly, concisely, and empathetically with customers across various channels.
\n\tStrong ability to understand customer needs, resolve issues effectively, and provide exceptional service.
\n\tAbility to analyse customer feedback, engagement metrics, and CRM data to identify trends and insights.
\n\tAbility to liaise with customer, logistics, and sales to ensure smooth operations and delivery.
\n\tAbility to participate problem solving in logistics problems impacting customer service.<\/p>\n
Deadline:12th May,2026<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/www.coca-cola.co.za ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"The Coca-Cola Company","_company_website":"http:\/\/www.coca-cola.co.za","_company_tagline":"Welcome to Coca-Cola South Africa, the company that does the most for community upliftment and is the home of South Africa\u2019s favourite brand. It is the mission of TheCoca-Cola Company to refresh the world, inspire moments of optimism and happiness, create value and make a difference. Here y... read moreou\u2019ll find everything you want to know about the Coca-Cola business in our country, from our bottling partners and brands, to our leadership and sustainability programmes. South Africa is the largest Coca-Cola market in Africa and consistently ranks among the best performing countries in the world of Coca-Cola. This impressive position is made possible by the hard work and commitment of our four bottlers, our canning operation as well as our employees, whose main vision is to benefit and refresh the people of South Africa. We\u2019re proud to be a business unit of the Coca-Cola Eurasia and Africa Group, which is headquartered in Istanbul, Turkey. TheCoca-Cola Company has operations in more than 200 countries around the world and serves its beverages at a rate of 1.8 billion every day. Working together with our bottling partners, we work to consistently deliver value to our customers\u2014the grocers, retailers, vendors, spazas and tuck shop owners\u2014across South Africa. TheCoca-Cola Company owns the brands, and our bottling partners produce, package, distribute and merchandise our products worldwide. In South Africa, The Coca-Cola System (our Company and bottling partners) employs approximately 9,000 employees and has 15 facilities. Learn more about our bottling system.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-35398","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/35398","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=35398"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=35398"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=35398"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}