Customer Service Coordinator

Customer Service Coordinator at PepsiCo

Work for PepsiCo, a global FMCG company known for some of the world’s most trusted and iconic brands. As a Customer Service Coordinator, you'll be part of an exciting business that values employee recognition and supports career growth. At PepsiCo, we encourage you to Dare for Better, contributing to a world with more possibilities for everyone.

This exciting opportunity focuses on consumer relations, where you will support the timely and effective response to all consumer queries and complaints regarding PepsiCo products and promotions. Your goal is to ensure a positive consumer experience and provide ongoing feedback to relevant business processes like Supply Chain and Marketing for continuous improvement.

What PepsiCo Offers You:

• Competitive benefits package, including a 5% annual bonus.
• Discounts on various platforms like Scoopon and Luxury Escapes, plus Asahi Beverages portfolio.
• Generous leave options: wellness, birthday, volunteer, 20 weeks parental leave for both primary & secondary carers, and additional leave purchase/cash out.
• Lease Plan benefits.
• Comprehensive Health & Wellness programs: discounted private health insurance, financial coaching, counselling sessions, flu vaccinations, and skin checks.
• Access to professional development programs.
• Opportunities for global career advancement within PepsiCo.

Key Responsibilities:

• Respond to phone, email, and Facebook queries promptly.
• Manage full case responsibility for consumer enquiries from initiation to resolution.
• Liaise cross-functionally with Supply Chain, R&D, IT, Sales, and Marketing for escalations and continuous improvement initiatives.
• Coordinate with external research laboratories for analysis or investigations of enquiries.
• Process all serious consumer enquiries in line with established procedures and with appropriate sensitivity.
• Proactively identify and analyze issues and trends using real-time data to formulate response plans (e.g., recalls, promotional adjustments).
• Ensure all standard consumer contacts (mail and/or telephone) are accurately recorded and maintained.

About You:

We are looking for a candidate with:

• Proven experience in a customer service role.
• Ability to maintain composure under pressure from consumers or internal stakeholders.
• Excellent communication and influencing skills.
• Strong time management and prioritization capabilities in a fast-paced environment.
• A problem-solving mindset and tenacity in following up on queries/escalations to resolution.
• Flexibility to work additional hours/days for team leave coverage.

About PepsiCo:

Join a team that works with iconic brands such as Doritos, Gatorade, Pepsi Max, Smith’s Chips, Red Rock Deli, Twisties, Sakata, and Bluebird NZ. PepsiCo has been recognized as a Top Employer in Australia and New Zealand for the past 4 years, holds Family Friendly Certification (AU), and is a member of the Australian Disability Network. PepsiCo is deeply committed to sustainability through initiatives like EV chargers, net-zero energy efficiency, hydro trucks, and net-zero water usage. We foster innovation and empower employees to make a meaningful impact through our Pep+ (PepsiCo Positive) framework. Come shape the future of food and beverages with a focus on sustainability.

Key skills/competency

• Customer Service
• Consumer Relations
• Complaint Resolution
• Cross-functional Collaboration
• Communication Skills
• Problem Solving
• Time Management
• Data Analysis
• Attention to Detail
• Conflict Resolution