Location(s):
United States of America
City/Cities:
Remote
Travel Required:
00% – 25%
Relocation Provided:
No
Job Posting End Date:
July 29, 2024
Shift:
Job Description Summary:
Please note our team works Mon-Fri, 7:30 AM – 7:30 PM EST. Associates must be able to work manager-assigned shifts within these hours.
Key Activities
- Single point of contact for our customers across Business units
- Partner with sales teams and brokers to address customer satisfaction needs related to pricing, delivery method changes, account management and strategic projects (product launches, packing changes etc.)
- Partner with Product supply, Supply planning, logistics and transportation teams to influence and resolve order flow concerns (late trucks, dwell time, refused deliveries)
- Responsible for managing phone calls and emails from customers, internal stakeholders and partners and accurately tracking and resolving the business need
- Customer order management – Acts as liaison between external departments and customers to process order changes, communicate all order changes, track and reschedule customer orders to meet customer requested delivery dates
- Apply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery dates
- Proactively manage order flow, communication of all In Full issues and partner with transportation to ensure delivery appointments and pick-up appointments are set timely to mitigate order failures
- Recognize and track trends with customer issues, evaluate and suggest process improvements for Product order management and our partners
- Understand Company goals and performance metrics and improve quality and speed to meet and exceed customer expectations
- Work collaboratively but often independently on daily tasks and resolve escalations that are diverse in scope using strategic thinking, people and company resources
- Build and leverage collaborative relationships with our customers, sales, logistics and other internal partners based on customer specific operations
- Analyze, coordinate and participation in implementation of design projects to support department and or key customer objectives.
Required Skills/Experience
- Strong customer service and relationship background, strategic thinking, effective communication and business writing skills
- Must have strong research or analytical skills, attention to detail, effective problem solver and influencing skills
- Must have a strong sense of urgency and be empowered to make timely and informed decisions
- Building collaborative relationships within Product Order Management (POM), Supply chain/OTC organization and our external partners
- Knowledge of the CCNA Product Supply system, Order Management and Salesforce & SAP a plus. Other systems used include Customer Relationship Management (CRM) Database, MS Office; Outlook, Word, Excel, SharePoint, Genesys
- Ability to excel and contribute in a fast paced and changing work environment with accuracy while meeting Service Level Agreement (SLA’s) and deadlines
- Ability to understand overall Company objectives and manage competing project and tasks
- Roles within this organization include teleworking and remote working. Candidate must be able to work independently with minimal daily supervision
Types of additional activities managed
- Expedited Orders
- Customer Order Change Request
- Customer Pick Up
- Transportation Issues
- Dock Cuts
- Ship Withs
- General Product Information
- Plant Redirects
- Over, short and damaged process
- Transportation Method Change
- Duplicate, missing, or incorrect orders
What We Can Do For You
- Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico.
- Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.
Skills:
Call Center, Collaborative Leadership, Communication, Customer Relationship Management (CRM), Customer Service, Group Problem Solving, Microsoft Office, Purchase Orders, Salesforce (Software), Shipping, Supply Chain Management (SCM)
Pay Range:
$60,200 – $74,100
Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
Our Purpose and Growth Culture:
We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.