We make our branded beverage products available to consumers in more than 200 countries and territories through our network of independent bottling partners who manufacture, package, merchandise, and distribute the finished branded beverages to our customers and vending partners. This role will be a integral part of this by being responsible for providing dedicated support by processing orders and inquiries within the Supply Chain organization. You’ll research, influence, and resolve issues for our Customers and Business partners using our order management system and tools, based on our established service level agreements. We’re looking for someone with exceptional customer service skills, attention to detail, ability to manage a large volume of inbound emails and prioritizing work to meet our performance metrics.

What You’ll Do for Us

• Manage planned activities and resolve issues that affect multiple orders/customers, determine solutions, and execute changes. Lead cross-functional meetings to resolve issues.

• Perform all Customer Service day to day work, manage escalated issues, and address service issues & opportunities / trends raised by Customers, PSS teams, Customer Solutions and Account Teams.

• Lead continuous improvement activities and project management with cross-functional teams

• Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals.

• Manage high volume promotional activities by ensuring end to end execution of all Customer requirements.

• Day to day customer service activities (i.e. order entry; expedited orders; customer order change request; customer pick up; Customer credits; transportation issues; product cuts; general product information; over, short, and damaged process; transportation method change; process order changes based on delivery block reports; credit hold resolution; vendor managed inventory; duplicate, missing, or incorrect orders; identification and correction of EDI order issues; transportation Pool Schedules; order scrubbing to adhere to TMMC policies; item conversion; combining two or more orders to ship together.

• Types of planned activities managed - Informal and formal allocation, holiday schedules, new item implementations, managing warehouse closing/openings, item discontinuations, SAP implementations.

• Types of unplanned activities managed - unplanned closings, redirects, dock capacity, transportation capacity and issues, open order reports, quality holds, pre-cuts, short code and too old to sell process.

• Investigate, then validate, claim or request reversal of fines, customer deductions and transportation deductions.

• 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.

• 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 all 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.

Qualifications & Requirements

• High School diploma and or GED equivalent.

• At least one year in a customer-facing role and one year in a call center.

• 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.

• Experience working with a product supply system, order management, Salesforce or SAP a plus.

• Demonstrate the ability to excel and contribute in a fast paced and changing work environment with accuracy.

• Candidate must be able to work independently with minimal daily supervision.

What We Can Do For You

• Iconic Brand: Work on the most recognized brand in the world and be an integral part of bring our brands to live with our customers.

• Exposure to World Class Leaders: Availability to leaders that will expand your network and exposure you to emerging trends and insights.

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.