Job Description

Job Description

The Manager, Customer Service leads a Customer Service Team within Supply Chain Product Order Management. This role is customer facing and is the primary conduit and facilitator between Coca-Cola North America Operating Unit (NAOU) and our Bottler customers in the NAOU System. The role will manage a team that will serve as the single contact point for Customers to coordinate the planning and execution of product orders across all NAOU finished goods and Concentrate materials. The role will be responsible for aligning inventory management and strategies, promotion execution, customer service metrics, order fulfillment and customer service for customers, while ensuring that all customers follow a standard process when purchasing both new and existing products and concentrate materials from NAOU.

This role will be responsible for the creation and enforcement of best practices used in driving high customer service for sales while monitoring customer ordering patterns to ensure a high success rate of replenishment. The role will be responsible for onboarding new customers, buyers and outlet locations to the NAOU Order Management processes and policies and serve as a key liaison between product order management and the NAOU Regions for the implementations of Warehouse Business Unit projects. This role represents customer service and order fulfillment metrics directly with the customer.

What Youll Do for Us

* Build collaborative relationships and routines with Customers, Supply planning, Transportation, NAOU Region leadership, Corporate Product Supply (CPS) leadership, and the Group Director of supply chain management for sparkling beverages to ensure appropriate controls are in place to support order fulfillment and inventory management.
* Lead and coordinate activities between Corporate Product Supply chain and the Group Director of sparkling to manage the launch of new concentrate kits, reformulations, kit authorizations and allocations.
* Collaborate with CPS customer service and NAOU Finance to ensure over short and damage claims are processed within SLA and provide weekly and monthly summary of performance metrics to cross functional teams.
* Monitor and provide weekly and monthly summary of order fulfillment performance metrics to CPS leadership and provide reporting of order management processes and metrics.
* Participate in the S&OP leadership across Still and Sparkling platforms.
* Act as first point of escalation for customer service and order fulfillment issues.
* Manage the Customer Logistics and supply chain specialist teams to ensure that they are properly trained and are adhering to the established best practices used to govern customer orders.
* Use strategic thinking and business knowledge to prioritize work to ensure meeting high level of customer satisfaction.
* Provide coaching and feedback, performance management and development opportunities to lead team and individuals on a path of continuous improvement.
* Set goals and run organization to meet or exceed performance metrics for cost, quality, speed, and service.
* Monitor call and email interaction quality and develop and maintain scorecards to ensure performance controls.
* Budget, staffing and capacity management.
* Lead and coordinate activities between Sales, Product Supply, and Product Order Management teams to launch business initiatives.
* Program and product introduction/promotion, new & discontinued product activities, setup, and product supply sourcing initiatives.

Qualifications & Requirements

* Bachelor's degree in management, supply chain, or related field or equivalent experience
* 2+ years Supply Chain Planning and/or Supply Chain Operations management experience
* People management and development experience across a remote workforce
* Strong leadership and relationship management background, strategic thinking, effective communication and customer service skills
* Must have strong research or analytical skills, project management, attention to detail, effective issue resolution and influencing skills
* Must have a strong sense of urgency and be empowered to lead process improvement initiatives with our cross functional partners
* Building collaborative and cross functional relationships within POM, Supply chain/OTC organization, CPS and our external sales partners
* Ability to interpret overall Company objectives and translate into measurable performance objectives
* Knowledge of the NAOU Product Supply system, Order Management, Salesforce, SAP
* Proficiency in Excel, Power BI

What We Can Do for You

* Innovative Technology: We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.
* Experiences: with a global organization and the opportunity to learn and grow.
* Compensation & Benefits: Competitive benefits package that start on day one of employment.

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 whats 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.