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Customer Service Specialist

The Coca-Cola Company

  • Location: Atlanta, GA - USA
  • Post Date: 11/1/2018
  • Job Type: FULL TIME
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Job ID: R-17557

Position Overview:

The Customer Service Specialist is responsible for answering and resolving a high volume of Accounts Receivable and Invoice-related inquiries and disputes from Coca-Cola customers. This individual also performs research and executes special projects. It is critical that the candidate demonstrate the ability to utilize advanced communication skills, (e.g., active listening, empathy, problem solving) with customers on the telephone and observe proper e-mail etiquette when communicating with customers in this fashion. In addition, the candidate should be comfortable using a variety of systems platforms to access customer data and execute solutions. The ideal candidate is adept at thinking critically and quickly, translating a wide array of customer problems into solutions.

Function Specific Activities:

Function Specific Activities:

  • Conduct root cause analysis with Coca-Cola customers to determine the cause of the problems they present to Coca-Cola and take action to solve them
  • Consistently demonstrate advanced communication skills with Coca-Cola's internal and external customers
  • Fulfill research requests utilizing Excel and related software programs as needed
  • Gather and/or process key customer data that drives the revenue process (e.g., billing profiles, address data, special codes).
  • Demonstrate proficiency while working in multiple systems, e.g., AS400, SAP, SBP, RSS Inquiry Management database tools, etc.

Related Work Experience:

  • At least 2 years

Core Competencies:

  • Drives Innovative Business Improvements: Develops new insights into solutions that result in organizational improvements; promotes a work environment that fosters creative thinking, innovation and rational risk-taking.
  • Balances Immediate and Long-Term Priorities: Seeks to meet critical objectives while considering the impact of those decisions and activities on the ability to achieve long-term goals.
  • Delivers Results: Focuses on the critical few objectives that add the most value and channels own and others' energy to consistently deliver results that meet or exceed expectations.
  • Imports and Exports Good Ideas: Relentlessly seeks, shares and adopts ideas and best practices in and outside the Company and embraces change introduced by others.
  • Develops and Inspires Others: Builds and maintains relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments. Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.

Technical Skills:

  • Data Extraction. Ability to extract and query data from systems (e.g., Legacy Billing, SAP, Central Service).
  • Financial Systems and Processes. Ability to research financial systems and processes (e.g., journal vouchers, expense reports, vendor file) to resolve issues (e.g., missing expense checks, missing journal vouchers).
  • Audit Data Analysis. Ability to perform data analyses on extracted data to identify unusual activity (e.g., duplicate vendor payments or significant transactions (e.g., large payments). This includes the ability to perform electronic data analysis.
  • Data Collection. Knowledge of data collection methods. This includes obtaining and understanding information about processes, events, or transactions through reading, interviews, observations, and surveys.
  • Basic Accounting Principles. Knowledge of basic accounting principles (e.g., debit and credit) around transactional processes (e.g., accruals, derivatives, benefit plans, marketing programs).

Job Requirements:

Years of Experience:

Leadership Behaviors:

  • DRIVE INNOVATION: Generate new or unique solutions and embrace new ideas that help sustain our business(encompassing everything from continuous improvement to new product and package innovation). 
  • COLLABORATE WITH SYSTEM, CUSTOMERS, AND OTHER STAKEHOLDERS: Develop and leverage relationships with stakeholders to approximately stretch and impact the System (Company and Bottler).
  • ACT LIKE AN OWNER: Deliver results, creating value for our Brands, our System, our customers, and key stakeholders. 
  • INSPIRE OTHERS: Inspire people to deliver our mission and 2020 Vision, demonstrate passion for the business and give people a reason to believe anything is possible. 
  • DEVELOP SELF AND OTHERS: Develop self and support others' development to achieve full potential. 

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

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. Apply
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