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Customer Service Team Member- Waco, TX

The Coca-Cola Company

  • Location: Waco, TX - USA
  • Post Date: 11/1/2018
  • Job Type: FULL TIME
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Job ID: R-19686

Position Overview:

This role is responsible for providing dedicated support for our Distributor customers and business partners. In this role, the CSTM processes customer transactions including, but not limited to, order changes, issues or inquiries. Specific to Foodservice Distributors and Customers, the CSTM will research and resolve issues using CCNA order management systems based on established service level agreements.

Function Specific Activities:

POSITION ACTIVITIES/RESPONSIBILITIES:

  • Provides single point of contact for customers. Responsible for receiving phone calls and emails from customers or internal stakeholders and entering them into the CCNA Customer Relationship Systems. Customer issues and resolutions must be captured and documented correctly.
  • Responsible for working with appropriate CCNA stakeholders in Sales/Brokers and Product Supply System to resolve issues and provide resolution to customers.
  • The work is transactional and focuses on resolving issues for one order at a time.
  • Recognize trends with customer's orders and issues.  Evaluate, suggest and work with manager to reduce customer order issues.
  • Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals.


Key Skills:

  • Strong customer service, problem solving, issue resolution, and communication skills
  • Building collaborative relationships with Product Supply System operational staff
  • Knowledge of Product Supply System, Order Management, and Customer Relationship Management systems.
  • Sense of urgency, detail oriented, and able to provide clear and thorough written documentation.
  • People in this organization can work from home or in various US and Canada offices, so they must be able to operate independently with minimal daily supervision

REQUIRED EDUCATION AND/OR EXPERIENCE:

  • High School diploma;
  • At least 1 year in Customer facing role
  • Superior Communication skills
  • Excellent technical skills (SAP, SAP IC, Microsoft Excel, Microsoft word, sharepoint)
  • Excellent problem solving skills
  • Customer relationship skills
  • People relationship skills


Preferred Education/Experience:

  • Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience
  • 3 years in Customer facing role
  • Manage Customer issues, analyzing opportunities and providing system and process solutions that meet or exceed Customer expectations. Proven record of successful Customer relationship skills

Job Requirements:

Years of Experience:

2-3 Years 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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