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Manager, Customer Service Retail

The Coca-Cola Company

  • Location: Atlanta, GA - USA
  • Post Date: 3/1/2019
  • Job Type: FULL TIME
  • TRAVEL REQUIRED: 00% - 25%
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Job ID: R-24861GA-Atlanta

Position Overview:

It's an exciting time to work in The Coca-Cola Company's flagship market. We're accelerating our momentum as the fastest-growing large consumer goods company in North America by putting people at the heart of our business and everything we do - whether we're innovating to give consumers the drinks and packaging sizes they want, or building our eCommerce capabilities. People are our focus when we're collaborating with our diverse network of locally-connected bottling partners, and when we're returning every drop of water we use to communities and nature. And people - with the different backgrounds, skills and perspectives they bring to our workplace - are helping transform our business, one big idea at a time. We empower our employees to challenge the status quo, make bold recommendations, experiment and adapt, so we can grow together and make a great business even better.

This position leads the Retail Customer Service Team. This role is customer facing and is the primary conduit and facilitator between Coca-Cola North America and Warehouse customers in the North American Coca-Cola System. The role will manage a team that will serve as the single contact point for Warehouse Customers to coordinate the planning and execution of product orders across all CCNA packages. The role will be responsible for order fulfillment and customer service for warehouse sales and ensuring that all customers follow a standard process when purchasing both new and existing products from Coca-Cola North America. This role will be responsible for the creation and enforcement of best practices used in driving high customer service for warehouse sales. This role will also monitor customer ordering patterns to ensure a high success rate of replenishment. The role will be responsible for managing the onboarding of new customers to the warehouse business unit and serve as a key linkage between product order management and the Coca-Cola North America Regions for the implementations of Warehouse Business Unit projects. This role represents customer service and order fulfillment metrics directly with the customer

Function Specific Activities:

Function Related Activities/Key Responsibilities (Top 5-8 core responsibilities)

  • Act as first point of escalation for customer service and order fulfillment issues.
  • Manage the Order Management Group to ensure that they are properly trained and are adhering to the established best practices used to govern warehouse orders.
  • 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.

Education Requirements: 

  •  Bachelor's degree in management, supply chain, or related field or equivalent experience

Related Work Experience: 

  • 2+ years Supply Chain Planning and/or Supply Chain Operations management experience 

Function Skills: 

  • Build collaborative relationships and routines with Warehouse Customers, Sales, and Product Supply System to ensure appropriate controls are in place to support order fulfillment. Experience interacting with cross-functional teams
  • Use strategic thinking and business knowledge to prioritize work to ensure meeting high level of customer satisfaction
  • Program and Promo product introduction, setup, and PSS sourcing solutions

Job Requirements:

See job description

Years of Experience:

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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