This role is responsible for providing dedicated support for our customers and business partners by processing orders and inquiries. The associate will research and resolve issues for our customers and business partners using order management systems based on established service level agreements.
Key Activities
- Provides single point of contact for Customers. Responsible for receiving phone calls and emails from customers or internal stakeholders and entering them into the Inquiry Database. Customer issues and resolutions must be captured and documented correctly.
- Manage Customer Orders – Create orders as needed to meet Customer Requested arrival dates while minimizing cost to serve.
- Responsible for working with appropriate CCNA stakeholders in Sales/Brokers and Product Supply System to resolve issues and provide resolution to customers.
- Evaluate credit requests from customers for damaged and defective cartridges, and issue credits accordingly.
- Evaluate customers expedite requests, determine most cost-effective method of delivery to meet customer’s needs, work with distributors to arrange hot shots, work with plants to coordinate next day air shipments, work with courier to move product from one location to another, as needed.
- Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals.
- Resolve MyCoke customers’ order issues.
- Recognize trends with customers’ orders and issues. Evaluate, suggest, and work with Manager to reduce customer order issues. Recommend systems and process improvements for Product Order Management.
- Ad hoc projects – Assist Product Order Management with special projects as needed.
Key Skills
- Strong customer service, problem solving, issue resolution, and communication skills.
- Building collaborative relationships with Product Supply System operational staff.
- Knowledge of CCNA PSS, Order Management, and Customer Services processes and systems.
- Sense of urgency, detail oriented, and able to provide clear and thorough documentation in the Inquiry Database.
- 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.
- Express ideas precisely, persuasively and effectively; listens and responds appropriately to Customers and co-workers and all levels of management in an effective professional manner.
- Commitment to and passion for continuous improvement.
Systems used: SAP, Inquiry Database, Excel and Pivot Tables, SharePoint Knowledge Management, Genesys, FET Sales Force, MS Teams, MyCoke
Possible types of activities managed: 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; Website troubleshooting; Identification and correction of EDI order issues; System uploads for large orders and returns; Website Registration assistance; Transportation Pool Schedules; Order scrubbing to adhere to CCNA policies; Item Conversion; Combining two or more orders to ship together; McDonald’s distributor special services
Education: High School diploma; GED equivalent
What We Can Do For You
- Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico.
- Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.
Skills
Technical Support; Computer Literacy; Detail-Oriented; Microsoft Office; Troubleshooting; Recordkeeping; Relationship Building; Customer Relationship Management (CRM); Oral Communications; Customer Service
Pay Range:
$60,200 – $74,100
Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
Annual Incentive Reference Value Percentage:
7.5
Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.
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.
