Please note our team works Mon-Fri, 7:30 AM – 7:30 PM EST. Associates must be able to work manager-assigned shifts within these hours.

Key Activities

• Single point of contact for our customers across Business units
• Partner with sales teams and brokers to address customer satisfaction needs related to pricing, delivery method changes, account management and strategic projects (product launches, packing changes etc.)
• Partner with Product supply, Supply planning, logistics and transportation teams to influence and resolve order flow concerns (late trucks, dwell time, refused deliveries)
• Responsible for managing phone calls and emails from customers, internal stakeholders and partners and accurately tracking and resolving the business need
• Customer order management – Acts as liaison between external departments and customers to process order changes, communicate all order changes, track and reschedule customer orders to meet customer requested delivery dates
• Apply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery dates
• Proactively manage order flow, communication of all In Full issues and partner with transportation to ensure delivery appointments and pick-up appointments are set timely to mitigate order failures
• Recognize and track trends with customer issues, evaluate and suggest process improvements for Product order management and our partners
• Understand Company goals and performance metrics and improve quality and speed to meet and exceed customer expectations
• Work collaboratively but often independently on daily tasks and resolve escalations that are diverse in scope using strategic thinking, people and company resources
• Build and leverage collaborative relationships with our customers, sales, logistics and other internal partners based on customer specific operations
• Analyze, coordinate and participation in implementation of design projects to support department and or key customer objectives.

Required Skills/Experience

• Strong customer service and relationship background, strategic thinking, effective communication and business writing skills
• Must have strong research or analytical skills, attention to detail, effective problem solver and influencing skills

• Must have a strong sense of urgency and be empowered to make timely and informed decisions
• Building collaborative relationships within Product Order Management (POM), Supply chain/OTC organization and our external partners
• Knowledge of the CCNA Product Supply system, Order Management and Salesforce & SAP a plus. Other systems used include Customer Relationship Management (CRM) Database, MS Office; Outlook, Word, Excel, SharePoint, Genesys
• Ability to excel and contribute in a fast paced and changing work environment with accuracy while meeting Service Level Agreement (SLA’s) and deadlines
• Ability to understand overall Company objectives and manage competing project and tasks
• Roles within this organization include teleworking and remote working. Candidate must be able to work independently with minimal daily supervision

Types of additional activities managed

• Expedited Orders
• Customer Order Change Request
• Customer Pick Up
• Transportation Issues
• Dock Cuts
• Ship Withs
• General Product Information
• Plant Redirects
• Over, short and damaged process
• Transportation Method Change
• Duplicate, missing, or incorrect orders

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.