• Job Description

  Req#: R-91628

  Location(s):

  United States of America

  City/Cities:

  Remote

  Travel Required:

  00% - 25%

  Relocation Provided:

  No

  Job Posting End Date:

  August 3, 2023

  Shift:

  Job Description Summary:

  Job Description Summary

  The Customer Logistics and Supply Chain Specialists role provides a single point of contact to Customers, Shared Services, Sales, and Product Supply System (PSS) teams. The role manages planned and unplanned Sales activities that impact multiple orders/customers. This role leads meetings, both with internal stakeholders and with key customers. The work involves assessing complex issues, gathering information from stakeholders, collaborating to create solutions, and communicating/implementing these solutions.

  The Customer Logistics and Supply Chain Specialists will be responsible for running SAP queries and using reports to identify trends and problem solve any opportunities. This role will also include project management and leading process improvement with cross-functional stakeholders (internal & external). This person must have excellent knowledge of supply chain and strong problem solving, communication, and customer service skills. This person should have the ability to prioritize and have a sense of urgency for their work. They must be able to work independently to manage the complexity of the work and the various level of stakeholders, with which they interact with. Additionally, the Customer Logistics and Supply Chain Specialists will be responsible for day-to-day customer service activities including managing a large volume of inbound emails and prioritizing work to meet our performance metrics.

  What You’ll Do for Us

  • Manage planned activities and resolve issues that affect multiple orders/customers, determine solutions, and execute changes. Lead cross-functional meetings to resolve issues.
  • Perform all Customer Service day to day work, manage escalated issues, and address service issues & opportunities / trends raised by Customers, PSS teams, Customer Solutions and Account Teams.
  • Lead continuous improvement activities and project management with cross-functional teams.
  • Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals.
  • Manage high volume promotional activities by ensuring end to end execution of all Customer requirements.
  • Day to day customer service activities (i.e. 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; identification and correction of EDI order issues; transportation Pool Schedules; order scrubbing to adhere to TMMC policies; item conversion; combining two or more orders to ship together; McDonald’s distributor special services)
  • Types of planned activities managed - Informal and formal allocation, holiday schedules, new item implementations, managing warehouse closing/openings, item discontinuations, SAP implementations.
  • Types of unplanned activities managed - unplanned closings, redirects, dock capacity, transportation capacity and issues, open order reports, quality holds, pre-cuts, short code and too old to sell process.
  • Investigate, then validate, claim, or request reversal of fines, customer deductions and transportation deductions.
  • Communicate and present to all levels in the organization.
  • Single point of contact for assigned customer, attend face to face customer meetings, internal forecast meetings, sales meetings etc.
  • Recognize and track trends with customer issues, evaluate and suggest process improvements for Product order management and our partners!
  • 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.
  • 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.

  Qualifications & Requirements

  • Required: High School diploma; GED equivalent
  • Preferred: Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience
  • Required: At least one year in a customer-facing role
  • Preferred: Three years in a customer facing role; three years in a call center

  • 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 POM, Supply chain/OTC organization and our external partners
  • Knowledge of supply chain, Order Management, and Customer Services processes and systems.
  • Knowledge of the CCNA Product Supply system, Order Management and Salesforce & SAP is a plus. Other systems used include 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 SLA’s and deadlines.
  • 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.
  • 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.

  Base Salary: $60,200 to $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, are offered.

  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:

  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. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.

• About the company

  The Coca-Cola Company is an American multinational beverage corporation headquartered in Atlanta, Georgia.

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