Location(s):

United States of America

City/Cities:

Remote

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

January 21, 2024

Shift:

First Shift (United States of America)

Job Description Summary:

Summary:

The Customer Solutions Director will take lead as the customer and Coca-Cola System's supply chain guru for the FSOP/Specialty Retail customers portfolio. This role demands seamless collaboration with numerous teams - sales, supply chain operations, independent bottlers - to devise and execute Coca-Cola initiatives. Your primary mission will be three-fold: establish system-wide competitive advantages, spearhead operational process improvements, and relentlessly drive customer satisfaction across all routes to market (DSD/BDB, ARTM, eCommerce and Warehouse).

Primary responsibilities-

Power up system-wide, superior capabilities:

• Activate a comprehensive engagement and wiring network for our bottlers and customers, devise system sales and operations strategies, and roll out plans that meet both customer and bottler needs.
• Launch state-of-the-art electronic order-to-cash capabilities and supporting business processes to accelerate transactions and ensure flawless outlet setups for physical locations.
• Ensure a smooth workflow of order processing, complaint handling, and fulfillment logistics (order management and logistics)
• Design premier scorecards to monitor and boost business performance across all routes to market.
• Take bold strategic initiative in the supply chain and operations solutions in line with Franchise principles.

Lead Operational process improvement:

• Establish and manage SOPs that clearly outline processes for all market routes.
• Direct and support initiatives that increase efficiencies and revenue.
• Identify and resolve recurring service issues through strong collaboration with Bottlers, the North America Operating Unit, and FSOP/Specialty Retail customers.
• Join forces with FSOP/Specialty Retail customers and Bottlers to launch initiatives aimed at improving In-stock, OTIF (Fill Rate and On-time), ultimately enhancing shopper experience.
• Generate customer and system value via GP enhancement and efficiency initiatives (e.g., Customer Check-in efficiencies, EDI expansion, warehouse delivery expansion, ARTM alignment/expansion, Bottler Delivery efficiencies)

Ignite customer satisfaction:

• Uphold an improved System Service Performance to meet the Coca-Cola commitment.
• Establish effective communication with all FSOP/specialty Retail customers business leads.
• Develop strategies that support Collaborative Business Planning (CBP) goals.
• Foster relationships with stakeholders at each FSOP/Specialty Retail customers. banner, creating a collaborative environment.

Stewardship Responsibilities-

External:

• Coordinate and lead multiple weekly customer meetings ensuring top performance and addressing concerns on a regular basis.

Internal:

• Extend consistent weekly/monthly stewardship of customer supply chain management with a focus on enhancing capability building initiatives, reviewing, and formulating effective action plans for NAOU system performance, and removing any existing barriers that obstruct progress.
• Collaborate with broader Bottler teams (CCT) and OWT for continuous improvement initiatives, while aligning on the challenges at hand and devising effective solutions.
• Manage weekly and monthly account team meetings to support all three banners, fostering strong communication and synergistic efforts across all units.

QUALIFICATIONS

Education

Minimum Required: Bachelor’s degree or equivalent.

Preferred Level: MBA or equivalent

Experience

Prior experience in combination of customer facing roles, sales operations, supply chain and bottler relationship management. Demonstrated ability in delivering transformational initiatives and enabling capabilities for consumer product goods organizations.

Minimum Required: 5 years.

Preferred Level: 7+ years

Soft Skills:

• Project Management with the ability to navigate multiple projects concurrently.
• Ability to listen and empathize to effectively collaborate with breadth of stakeholders.

• Strong oral and written communication
• Effective at delivering data/fact-based, persuasive story telling.
• Elevated EQ/Diplomacy to enable navigating broad system stakeholders.

Specialized Technical Skills

• Supply chain metrics
• Lean / CI, Six Sigma, process improvement
• Order and delivery processes
• eCommerce account knowledge
• Electronic Data Interchange (EDI) processes
• Collaborative Business Planning, Collaborating for Value, negotiation.
• Project management, portfolio management
• Beverage industry with strong exposure to warehouse delivery and DSD.

Minimum Required: 3 years.

Preferred Level: 5+ years

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:

Beverage Industry, Customer Satisfaction, Customer Solutions, Customer Value Creation, Influence, Operational Process Improvements, Operations Management, organization, Relationship Building, Relationship Management, Shareholder Value, Taking Initiative, Teamwork

Pay Range:

$134,800 - $165,200

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:

30

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. 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.