Location(s):

United States of America

City/Cities:

Remote

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

January 12, 2024

Shift:

Job Description Summary:

Welcome to Coca-Cola, where we turn refreshment into an art form. Our commitment to our customers is as deep as our love for crafting the perfect beverage. We believe in delivering not just a product, but an experience, and we are looking for a Manager, Client Services who shares this vision. If you have a passion for customer service, a knack for Scheduled Service processes, and a talent for leadership, stakeholder management, and change management, we want to hear from you.

What You’ll Do for Us

• Day-to-day operations handling customer service inquiries and problems, including phone, email, chat, etc.; order entry, collections, etc.
• Technical or specialized virtual support, such as escalated customer issue support, post-sales product support, field service dispatching.
• Maintaining customer account data/contact information to facilitate future contact services.
• Partner with internal/external stakeholders to address customer satisfaction needs.
• Analyze demand variations, volume, and other performance metrics, as well as identifying, initiating, or supporting process improvement initiatives.
• Lead a team who support a portfolio of internal & external partners, providing coaching, developmental support, and tactical assistance for escalations.
• Execute customer service operations routines, including annual rates negotiation process with external Service Providers.
• Participate in process or system changes, primarily change management, sometimes requirements gathering.
• Frequent dotted line consultations & presentations to both internal and external partners, including data supported recommendations and Subject Matter Expertise.

Qualifications & Requirements

• Bachelor's degree or equivalent experience.
• 5+ years’ experience in handling day-to-day customer service inquiries and problems across various channels (phone, email, chat, etc.), including order entry and collections.
• Experience in providing technical or specialized virtual support, such as escalated customer issue support, post-sales product support, and field service dispatching.
• Proficiency in maintaining customer account data/contact information to facilitate future contact services.
• Demonstrated ability to partner with internal/external stakeholders to address customer satisfaction needs.
• Strong analytical skills to analyze demand variations, volume, and other performance metrics, as well as identifying, initiating, or supporting process improvement initiatives.
• Leadership experience, specifically leading a team who support a portfolio of internal & external partners, providing coaching, developmental support, and tactical assistance for escalations.
• Experience in executing customer service operations routines, including annual rates negotiation process with external Service Providers.
• Experience in participating in process or system changes, primarily change management, sometimes requirements gathering.
• Excellent communication skills for frequent dotted line consultations & presentations to both internal and external partners, including data supported recommendations and Subject Matter Expertise.

What We’ll Do For You

• Total Rewards: Our benefits, called Total Rewards, is about the total value of working at The Coca-Cola Company. It is focused on the complete package of pay, benefits, learning and personal support you receive as a Coca-Cola employee.
• Purpose Driven: Purpose-driven approach that empowers our people to protect the environment and communities we serve while delivering safe & quality products.
• Global Connections: You can develop, enhance, and maintain global connections to move faster and learn from others.

Skills:

Pay Range:

$92,600 - $114,400

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:

15

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.