What are the responsibilities and job description for the Region Customer Service Manager position at The Coca-Cola Company?
The Region Customer Service Manager will manage the Region Customer Service Team; the six members of this team provide the North America Operating Unit (NAOU) Region functions (demand/supply planning, manufacturing, warehousing and transportation) with a single point of contact with Customer Service. The Region Customer Service Manager collaborates across these functions to represent Customer Service within Supply Chain, ensuring that activities across Supply Chain are planned and executed, and that unplanned disruptions are managed and resolved, in ways that minimize impact to customer orders.
What You’ll Do for Us
- Responsible for engaging across the Supply Chain network to define, prioritize and execute critical process improvements to drive productivity and customer satisfaction.
- Within the Order-to-Cash function, the Region Customer Service Manager will collaborate with the Projects and Automation team to implement system and technology improvements, unlocking efficiencies across the department teams.
- As Region Customer Service Team members identify opportunities to drive productivity for specific facilities, the Region Customer Service Team Manager will partner with Region/Zone leadership to implement improvements that drive productivity across the Supply Chain network and track productivity savings related to those improvements.
- Manage the activities of the Region Customer Service Team, with the primary directive of avoiding or mitigating customer impact due to planned and unplanned disruptions in our Supply Chain.
- Monitor workload and capacity of the team and periodically adjust facility coverage and initiatives to account for overall team capacity as well as development of individual capability and experience.
- Develop and leverage a network of leaders and contributors across Supply Chain and related functions to influence change and drive improvements in our processes.
- Drive and implement automation through to eliminate manual order touches increasing speed to address and ease to handle planned and unplanned disruptions in Supply Chain.
- Engage leaders within Supply Chain to define and prioritize critical initiatives that deliver productivity and improve customer satisfaction.
- Work with the Region Customer Service Team to standardize processes within the team and across the Order-to-Cash function.
- Identify opportunities to develop or enhance capabilities in our teams, and partner with other departmental leaders to roll out those capabilities across the teams.
Qualifications & Requirements
- Bachelor's Degree/Post-graduate degree preferred
- 5-7 years of industry experience
- NAOU Order-to-Cash and Supply Chain experience (NAOU Supply Planning, Region Customer Service or Customer Service experience preferred); knowledge of NAOU Supply Chain functions and customer teams.
- Strong leadership and collaboration skills and project management experience.
- Process improvement background (Lean/Six Sigma Green Belt preferred) with a strong understanding of data analysis to drive business decisions and resolve issues.
- Ability to make decisions independently and to assume higher-level leadership responsibilities in critical situations.
- Adept at helping team members identify opportunities to develop new strengths and capabilities as they shape and navigate their career paths at NAOU.
- Ability to achieve broadly communicated objectives with a minimal amount of supervision.
- Ability to promote innovative ideas and accept the risks that are required to lead change.
Skills Required
- Problem Solving
- Process Improvement
- Project Management
- Business Analytics
- Collaboration
What We Can Do for You
- Large & Connected Network: Ability & exposure to cross-functional connected teams across the country & globe allow you to enhance and maintain global connections that allow us to move faster and learn from others.
- Innovative Technology: We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.
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.
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