Job Overview

The Customer Operations Administrator will identify, recommend, implement and/or evaluate essential work tasks in order to drive effective customer operations (sales and productivity) and optimize the customer experience. This position will align and translate business strategies into executable tasks cascaded through the synergy of Genesys Cloud, Salesforce Dot Com, and the myCoke platform, making thoughtful recommendations along the way, that consider both the current state and Roadmap. This includes data planning, data loading, sales process optimization, sales program implementation, management of activities and customer processes, and mitigating business and technology concerns. This position cultivates relationships at all levels and will work closely with TCoS Sr. Leadership, Coca-Cola bottlers, as well as various internal/external stakeholders and key business partners to ensure company objectives and goals are applied and met.

Duties & Responsibilities

• Executable tasks cascaded through the synergy of Genesys Cloud, Salesforce Dot Com, and the myCoke platform related to data planning, data loading, sales process optimization, sales program implementation, management of activities and customer processes, and mitigating business/technology concerns.
• Identify, create and implement initiatives/projects/capabilities that enhance the Customer Experience as a process; compliment this “process” with best practices and procedures from the perspective of CX as a B2B need and contact center UI – all congruent with myCoke Go to Market (GTM) strategy.
• Collaborates with various business areas to develop process requirements; partners with key stakeholders to identify and analyze functional requirements that optimize customer operations. Analyzes data/processes and recommends solutions for key business gaps and/or application needs as it relates to Genesys Cloud, Salesforce Dot Com, and myCoke platform; follows resolution to end, contributing to improvement and results.
• Engages and supports multiple initiatives/projects simultaneously and with varying complexity for The Center of Support. Represents myCoke, CX, and the Voice of the Customer on various cross-functional projects, providing input for continued improvement.
• Creates and/or facilitates recommended customer operations training, partnering with Learning and Development as needed.
• Performs other duties as assigned.

Knowledge, Skills, & Abilities

• 1 year of contact center experience in an elevated role (non-frontline teammate) required; minimum of 6 months experience in Salesforce Dot Com required.
• Transparent communication when making critical decisions that impact employees, contact center, customers, and our business partners is required.
• Proficient in Microsoft Suite, specifically Excel, PowerPoint, and SharePoint required.
• Analytical thought leadership, creativity, and problem-solving skills are required.
• The ability to draw insights from data and develop recommendations for action is a must.
• Detail-oriented, self-starter; highly motivated and proactive.
• Superior time management and organizational skills; consistent, reliable team player capable of working independently and with extended autonomy.
• The ability to adjust to role ambiguity and task variation is a must.
• Highly effective communication skills and the ability to deliver communication at all levels, including technical and non-technical audiences are required.
• Self-starter, a thought leader, an excellent communicator, analytical, strategically curious and possess a passion for creating synergy between data reliance to business execution; the ability to make critical decisions by fact-finding and weighing options independent of direct supervision is required.

Minimum Qualifications

• 2 years of education beyond high school in college or technical school
• Knowledge acquired through 1 to up to 3 years of work experience

Preferred Qualifications

• Bachelor's degree in Business, Reporting and Analytics, or Marketing

Work Environment

Office environment