The Customer Service Coordinator (CSC) is responsible for facilitating the flow of customer orders and STOs’ from time of receipt to arrival at the customer’s location and appropriately communicating to the client. Represents the Company in a direct relationship with the customers. Must respond to the customer’s needs and queries in a courteous, prompt, accurate and professional manner.
Customer requirements include shipments for: Finished Concentrate/Beverage Bases, Return to Vendors, Ingredient Transfers such as BCP and special requests.
Essential Functions:
Process sales orders/ STOS received from customers or through the MRP system to initiate the manufacturing process and comply with the Sales and Operations plan.
Effectively communicate transportation, manufacturing and quality services to the customer via phone and correspondence.
Receive and acknowledge incoming complaints within twenty-four (24) hours. Maintain complaint data to obtain trends. Analyze the complaints and in conjunction with other departments, develop corrective actions and opportunities as appropriate. Reply to customer regarding findings, corrective actions and solutions in a courteous and expeditious manner as appropriate.
Generate and make sure all final documentation is accurate.
Work with the Commercialization and Planning departments to help identify any financial exposures and support/develop package rationalization.
Analyze slow moving product information and negotiate with divisions/bottlers on age of stock issues. Ensure proper agreed actions are followed.
Coordinate Customer returns and issue debit/credit memos as requested. Provide information to Bottler traffic/warehouse/laboratory and finance as necessary.
Prepare and analyze reports.
Maintain business KBI’s.
Liaise with all departments and Plants to ensure customers’ requirements are met.
Outside Supply: Coordinate with vendors, freight forwarders and all internal departments to ensure that the customer receives our product at the same time as the outside supply. This also includes all invoicing activities,
Support all activities related to customer alignment including business presentations, lead / participate on business meetings and follow-up on agreed action items.
Attend internal/external meetings as required including, daily production meeting, team meetings, etc.
Follow-up with customers on products and services to determine satisfaction and to gain information for improvement, support customer satisfaction survey action plans.
Develop and implement support systems needed to teach and reinforce expected behaviors related to customer satisfaction. Ensure that customer service requirements are understood and responded to through the Company.
Manage return goods process through to completion and enter information into system.
Respond to special requests, rush orders and high volume of orders with efficiency, accuracy, and professionalism.
Trace orders in transit and obtain proof of delivery; book delivery appointments; liaise with trucking companies on general and specific issues and work with other departments on shared issues.
Understand the allocation process for product distribution and collaborate with cross-functional teams.
Liaise with CPS NA transportation team on refused or delayed shipments and resolve in most cost effective and least disruptive manner; non-compliant charges/deductions are investigated and cleared.
Detention/waiting time/lumper charges are investigated, authorization numbers are assigned in a timely manner
Support the Finance Department as needed (credits / debits, etc.)
Be able to work under pressure.
Manage international orders and provide customer with its documentation in a timely manner.
Qualifications & Requirements:
Education: BA in Business Administration, Information Technology or Science or equivalent of 4 years of experience in Customer Service or Supply Chain.
SAP Proficiency in SAP 08 and 40
Bilingual (Spanish and English) – Fluent in English is Preferred
Experience: Two to three years of experience in Customer Service or related field. Experience working with SAP
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.