Senior Manager, Customer Service Bottler Network

The Senior Manager, Bottler Network Customer Service leads a team of Customer Service professionals within NAOU Customer Operations and serves as the primary customer-facing facilitator between Coca-Cola North America and the North American Bottler Network. This role ensures customers have a single point of contact for order questions, changes, issues, and fulfillment updates across all CCNA packages. The Senior Manager is responsible for hiring, training, coaching, staffing, and budget management; establishing performance goals; using quality reports and Salesforce dashboards to monitor results; and prioritizing work to deliver timely, best-in-class support. A key focus of the role is ensuring customers receive clear, proactive, and accurate communication about the status of their orders, including updates on delays, product availability, order changes, and issue resolution. The role oversees order management activities and provides support to account teams and sales while promoting consistent customer purchasing processes. It also guides team members in partnering with appropriate NAOU stakeholders to resolve customer issues, reviews service and order fulfillment metrics-including time to close, first response, and inquiry data-and analyzes trends to improve the customer experience and strengthen service delivery.

Function Related Activities/Key Responsibilities:

Manage and ensure CS Associates meet service SLAs

Drive the execution of projects from inception to completion.

Register and train Customers myCoke website

Onboarding new customers

Expedite Orders

Customer Order Change Request

Transportation Issues / Plant Cuts / General Product Information

Over, short, and damaged process

Process Order Changes Based on Delivery Block Reports

Duplicate, missing, or incorrect orders

System support for warehouse

Qualifications & Requirements

Bachelor's degree required

5 or more years of experience in Customer Service, Supply Chain, or Warehouse Operations.

Intermediate Microsoft Office applications skills required (Excel, Access, PowerPoint, Power BI)

Willingness to experiment and iterate with Automation and emerging AI capabilities.

Experience with SAP (P08, P40, BW, IC, R/3), OTM

Experience with Salesforce (Thirsty)

Knowledge of the Order to Cash Life Cycle

Advanced understanding of Customer Service

Basic fundamentals of Supply Chain Management

Solid communication skills

Skills & Capabilities

• Customer Service Leadership: Proven ability to lead, coach, and motivate customer service teams to meet or exceed service level agreements (SLAs) and performance objectives.
• Bottler Network Collaboration: Skilled in coordinating relationships and service routines between Coca-Cola North America and the bottler network to ensure seamless order execution across packages and regions.
• End-to-End Order Management: Expertise in the complete Order-to-Cash lifecycle, including order processing, fulfillment, change management, and resolution of issues related to transportation, plant cuts, and product availability.
• System Proficiency: Advanced working knowledge of SAP (P08, P40, BW, IC, R/3), Salesforce (Thirsty), OTM, and warehouse management systems; ability to leverage digital tools to monitor performance, track inquiries, and drive efficiency.
• Data Analysis & Reporting: Strong analytical capabilities using Microsoft Excel, Power BI, and dashboards to interpret service trends, identify root causes, and create actionable improvements.
• Continuous Improvement & Automation: Comfort experimenting with automation and emerging AI technologies to streamline customer service operations and enable predictive insights.
• Cross-Functional Coordination: Ability to align with internal partners including Supply Chain, Sales, Logistics, and IT to ensure proactive resolution of customer issues and fulfillment delays.
• Communication & Relationship Management: Exceptional verbal and written communication skills to provide clear, proactive, and accurate updates to customers and stakeholders.
• Decision Making & Prioritization: Skilled in managing competing priorities, balancing short-term issue escalation with long-term process improvements, and using dashboard metrics for strategic decision-making.
• Budgeting & Performance Oversight: Experience managing staffing, training, hiring, and budget accountability while ensuring consistent delivery of best-in-class customer support.

What We'll Do for You

• Enable Leadership Growth: Lead a high-impact customer service function that directly influences how Coca-Cola North America customers experience reliability, responsiveness, and quality.
• Drive System Integration: Collaborate across Coca-Cola's bottler network and operating units to advance consistency, automation, and connectivity in customer support processes.
• Innovate Through Technology: Access advanced systems and digital platforms to enhance predictive analytics, service performance, and operational agility.
• Empower Strategic Impact: Shape service operations that strengthen Coca-Cola's reputation for excellence, creating value for customers, account teams, and system partners.
• Accelerate Professional Development: Gain leadership experience through complex multi-stakeholder collaboration, mentorship, and exposure to North America supply chain and commercial operations leaders.