Senior Manager, Retail Warehouse Route to Market Customer Service

The Senior Manager, Retail Warehouse Route to Market 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 chilled juice 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: Demonstrated ability to lead and develop a high-performing customer service team that manages operations for Coca-Cola's chilled juice network within the North America Operating Unit (NAOU).
• Retail Warehouse and Route-to-Market Expertise: Deep understanding of the warehouse distribution model, chilled product delivery, and route-to-market processes that ensure efficient order management and customer satisfaction.
• End-to-End Order Management: Strong command of the Order-to-Cash lifecycle including order creation, modification, shipment coordination, and resolution of transportation, plant, or inventory issues.
• Technology and Systems Proficiency: Advanced experience with SAP (P08, P40, BW, IC, R/3), Salesforce (Thirsty), and OTM systems; proven ability to leverage these platforms for order tracking, data analysis, and issue management.
• Data Analysis and Reporting: Skilled at using Microsoft Office applications and Power BI for monitoring service level performance, identifying fulfillment trends, and driving data-driven decision making.
• Automation and Process Innovation: Experience experimenting with automation or AI technology to enhance digital workflows, reduce manual effort, and improve delivery accuracy and speed.
• Cross-Functional Collaboration: Strong partnership capabilities with internal stakeholders in Supply Chain, Logistics, Sales, and Warehouse operations to align service priorities and resolve issues swiftly.
• Communication and Relationship Management: Exceptional ability to communicate proactively and clearly with customers across retail and chilled juice networks, ensuring transparency and trust in every interaction.
• Operational Agility and Problem Solving: Strategic and analytical problem-solver who can act quickly on order fulfillment bottlenecks, inventory challenges, or transportation delays.
• Performance Management and Governance: Experienced in setting and tracking team goals, managing training and budgets, and using dashboards and reporting tools to sustain best-in-class service consistency.

What We'll Do for You

• Empower Operational Leadership: Take charge of Coca-Cola's chilled juice customer service operations, leading team performance and enabling cross-system excellence across the retail warehouse and route-to-market network.
• Advance Digital Transformation: Access industry-leading platforms and tools that integrate automation, analytics, and AI innovation to modernize service delivery and strengthen fulfillment performance.
• Collaborate Across the System: Partner with commercial, warehouse, logistics, and supply chain teams to create operational synergy that drives superior customer outcomes.
• Lead Service Impact: Shape customer fulfillment processes that directly influence revenue, reliability, and beverage quality across one of Coca-Cola's fastest-moving networks.
• Foster Professional Growth: Build leadership capabilities and deepen expertise in supply chain service management while contributing to Coca-Cola's continued success in the North America chilled beverage market.