Advisor, Customer Logistics and Supply Chain

4 weeks ago

Atlanta, United States Coca-Cola Full time

This role is responsible for providing dedicated support for our Retail, Bottler, Distributor, McDonald's customers and Business partners by processing orders and inquiries within the Order To Cash (OTC) Supply Chain organization. The Advisor, Customer Logistics and Supply Chain Specialist will research, influence and resolve issues for our Customers and Business partners using Coca-Cola North America (CCNA) order management system & tools based on our established service level agreements.

Please note our team works Mon-Fri, 7:30 AM - 7:30 PM EST. Associates must be able to work manager-assigned shifts within these hours.

Key Activities

* Single point of contact for our customers across Business units
* Partner with sales teams and brokers to address customer satisfaction needs related to pricing, delivery method changes, account management and strategic projects (product launches, packing changes etc.)
* Partner with Product supply, Supply planning, logistics and transportation teams to influence and resolve order flow concerns (late trucks, dwell time, refused deliveries)
* Responsible for managing phone calls and emails from customers, internal stakeholders and partners and accurately tracking and resolving the business need
* Customer order management - Acts as liaison between external departments and customers to process order changes, communicate all order changes, track and reschedule customer orders to meet customer requested delivery dates
* Apply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery dates
* Proactively manage order flow, communication of all In Full issues and partner with transportation to ensure delivery appointments and pick-up appointments are set timely to mitigate order failures
* Recognize and track trends with customer issues, evaluate and suggest process improvements for Product order management and our partners
* Understand Company goals and performance metrics and improve quality and speed to meet and exceed customer expectations
* Work collaboratively but often independently on daily tasks and resolve escalations that are diverse in scope using strategic thinking, people and company resources
* Build and leverage collaborative relationships with our customers, sales, logistics and other internal partners based on customer specific operations
* Analyze, coordinate and participation in implementation of design projects to support department and or key customer objectives.

Required Skills/Experience

* Strong customer service and relationship background, strategic thinking, effective communication and business writing skills
* Must have strong research or analytical skills, attention to detail, effective problem solver and influencing skills
* Must have a strong sense of urgency and be empowered to make timely and informed decisions
* Building collaborative relationships within Product Order Management (POM), Supply chain/OTC organization and our external partners
* Knowledge of the CCNA Product Supply system, Order Management and Salesforce & SAP a plus. Other systems used include Customer Relationship Management (CRM) Database, MS Office; Outlook, Word, Excel, SharePoint, Genesys
* Ability to excel and contribute in a fast paced and changing work environment with accuracy while meeting Service Level Agreement (SLA's) and deadlines
* Ability to understand overall Company objectives and manage competing project and tasks
* Roles within this organization include teleworking and remote working. Candidate must be able to work independently with minimal daily supervision

Types of additional activities managed

* Expedited Orders
* Customer Order Change Request
* Customer Pick Up
* Transportation Issues
* Dock Cuts
* Ship Withs
* General Product Information
* Plant Redirects
* Over, short and damaged process
* Transportation Method Change
* Duplicate, missing, or incorrect orders

What We Can Do For You

* Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico.
* Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.

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