Advisor, Coca-Cola Parts Order Process

Job Overview

JOB DETAILS

REQUIREMENTS

• Strong customer service, problem solving, issue resolution, and communication skills.
• Ability to multitask effectively in a fast-paced environment.
• Build collaborative relationships
• Knowledge of CCNA, Order Management, and Customer Support processes and systems.
• Maintain a sense of urgency, and attention to detail while documenting and working cases in Thirsty.
• People in this organization can work from home or in various US and Canada offices, so they must be able to operate independently with minimal daily supervision.
• Express ideas precisely, persuasively and effectively; listen and respond appropriately to customers and co-workers and all levels of management in an effective professional manner.
• Commitment to and passion for continuous improvement.

RESPONSIBILITIES

• Provides single point of contact for Coca-Cola Parts and Coke Catalog Customers. Respond to phone calls and emails from customers or internal stakeholders. Accurately document issues and resolutions.
• Manages customer orders and returns – Create orders and returns as needed to meet customer needs while minimizing cost to serve.
• Resolve issues reported via phone and email while also owning, researching, monitoring, and following up on in-progress cases as needed throughout the day.
• Collaborate with appropriate CCNA stakeholders and business partners to identify root cause of issues and solve problems.
• Understand performance metrics and improve quality, speed, and capabilities to meet or exceed goals.
• Recommend systems and process improvements.
• Ad hoc projects – Assist with special projects as needed.

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