Advisor, Coca-Cola Parts Order Process
This role is responsible for providing dedicated support for customers and business partners by processing and managing orders, returns, and inquiries. The Order Process Advisor will research and resolve order issues for Coca-Cola Parts and Coke Catalog customers and business partners using CCNA order management systems while adhering to established service level agreements.
This is a remote position. Must be available to work any shift between 8am and 7:30pm EST, Monday – Friday. Available for in-office training if needed.
Key Activities
- 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.
Key Skills
- 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.
Systems used: Genesys Cloud, Thirsty, SAP, myCoke, Coke Catalog website, Excel, shared Outlook inboxes
Type of activities you'll perform:
- Order entry
- Expedited orders
- Customer order change, cancellation, and ETA requests
- Customer returns and credits
- Transportation issues
- General part or item information
- Over, short, and damaged process
- Transportation method changes
- Duplicate, missing, or incorrect orders
- Website troubleshooting
- Identification and correction of EDI order issues
- System uploads for large orders and returns
- Website registration assistance
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.
Skills
Customer Relationship Management (CRM); Oral Communications; Customer Service; Technical Support; Computer Literacy; Detail-Oriented; Microsoft Office; Recordkeeping; Troubleshooting; Relationship Building