B2B Customer Care Representative III
As a Customer Care Representative, you will provide a high level of customer service to our Business-to-Business (B2B) Customers. You will process customer inquiries and orders via email and phone following established protocols. You will build and maintain business relationship with an assigned pool of Customers. You will participate in continuous process improvement initiatives to bring solutions to Customer needs. You will manage new or complex Customer needs that require timely, creative and innovative solutions. You will escalate customer issues appropriately within the organization and maintain responsibility for follow-through to ensure satisfactory resolution. A highly motivated, team player who strives to consistently provide a superior customer experience is required in this position.
Position Shift and Schedule
This is a full time position working Monday through Friday. Normal business hours.
What you will do:
Enter, process and manage orders in our ERP system with active ownership and engagement from PO receipt to customer invoice
Support Sales, Marketing, Supply Planning and Logistics on order-management issues
Support successful execution of EDI transactions and trouble-shoot EDI Idoc errors for assigned pool of accounts
Provide backup of accounts for other team members in their absence
Navigate computerized systems for tracking, information gathering, and/or troubleshooting
Respond in a timely and professional manner to all Customer inquiries. Identify resources within Supply Chain to support timely response to Customer inquiries
Create a positive experience for the Customer by consistently providing superior service and exceeding expectations
Work collaboratively with Transportation, Supply Planning and Distribution Centers (DCs) to support on-time and accurate order fulfillment and delivery to meet customer requirements
Support on-boarding training for new associates and cross training of existing team members
Provide insight on and champion process improvement opportunities and the elimination of non-value-added work
What you must have:
Ability to prioritize multiple tasks in a fast-paced environment with focused attention to detail
3-9 years of experience in Customer Service, preferably in a contact center and/or order fulfillment and order management operation
3-9 years of progressive experience in Supply Chain (preferably for a manufacturer of consumer products)
Prior experience in and ability to navigate computerized systems for tracking, information gathering, and/or troubleshooting.
Experience working with Order Management/ERP systems, EDI (Electronic Data Interchange), on-line vendor portals, databases, software systems and Microsoft Office Suites, particularly Microsoft Excel
Advanced computer and keyboarding experience necessary
Experience working with Retail Buyers, Distributors and/or Brokers preferred
Excellent verbal and written communication skills
Experience in leading multi-functional team collaborative efforts and conference calls a plus
Company Overview & EEO Statement
Keurig Dr Pepper (KDP) is a leading coffee and beverage company in North America with dual headquarters in Burlington, MA and Plano, TX, with annual revenue in excess of $11 billion. KDP holds leadership positions in soft drinks, specialty coffee and tea, water, juice and juice drinks and mixers, and markets the #1 single serve coffee brewing system in the U.S. The Company maintains an unrivaled distribution system that enables its portfolio of more than 125 owned, licensed and partner brands to be available nearly everywhere people shop and consume beverages. With a wide range of hot and cold beverages that meet virtually any consumer need, KDP key brands include Keurig, Dr Pepper, Green Mountain Coffee Roasters, Canada Dry, Snapple, Bai, Mott's and The Original Donut Shop. The Company employs more than 25,000 employees and operates more than 120 offices, manufacturing plants, warehouses and distribution centers across North America.
Benefits built for you: Our people are the heart of our business, which is why we offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development while ensuring you feel valued, inspired and appreciated at work.
Keurig Dr Pepper Inc. is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper Inc. recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/Females/Protected Veterans/Disabled
Candidates must be able to pass a background check and drug test, as applicable for the role.
Keurig Dr Pepper