Customer Service Analyst

Keurig Dr Pepper Plano , TX 75023

Posted 2 months ago

  • Assisting the Customer Service Manager with the overall supervision of end to end customer service management and delivery of superior customer support.

  • Accountable for the day to day execution of customer orders, track & trace, securing Proof of Delivery, coordination of customer returns as well as ensuring that the customer receives an accurate invoice.

  • Adding value to the business through relationship management (growth) with Transportation, Warehousing, Demand Planning and key collaborative business partnerships with our external and internal customers such as Sales, Brokers, and Finance.

  • Seek out opportunities to improve process, increase efficiencies and support cost savings initiatives in warehousing and transportation

Keurig Dr Pepper (NYSE: KDP) is a leading coffee and beverage company in North America, 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.


  • Assisting with the overall supervision of a customer service team.

  • Responsible for ensuring superior customer satisfaction, resolving complaints and inquiries as deemed appropriate, at the lowest delivered cost.

  • Responsible for measurement of customer service standards for the team, in collaboration with the business unit's service level agreements.

  • When applicable, review customer in-stock levels, support promotions, manage working capital, service level and turn expectations for Collaborative customers

  • Accountable for stakeholder management and communications to the senior management. Must be able to fluidly address issues, drive root cause analysis initiatives and deliver on agreed upon commitments.

  • Identification of cost-effective improvement opportunities and innovative ways of doing business to effect continual improvements.

  • Responsible for driving and supporting the strategy as developed by the Supply Chain to meet the needs of the commercial agenda by translating the organizational vision into tactical plans and specific initiatives to ensure goals are achieved or exceeded. Consult, train, advise and motivate direct reports in support of Company financial plans, corporate key performance indicators (KPI) and expectations of the customer service function.

  • Support RCI initiatives and champion organizational change initiatives

  • Cultivate an environment that encourages maximum productivity and service effectiveness, personal growth and development, open communications and teamwork with local and remote team members.

  • Responsible for the team's commitment to order management relative to ensuring accuracy of pricing/deals, delivery dates, plant selection, risk management, and assist as required in the administration of the deduction resolution process.

  • Participation in Perfect Order initiatives - price match, damages, order accuracy metrics, OTIF metrics, others as determined by project team.

  • Overall management of SOX controls/approvals and resolution of issues; coaching of team where required.

  • Project Management as delegated by the Director Customer Services.


  • Strong customer orientation, able to build relationships

  • Ability and want to service External and Internal Customers in person and by phone using keen listening, probing, acknowledging and informing skills.

  • Effective as a change catalyst

  • Ability to manage down, up and across both internal and external customers

  • Ability to work independently to achieve goals and targets

  • Analytical reasoning skills and problem solving skills

  • Experience in Order Processing

  • Excellent written and verbal communication skills, including ability capture the detail of a situation and communicate accurately and completely, verbally or in writing.

  • Ability to work in a team environment

  • Flexibility and open-mindedness - enjoying ambiguity and change

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.

  • BA in Business/Accounting/Finance preferred or 5 years of equivalent experience
  • 3 years in any of the following areas: Logistics and customer operations, deduction management, customer service, or credit/collections.
  • 2 years' experience in Microsoft Windows, Word, & Excel
  • 1 year of experience with SAP (or similar ERP system)

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

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Keurig Dr Pepper