Senior Customer Service Supervisor - poppi

PepsiCo; Purchase (NY); On-site; USD 80,000 - 134,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Health benefits

Dependent Care Reimbursement Accounts

Employee Assistance Program (EAP)

Defined Contribution Retirement Plan

Paid time off

Job summary

PepsiCo is seeking a Senior Customer Service Supervisor to lead a fast-growing Operations team in the Purchase, NY area. You will execute customer orders efficiently while delivering an exceptional customer experience and partnering with Sales, Operations, and Finance to optimize month-end strategies.

The role requires 5+ years in CS/SC or distribution, a BS in Business Admin or related field, and deep beverage distribution CS experience. Travel 10–20% is expected.

Qualifications

• Proven leadership experience growing and developing customer service or operations teams.
• Exceptional written and verbal communication with cross-functional influence.
• Strong problem-solving, follow-through, and attention to detail.
• Able to work independently while collaborating across teams.

Responsibilities

• Deliver best-in-class service through proactive communication and consistent customer execution.
• Develop and enforce customer service policies, procedures, and KPIs to drive operational excellence.
• Lead and develop a high-performing Customer Service team with clear workflows and accountability.
• Partner with Sales, Operations, and Finance to execute accurate end-of-month order strategies.
• Ensure the team maintains daily KPIs to support month-end reconciliation.
• Prepare the Customer Service team for new item launches with complete item and customer setups.
• Align with Sales Operations on launch allocations and communicate constraints early.
• Provide timely supply-risk callouts and escalate potential order disruptions.
• Collaborate with Distribution & Logistics to address freight-related disruptions impacting delivery.
• Drive continuous improvement to reduce lead times and improve order cycle time.
• Analyze ordering patterns and MOQ adherence to optimize cost-to-serve.
• Develop and maintain reporting supporting operational performance and customer visibility.
• Support Pepsi integration workstreams and keep CS aligned on changes.
• Maintain comprehensive SOPs for consistency and scalability.

Skills

Leadership

Communication

Problem solving

Independent work

Cross-functional collaboration

analytical skills

Travel readiness

Education

Bachelor's degree in Business Administration or Supply Chain

Tools

Microsoft Word

Excel

ERP systems

Job description

Overview
Poppi Prebiotic Soda company is looking for a talented and passionate individual to join our growing Operations team. The Senior Customer Service Supervisor will be responsible for executing customer orders in the most efficient way while providing an exceptional customer experience. A successful candidate will have experience in data-driven decision-making, process creation and implementation, people management, and adapting to changing business need. The individual will support the marketing and sales team’s effort, being a strong advocate for each customer while balancing business requirements to service each.

Overview
Poppi Prebiotic Soda company is looking for a talented and passionate individual to join our growing Operations team. The Senior Customer Service Supervisor will be responsible for executing customer orders in the most efficient way while providing an exceptional customer experience. A successful candidate will have experience in data-driven decision-making, process creation and implementation, people management, and adapting to changing business need. The individual will support the marketing and sales team’s effort, being a strong advocate for each customer while balancing business requirements to service each.

This role demands someone with great multitasking abilities, communication, and problem-solving skills. We are looking for someone who is responsible, personable, detail-oriented and committed to excellence. This is an outstanding opportunity for someone with a background in Customer Service to make a big, immediate impact and become an integral part of an amazing, fast-growing company.

Responsibilities

• Deliver best‑in‑class service through proactive communication and consistent customer execution.
• Develop and enforce customer service policies, procedures, and KPIs to drive operational excellence.
• Lead and develop a high‑performing Customer Service team with clear workflows and accountability.
• Partner with Sales, Operations, and Finance to execute accurate end‑of‑month order strategies.
• Ensure the team maintains all daily KPIs required to support accurate month‑end reconciliation.
• Prepare the Customer Service team for all new item launches, ensuring complete item and customer setups.
• Align with Sales Operations on launch allocations and communicate any constraints or changes early.
• Provide timely supply‑risk callouts, escalating potential order‑fulfillment disruptions. Collaborate with Supply Chain to flag discrepancies between planned inventory and real‑time demand.
• Partner with Distribution & Logistics to address freight‑related disruptions impacting customer delivery.
• Drive continuous improvement to reduce lead times, improve order cycle time, and enhance visibility.
• Analyze ordering patterns, volume variability, and MOQ adherence to optimize cost‑to‑serve.
• Develop and maintain reporting that supports operational performance and customer visibility.
• Support Pepsi integration workstreams and keep the Customer Service team aligned on changes.
• Maintain comprehensive SOPs that ensure consistency, scalability, and strong team training.

Compensation & Benefits:

• The expected compensation range for this position is between $80,200 - $134,250.
• Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process.
• Bonus based on performance and eligibility target payout is 8% of annual salary paid out annually.
• Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.
• In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.

Qualifications
What you Bring

• Proven leadership experience growing and developing high‑performing customer service or operations teams.
• Exceptional written and verbal communication skills with strong cross‑functional influence.
• Strong problem‑solving skills with excellent follow‑through, accuracy, and attention to detail.
• Ability to work independently while collaborating effectively across teams.
• Proactive mindset with a strong sense of urgency and commitment to delivering results.
• Highly organized planner who excels at managing multiple priorities in a fast‑paced environment.
• Strong analytical skills with the ability to identify trends, risks, and improvement opportunities.
• Ability to navigate ambiguity and lead teams through change and integration work.
• Customer‑centric approach with the ability to build strong internal and external relationships.
• Willingness to travel 10–20% to engage customers, sales leaders, and operational partners.

Your Background

• 5+ years’ experience in Customer Service, Supply Chain, or Distribution
• Bachelor’s degree in business administration in Business discipline or in Supply Chain
• Food/Beverages experience required
• Previous experience in leading and building a team is required
• MUST have deep functional experience in Beverage Distribution Customer Service
• Working knowledge of Microsoft Word, Excel, ERP or other pertinent software
• Extensive knowledge of Retailers, DTC, Distribution, and Transportation
• Fundamental knowledge of Inventory Management, Production, Procurement

EEO Statement
Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance.
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity / Age
If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy.
Please view our Pay Transparency Statement.