Senior FSOP Customer Service Leader

0101 Coca-Cola North America; Atlanta (GA); On-site; USD 116,000 - 142,000; Full time

Job summary

Coca-Cola North America is seeking a Senior Manager, FSOP Customer Service to lead a team of customer service professionals within NAOU Customer Operations. You will be the primary customer-facing facilitator for order questions, changes, and fulfillment updates across CCNA packages.

The role emphasizes hiring, training, coaching, budgeting, and using SAP, Salesforce, and Power BI dashboards to monitor performance, drive process improvements, and ensure proactive, clear communication with

Qualifications

• Bachelor’s degree required.
• 5 or more years of experience in Customer Service, Supply Chain, or Warehouse Operations.
• Intermediate Microsoft Office applications skills required (Excel, Access, Power BI)
• Willingness to experiment and iterate with Automation and emerging AI capabilities.
• Experience with SAP (P08, P40, BW, IC, R/3), OTM
• Experience with Salesforce (Thirsty)
• Knowledge of the Order to Cash Life Cycle
• Advanced understanding of Customer Service
• Basic fundamentals of Supply Chain Management
• Solid communication skills

Responsibilities

• Manage and ensure CS Associates meet service SLAs
• Drive the execution of projects from inception to completion.
• Register and train Customers myCoke website
• Onboarding new customers
• Expedite Orders
• Customer Order Change Request
• Transportation Issues / Plant Cuts / General Product Information
• Over, short, and damaged process
• Process Order Changes Based on Delivery Block Reports
• Duplicate, missing, or incorrect orders
• System support for warehouse

Skills

Customer Service Leadership

Foodservice Distribution Expertise

Order-to-Cash Lifecycle Management

System & Technology Proficiency

Data & Reporting Analysis

Automation & Digital Enablement

Operational & Process Improvement

Cross-Functional Collaboration

Communication & Relationship

Strategic & Analytical Mindset

Education

Bachelor's degree

Tools

SAP

OTM

Salesforce

Job description

Coca-Cola North America is seeking a Senior Manager, FSOP Customer Service to lead a team of customer service professionals within NAOU Customer Operations. You will be the primary customer-facing facilitator for order questions, changes, and fulfillment updates across CCNA packages.

The role emphasizes hiring, training, coaching, budgeting, and using SAP, Salesforce, and Power BI dashboards to monitor performance, drive process improvements, and ensure proactive, clear communication with