Senior Manager, Customer Service FSOP

Job description

Job Description Summary: The Senior Manager, FSOP Customer Service leads a team of Customer Service professionals within NAOU Customer Operations and serves as the primary customer-facing facilitator between Coca-Cola North America and the Foodservice Distribution Network. This role ensures customers have a single point of contact for order questions, changes, issues, and fulfillment updates across all CCNA packages. The Senior Manager is responsible for hiring, training, coaching, staffing, and budget management; establishing performance goals; using quality reports and Salesforce dashboards to monitor results; and prioritizing work to deliver timely, best-in-class support. A key focus of the role is ensuring customers receive clear, proactive, and accurate communication about the status of their orders, including updates on delays, product availability, order changes, and issue resolution. The role oversees order management activities and provides support to account teams and sales while promoting consistent customer purchasing processes. It also guides team members in partnering with appropriate NAOU stakeholders to resolve customer issues, reviews service and order fulfillment metrics—including time to close, first response, and inquiry data—and analyzes trends to improve the customer experience and strengthen service delivery. Function Related Activities/Key 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 Qualifications & Requirements · 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, PowerPoint, 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 Skills & Capabilities Customer Service Leadership: Ability to lead and inspire a high‑performing Foodservice On‑Premise (FSOP) customer service team that consistently meets Coca‑Cola’s standards for efficiency, responsiveness, and reliability. Foodservice Distribution Expertise: Deep understanding of the FSOP customer network, including distributor operations, bottler partnerships, and fulfillment processes across Coca‑Cola North America’s system. Order‑to‑Cash Lifecycle Management: Advanced knowledge of end‑to‑end order management including order entry, validation, modification, delivery coordination, and resolution of transportation or inventory issues. System & Technology Proficiency: Strong working experience with SAP (P08, P40, BW, IC, R/3), Salesforce (Thirsty), OTM, and warehouse management tools, with the ability to integrate data and dashboards into daily decision‑making. Data & Reporting Analysis: Proficiency in Microsoft Excel, Power BI, and reporting platforms to extract performance metrics, identify service gaps, and drive actionable insights. Automation & Digital Enablement: Experience leveraging automation and emerging AI capabilities to streamline manual processes, enhance order accuracy, and improve service agility. Operational & Process Improvement: Proven ability to analyze service trends, resolve root causes, and implement workflow enhancements that strengthen the end‑to‑end customer experience. Cross‑Functional Collaboration: Skilled in partnering with internal teams such as Sales, Supply Chain, Logistics, and Operations to align on priorities, remove barriers, and achieve seamless customer fulfillment. Communication & Relationship Management: Excellent verbal and written communication skills for delivering proactive, clear, and customer‑focused updates across multiple stakeholders. Strategic & Analytical Mindset: Ability to balance short‑term issue resolution with long‑term process optimization while monitoring SLAs and service delivery KPIs through dashboards and reports. What We’ll Do for You Enable Operational Leadership: Lead FSOP customer service operations that directly impact Coca‑Cola’s Foodservice reputation for reliability and excellence. Advance Digital Efficiency: Gain access to world‑class systems and automation tools that modernize how service teams manage orders and customer communication. Collaborate Across the System: Work closely with Sales, Supply Chain, and the Distribution Network to create unified processes that enhance customer satisfaction and delivery performance. Drive Innovation & Impact: Play a central role in shaping service workflows and digital capabilities that simplify complex delivery operations and accelerate issue resolution. Support Professional Growth: Build leadership and technical capability through cross‑functional collaboration, mentoring, and participation in Coca‑Cola’s global operations excellence programs. The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States. Skills: Influencing, organization Pay Range: United States: 116,000 - 142,000 USD Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered. Annual Incentive Reference Value Percentage: 15 Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target. Location(s): United States of America City/Cities: Atlanta Travel Required: 00% - 25% Relocation Provided: No Job Posting End Date: October 21, 2026 Our Purpose and Growth Culture: We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.