Senior Manager, Customer Service FSOP

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.