Senior Manager, Customer Service Bottler Network

Job Description

Summary:

The Senior Manager, Bottler Network 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 North American Bottler 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:
Proven ability to lead, coach, and motivate customer service teams to meet or exceed service level agreements (SLAs) and performance objectives.

Bottler Network

Collaboration:

Skilled in coordinating relationships and service routines between Coca‑Cola North America and the bottler network to ensure seamless order execution across packages and regions.

End‑to‑End Order Management:
Expertise in the complete Order‑to‑Cash lifecycle, including order processing, fulfillment, change management, and resolution of issues related to transportation, plant cuts, and product availability.

System Proficiency:
Advanced working knowledge of SAP (P08, P40, BW, IC, R/3), Salesforce (Thirsty), OTM, and warehouse management systems; ability to leverage digital tools to monitor performance, track inquiries, and drive efficiency.

Data Analysis & Reporting:
Strong analytical capabilities using Microsoft Excel, Power BI, and dashboards to interpret service trends, identify root causes, and create actionable improvements.

Continuous Improvement & Automation:
Comfort experimenting with automation and emerging AI technologies to streamline customer service operations and enable predictive insights.

Cross‑Functional Coordination:
Ability to align with internal…