Customer Service Manager

Customer Service Manager

The Coca-Cola Company

Customer Service Manager

Detalles de la oferta

Main Purpose of this Job is to ensure a clear system processes, in order to lead commercial and portfolio management tools to reach our 2021 OOS vision- optimum level below 7Pts.
In order to assure portfolio consistency on the traditional trade, we need to evolve our OOS positioning to a portfolio management framework considering mainly the following initiatives: Demand Shaping, Commercial Capabilities (assure basics), Logistics and distribution, value execution, and customer capabilities.
Demand Shaping: Generate a clear reference/SKU expansion and control model, in order to assure high impact portfolio in the market- align customer and KO value equation. Commercial Capabilities: Assure portfolio consistency in the market based on control and inventory optimization processes, considering not only portfolio culture and internal visibility, but also an optimization and better control of commercial/discounts dynamics on the traditional trade. Logistics and distribution: assure a holistic approach across geographies - E2E process Value execution: assure execution guidelines considering not only a shopper perspective, but also customer capabilities and limitations. Customer capabilities: position customer as a critical player within portfolio management- migrate from a transactional commercial approach to a client/business development vision, leveraged on a better POS inventory and cash flow control.
Prioritized Responsibilities
1.Culture & visibility: Assure Project Leaders/agents of change in each bottler and within frontline, responsible of generating a commercial Culture behind portfolio Management and inventory consistency. Assure monthly routines with GMs and Franchise leads, in order to assure a proper project follow-up and to define possible corrective actions align with commercial strategies.
2. Short term (Present-Forward): Define specific corrective short and mid-term plans considering different variables within the end-to-end process- S&OP/ Production/ Logistics/ Distribution/ Commercial and Execution.
3. Long term (Future-Back): Develop commercial and portfolio management tools with focus on sales prediction and inventory efficiency models supported on Real Time Analytics. Expand Capabilities vision from internal (commercial capabilities) to a market ecosystem - Customer capabilities.
4. Deeper Understanding: Continue developing a deeper understanding behind the OOS metric and develop, supported on BI, inventory optimization analysis and control tools with focus on the traditional trade.
5. Best in Class: Share best practices among SLBU community, and position SLBU as best in class
Knowledge of the Business:
Commercial Strategy Expertise, Channel development & Supply Chain understanding
System knowledge (strengths & opportunity areas, Bottler BP, franchises contract) Imports & exports good ideas
Fact based analytical thinking and problem Solving. Creative thinking.
Use of information and data- analytical skills into strategic thinking.
Build value based relations and solid interactions with others.
Relationships network within the Company and Functional Areas.
Relationships network within Bottler community.
Exerting Personal Influence, strategic negotiation and persuasive skills.
Delivers results through leadership and working collaboratively.
Develops and inspires others.
Works under pressure. Strong Resilience.
Balances immediate and long term priorities.
Motivational Skills:
Self-Motivated, capable of working under continuous pressure.
Ability of being structured under an unstructured environment, and to administrate complexity.
Open-minded, perseverant to change status-quo.
Firm in defending convictions yet understanding.
Confident, Winner’s attitude.
Communication Skills:
Persuasive skills applied in negotiations-interactions with frontline and bottler med/upper management.
Fluent in both English and Spanish.
Building and sustaining a position.
Getting others support a position.
Empathy and ability to listen and understand other’s point of view.
Presence that conveys confidence, respect and trust
Strong presentation skills and ability to influence.
Developed interpersonal skills.
Our Growth Culture:One of the reasons our company continues to thrive after 130+ years is having a company culture that supports and rewards behaviors that lead to growth. Our “Growth Behaviors,” as we call them, are ways of being and working that help to make us successful. Think about how you can bring this to life in your next role at Coca-Cola.

CuriousKeep seeking, never settle. Staying curious about what is outside, and two steps ahead inspires us to challenge the status quo. Having the courage to look and leap is the way we grow. Because asking “what if?” pushes us to the next level as people and as a company.

EmpoweredMake it happen. True empowerment is the result of taking responsibility. This means giving yourself permission to see it, say it and do it, and owning the outcomes. Because we move forward faster when we all take action.

Version 1.0, 2.0, 3.0Push for progress, not perfection. There are very few overnight successes. Greatness is borne of many little victories (and failures). Share v 1.0, test it, and make it better. Then create the next version. Because the moment we think something is perfect, it will be obsolete.

InclusiveInclude, value and trust each other. We are smart alone but together we are genius. This means being inclusive, giving the benefit of the doubt and being responsible for each other. Because, for our company to thrive for the next 100+ years, smart isn’t enough. We need genius.

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.

Fuente: Jobs4It


  • Tecnologías de la Información / Gestión de Proyectos