Mgr Customer Care

Molson Coors•Milwaukee, WI

12d•$111,900 - $146,900

About The Position

The Manager of Customer Care works in North America as part of the Supply Chain Strategy Team. The role oversees a customer care program that builds effective service communications, provides visibility into service performance metrics, and strengthens distributor and customer relationships to deliver AOP and customer satisfaction. The position serves as the Supply Chain lead for Customer Relationship Management processes, partnering with Supply Chain Planning and Logistics, US and Canadian Sales Operations, and retail and wholesaler customers. The goal is to make Molson Coors service a competitive point of difference through accurate order management, timely issue resolution, inventory coordination, on-time delivery in full without damage, and exceptional customer experience. The role reports to the Director SC Strategy and works closely with Supply Chain Planning, Logistics, US and Canadian Sales Operations, distributor and customer partners throughout North America, and a Digital Reporting Analyst.

Requirements

Bachelor’s degree or equivalent experience (4+ years) in customer service, customer operations, supply chain, logistics, distributor management, or a related field.
At least 5 years of experience in customer service, customer operations, supply chain, logistics, or distributor management.
Strong analytical and problem-solving skills, including the ability to translate service performance data into actionable recommendations.
Experience working with ERP, order management, CRM, and Microsoft Office applications.
Ability to influence cross-functional stakeholders and communicate effectively across Supply Chain, Logistics, Sales Operations, and customer teams.
Ability to complete complex projects quickly and adeptly while understanding business priorities.
Ability to build relationships and collaborate to achieve desired outcomes.
Accountability for results, integrity, and honoring commitments.
Commitment to learning and helping others grow, and alignment with the company’s core values.

Nice To Haves

Experience in customer service, customer operations, supply chain, logistics, or distributor management within the beverage or CPG industries.

Responsibilities

Build and oversee a CRM program that creates effective customer partnerships, monitors service performance, and drives action across the business and with distributors and customers; this may include creating a tiered distributor model aligned with the US Sales tiered model and communication routines.
Identify data-driven insights and actionable recommendations related to operational network issues across the US and Canada, partnering with Supply Chain Planning and Service teams through operational and commercial business reviews.
Monitor and recommend improvements to visibility of service performance metrics, scorecards, and reporting protocols, including forecasting, order accuracy, inventory, fill rates, case resolution time, and customer satisfaction.
Establish communication routines across CRM processes to inform stakeholders about production network shifts and new brand introductions, while driving continuous improvement initiatives that strengthen distributor and customer relationships and operational efficiency.

Benefits

Competitive base salary and incentive plans, including a 15% target short-term incentive.
Parental leave.
Health, dental, and vision coverage.
Retirement plan options with employer match.
Generous paid time off, including holidays, vacation days, and sick days.
Wellness Program and wellness incentives.
Employee Assistance Program (EAP).
Business Resource Groups offering volunteer opportunities, leadership experience, and networking.
First Choice Learning opportunities and career development.
Community involvement, including charitable donations and community projects.