Senior Manager, Retail Warehouse Route to Market Customer Service

Coca-Cola•Atlanta, GA

23h

About The Position

The Senior Manager, Retail Warehouse Route to Market 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 chilled juice network. The role provides customers with a single point of contact for order questions, changes, issues, and fulfillment updates across CCNA packages. The Senior Manager is responsible for hiring, training, coaching, staffing, budget management, and establishing team performance goals. The role uses quality reports and Salesforce dashboards to monitor results, prioritize work, and deliver timely customer support. A key focus is providing clear, proactive, and accurate communication about order status, delays, product availability, order changes, and issue resolution. The position oversees order management, supports account teams and sales, and promotes consistent customer purchasing processes. It guides team members in partnering with NAOU stakeholders to resolve customer issues, reviews service and order fulfillment metrics such as time to close, first response, and inquiry data, and analyzes trends to improve customer experience and service delivery. The role is based in Atlanta, with 0%–25% travel required. The Coca-Cola Company does not offer employment sponsorship for this position; applicants must already be authorized to work full-time in the United States without sponsorship.

Requirements

Bachelor’s degree required.
Five or more years of experience in Customer Service, Supply Chain, or Warehouse Operations.
Intermediate Microsoft Office skills, including Excel, Access, PowerPoint, and Power BI.
Willingness to experiment and iterate with automation and emerging AI capabilities.
Experience with SAP (P08, P40, BW, IC, R/3) and OTM.
Experience with Salesforce (Thirsty).
Knowledge of the Order-to-Cash lifecycle.
Advanced understanding of Customer Service.
Basic fundamentals of Supply Chain Management.
Solid communication skills.
Demonstrated ability to lead and develop a high-performing customer service team.
Understanding of warehouse distribution, chilled product delivery, and route-to-market processes.
Strong command of end-to-end order management, including order creation and modification, shipment coordination, and resolution of transportation, plant, or inventory issues.
Ability to use systems for order tracking, data analysis, and issue management.
Ability to monitor service performance, identify fulfillment trends, and support data-driven decisions.
Strong cross-functional collaboration with Supply Chain, Logistics, Sales, and Warehouse operations.
Clear, proactive customer communication and relationship management.
Strategic and analytical problem-solving skills to address fulfillment bottlenecks, inventory challenges, and transportation delays.
Experience setting and tracking team goals, managing training and budgets, and using dashboards and reporting tools.
Applicants must be currently authorized to work in the United States on a full-time basis and must not require company sponsorship to continue working legally in the United States.

Nice To Haves

Experience experimenting with automation or AI technology to improve digital workflows, reduce manual effort, and improve delivery accuracy and speed.

Responsibilities

Manage the team and ensure Customer Service Associates meet service-level agreements.
Drive projects from inception through completion.
Register customers for the myCoke website and train them to use it.
Onboard new customers.
Expedite orders.
Manage customer order change requests.
Address transportation issues, plant cuts, and general product information inquiries.
Manage the over-, short-, and damaged-product process.
Process order changes based on delivery block reports.
Resolve duplicate, missing, or incorrect order issues.
Provide system support for warehouses.
Hire, train, coach, and staff Customer Service professionals; manage budgets and establish performance goals.
Monitor results using quality reports and Salesforce dashboards, and prioritize work to provide timely support.
Communicate proactively and accurately with customers about order status, delays, product availability, changes, and issue resolution.
Oversee order management activities and support account teams and sales.
Guide team members in partnering with NAOU stakeholders to resolve customer issues.
Review service and order fulfillment metrics, including time to close, first response, and inquiry data, and analyze trends to improve service delivery.