Account Coordinator - Alpharetta

Job description

DESCRIPTION & REQUIREMENTS:

Position Overview:

The Account Coordinator serves as the primary point of contact for our customers to fulfill orders for all planned or scheduled services in accordance with established Service Level Agreements.  The Account Coordinator works closely with our national service network to provide first-level support for our Foodservice customers and clients for planned equipment service needs and miscellaneous sales and operations activities.  Planned services include new equipment installations, replacements, flavor changes, and removals. The AC is also responsible for researching and resolving issues (i.e. billing, product reimbursement, volume reporting, “point of sale” materials, etc.) for our customers and business partners using Coca-Cola order management systems and processes.

Hours:

Must be available to work a fixed 8 hour shift Monday – Friday between 7:30 a.m. and 8:00 p.m.

Function Specific Activities

·  Schedule installations, replacements, and/or removals of equipment or other assets using Coca-Cola information systems, supplier networks and agent contacts in order to meet customer expectations.
·  Research and resolve issues for customers, business partners and Company associates in order to expedite service, installations or orders using information systems (e.g., JD Edwards, Service Source, Central Service, FedEx or UPS databases).
·  Contact customers in order to confirm service or orders (e.g., service follow up, equipment service confirmation, parts delivery confirmation, service scheduling).
·  Source and facilitate delivery of assets (e.g., beverage equipment, parts, point of sale material, return of assets) for customers in order to complete projects or installations using Coca-Cola information systems and supplier contacts.
·  Receive, record and respond to customer or consumer inquiries/feedback using database tools and documented best practices in order to provide improved service performance and/or to capture and report data to internal/external users.
·  Create and maintain partnerships with customers, sales and operations clients or third party service providers (e.g., service/installation agents, distributors) by establishing common goals, objectives and performance target requirements in order to improve mechanical service and installations for customers.
·  Process order information using Coca-Cola information systems to deliver data to customer, business partners and Company associates or to communicate demand for products or services.
·  Expedite priority orders (e.g., distributor product, parts, equipment) using departmental processes and information in order to maximize customer satisfaction and equipment up-time.
·  Process orders for goods and services with business partners, customers, suppliers and Company associates, either through direct telephone contact or other electronic means, in order to increase speed and accuracy of order transactions.

Job Requirements                                                                                                 

• Education: High school diploma; GED equivalent

• Best-In-Class:

·  Customer service skills
·  Communication/follow-up skills
·  Technical skills (i.e. AS400, SAP, Microsoft Office Suite, Sharepoint)
·  Problem solving skills
·  Results orientation
·  Planning and organizing skills
·  Time management skills
·  Multi-tasking skills
·  People relationship-building skills (i.e. customer/client; cross-functional business partners; peers; management; etc.)
·  Learning aptitude

Preferred Education/Experience :

• Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience

·  2 years in Customer facing role
·  Manage customer issues, analyzing opportunities and providing system and process solutions that meet or exceed customer expectations. Proven record of successful customer relationship skills
• Call Center experience

• Sales/sales support

• Individual/team leadership

• Operations/logistics

 

Technical Skills

·  Software Applications: Knowledge and use of technical software applications appropriate to the specific work activities (e.g., basic Company applications, SAP, OPS, JD Edwards, Service Source, Central Service).  
·  Customer Focus: Making customers (external and internal) and their needs a primary focus of one's actions; developing and sustaining productive customer relationships; creating and executing plans and solutions in collaboration with the customer.  
·  Account Management: Knowledge of FSOP customer base and account structure, and how they are managed and serviced. Ability to match FSOP products and services to the needs of account management and their customers. Knowledge of account stewardship techniques: Knowledge of customer requirements and business plans to ensure continuity of supply. Ability to develop partnerships with customers that benefit CCNA and the customer.  
·  Contact Center: Knowledge of Contact Center software systems, capabilities and processes.  
·  Equipment installation requirements: Knowledge of equipment installation requirements (e.g., electrical power, water, drain, airflow, space requirements). Knowledge and application of dispensing equipment installation principles.  
·  CCNA NFSOP Business Systems Knowledge: Knowledge of the structure, strategies, major initiatives, culture, policies and procedures of the organization. In-depth knowledge of supply chain functions (Contact Center, Equipment Supply, Field Service, Manufacturing, Distribution). Knowledge of internal and external forces that influence the organization and its customers. Ability to clarify the role and processes of Corporate, Fountain, Minute Maid, Bottlers and Suppliers and how they interface with one another.  
·  Information Systems: Knowledge and use of existing CCNA Technical Information Systems (e.g., JDE, Central Service, SAP) to generate necessary data. Ability to access, analyze and utilize information in a manner that adds value to the organization. Ability to propose system enhancements based on business needs.  
·  Trademarks and Brands: Knowledge of TCCC Trademarks and Brands. Demonstrates an understanding of the obligation to protect and enhance Company trademarks.  
·  CCNA and Shared Services Processes: Knowledge of CCNA and Shared Services processes (e.g., fulfillment, settlement and purchase orders). Knowledge of specific supply chain process design standards and operating methods (e.g., packaging equipment, service and installation, order management). Knowledge of the impact, interdependencies and relationships that each function within the supply chain has on each of the other functions.  
·  Fountain: Knowledge of Fountain Manufacturing's capabilities, technology, distribution and business processes. Knowledge of fountain service policies and procedures.  
·  Bottler Knowledge: Knowledge of bottler network systems' capabilities (e.g., manufacturing, distribution and repair of fountain equipment, service and installation). Knowledge of the Bottler service infrastructure as it relates to installation equipment. Knowledge of Bottlers' business models, economics and organizational structures.  
·  Distribution: Knowledge of distributor/distribution policies and procedures. Ability to understand costs/benefits of distributors and common carriers, third party capabilities, distribution structures to support customer order processes, and product availability.  
·  Service Fulfillment: Knowledge of supplier fulfillment capabilities to meet customer and internal requirements. Ability to build system capability and capacity to ensure service is provided effectively, timely and efficiently.  
·  Current Business Conditions: Knowledge of current business conditions/external environment as it impacts The Coca-Cola System.  
·  Food Service Industry: Knowledge of the food service and hospitality industry.
·  Equipment Optimization/Configuration: Knowledge of optimal in-outlet equipment configuration (e.g., number of valves, dispensing locations, type) based on current and future customer needs (e.g., volume, traffic).  
·  Parts Order, Inventory and Fulfillment Process: Knowledge and application of spare parts order entry, inventory and order fulfillment process (e.g., Cycle Counts, Van Balances, open PO reports).

Leadership Behaviors:

·  DRIVE INNOVATION:  Generate new or unique solutions and embrace new ideas that help sustain our business
·  COLLABORATE WITH SYSTEM, CUSTOMERS, AND OTHER STAKEHOLDERS :  Develop and leverage relationships with stakeholders to appropriately stretch and impact the System (Company and Bottler)
·  ACT LIKE AN OWNER :  Deliver results, creating value for our brands, our System, our customers and key stakeholders
·  INSPIRE OTHERS:  Inspire people to deliver our mission and 2020 Vision, demonstrate passion for the business and give people a reason to believe anything is possible
·  DEVELOP SELF AND OTHERS:  Develop self and support others’ development to achieve full potential

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Honesty and integrity have always been cornerstone values of The Coca-Cola Company. Our passion for people of integrity mirrors our spirited drive for total quality in our brands. These and other elements allow the company to sustain strategic practices and drive business performance. The Personnel Integrity Assurance Program is another step toward making The Coca-Cola Company the premier workplace. This process includes a pre-employment background investigation that applies to all applicants employees and contractors of the company. The scope of this inquiry may cover such elements as education employment history a criminal history check reference checks and a pre-employment drug screen. Designated countries or sensitive positions within the company may have more stringent standards.

At The Coca-Cola Company you can cultivate your career in a challenging and dynamic environment. We are the largest manufacturer and distributor of nonalcoholic drinks in the world-selling more than 1 billion drinks a day. Unlock your full potential with a future-focused company that is known and respected throughout the world.

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.