Account Coordinator

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 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 8:00 a.m. and 7:00 p .m.

Function Specific Activities

• Schedule installations, exchanges, parts buy-backs 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., NAOU systems, 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, 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
• Superior Communication skills
• Project Management skills
• Excellent technical skills (i.e., Salesforce, JDE, Outlook, MS Office)
• Excellent problem-solving skills
• Data Analytics
• Customer relationship skills
• People relationship skills

Preferred Education/Experience :

• Undergraduate degree in Business Administration, Logistics, Supply Chain, or equivalent work experience
• 2 years in Customer facing / Phone interaction 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
• Sales/sales support
• Individual/team leadership
• Operations/logistics

Role and Responsibilities

• 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. Managing inbound and outbound customer communication via email, phone, and text.
• Work Environment: Hybrid work environment. Individual contributor acting as an established professional working independently with little supervision, receiving a moderate level of guidance and direction.
• Software Applications: Knowledge and use of technical software applications appropriate to the specific work activities (e.g., basic Company applications, Salesforce (Thirsty and FET), JD Edwards, Winshuttle, Genesys, MS Office, Outlook, Tableau, QuickBase, Hana, Matrix)
• Account Management: Knowledge of NAOU Customer Base and Account Structure, and how they are managed and serviced. Ability to match NAOU 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 NAOU and the customer.
• Sale Support: Knowledge of the Customer Communication Center software systems, capabilities and processes.
• Some accounts may require volume research, monthly reporting, equipment forecasting, purchase order research, finance meetings.
• Equipment Installation Requirements: Knowledge of equipment installation requirements. Knowledge and application of dispensing equipment installation principles.
• NAOU Business Systems Knowledge: Knowledge of the structure, strategies, major initiatives, culture, policies and procedures of the organization. In-depth knowledge of supply chain functions. 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.
• Trademarks and Brands: Knowledge of NAOU Trademarks and Brands. Demonstrates an understanding of the obligation to protect and enhance Company trademarks.
• NAOU Processes: Knowledge of NAOU 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 and Coolers: Knowledge of Fountain and Cooler Manufacturing's capabilities, technology, distribution and business processes. Knowledge of fountain and cooler service policies and procedures.
• Bottler Knowledge: Knowledge of NAOU Bottling 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 of equipment. Knowledge of Bottlers' business models, economics and organizational structures.
• Independent/Third Party Vendor Knowledge: Knowledge of NAOU systems' capabilities (e.g., manufacturing, distribution and repair of fountain equipment, service and installation). Knowledge of the service infrastructure as it relates to installation of equipment. Knowledge of 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).
• Cost Management: Knowledge of direct financial impacts to the business (dry runs, expedites, aged orders, timely equipment closeouts).
• Parts Order, Inventory and Fulfillment Process: Knowledge and application of parts order entry, inventory and order fulfillment process.

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.

Curious

Always seek. Never settle. We look wider, dig deeper, and think two steps ahead. We challenge the status quo by wondering about things outside of ourselves, our teams, and our company. We empathize with the humans we make products, services, and experiences for - their lives, their needs, and their tensions. This pushes us to create in a way that brings magic to the world. Curiosity in the network is expressed by being human-centric. Having greater attunement and faster response to the need of consumers of our products and services, externally and internally.

Inclusive

Amazing together. We build connections across our network to truly hear one another. We trust each other enough to have creative tension, knowing an essential ingredient to our growth is the diversity of our backgrounds, perspectives, and collective knowledge. We recognize, learn from and elevate one another as we work toward our shared purpose and goals. Inclusiveness in the network means openly sharing and collaborating. For networks to move quickly and get the best results, we need to share information, include, and trust one another.

Empowered

Make it happen. We don't sit and wait for an invitation to contribute-we are co-creators and leaders who say and do what needs to be said and done. We are humble, recognizing we are part of something bigger than ourselves and that the collective interest comes first. We hold ourselves accountable, knowing when to disagree and commit and to trust others to carry a vision forward. Empowerment in the network means feeling accountable, with a bias for action, but always applying lateral thinking and acting on behalf of the enterprise.

Agile

Push for progress, not perfection. We have a bias toward action. We bring people and resources together to carry out our work with real-world-tested approaches. We take risks, seeing failure as an opportunity to learn fast and pivot fast. We embrace common tools and practices across the network, so the knowledge and people can easily move across projects and teams. We work within guidelines but without boundaries. Agility in the network means prioritizing learning fast and taking a more iterative, real-world-tested approach.

Skills

Heating Systems; Detail-Oriented; Technical Support; Oral Communications; Troubleshooting; Equipment Installations; Computer Literacy; Customer Service; Refrigeration Systems

Our Purpose and Growth Culture:
We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors - curious, empowered, inclusive and agile - and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130 years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

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. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.