Customer Service Representative II

Location: Remote but needs to be in Atlanta to come onsite for training

This role is responsible for providing dedicated support for our Retail Bottler Distributor McDonalds customers and Business partners by processing orders and inquiries within the OTC Supply Chain organization. The Customer Logistics and Supply Chain Specialist will research influence and resolve issues for our Customers and Business partners using CCNA order management system & tools based on our established service level agreements.

Key Activities
Single point of contact for our customers across Business units (MMBU Food Service)
Partner with sales teams and brokers to address customer satisfaction needs related to pricing delivery method changes account management and strategic projects (product launches packing changes etc.)
Partner with Product supply Supply planning logistics and transportation teams to influence and resolve order flow concerns (late trucks dwell time refused deliveries)
Responsible for managing phone calls and emails from customers internal stakeholders and partners and accurately tracking and resolving the business need
Customer order management Acts as liaison between external departments and customers to process order changes communicate all order changes track and reschedule customer orders to meet customer requested delivery dates
Apply best practices and business knowledge to make timely decisions and resolve issues with product orders to meet requested customer delivery dates
Proactively manage order flow communication of all In Full issues and partner with transportation to ensure delivery appointments and pickup appointments are set timely to mitigate order failures
Recognize and track trends with customer issues evaluate and suggest process improvements for Product order management and our partners
Understand Company goals and performance metrics and improve quality and speed to meet and exceed customer expectations
Work collaboratively but often independently on daily tasks and resolve escalations that are diverse in scope using strategic thinking people and company resources
Build and leverage collaborative relationships with our customers sales logistics and other internal partners based on customer specific operations
Analyze coordinate and participation in implementation of design projects to support department and or key customer objectives.
Required Skills/Experience
Strong customer service and relationship background strategic thinking effective communication and business writing skills
Must have strong research or analytical skills attention to detail effective problem solver and influencing skills
Must have a strong sense of urgency and be empowered to make timely and informed decisions
Building collaborative relationships within POM Supply chain/OTC organization and our external partners
Knowledge of the CCNA Product Supply system Order Management and Salesforce & SAP a plus. Other systems used include CRM Database MS Office; Outlook Word Excel SharePoint Genesys
Ability to excel and contribute in a fast paced and changing work environment with accuracy while meeting SLAs and deadlines
Ability to understand overall Company objectives and manage competing project and tasks
Roles within this organization include teleworking and remote working. Candidate must be able to work independently with minimal daily supervision