Dir., International Customer Service System Development

Position Overview:

Individual responsible for development of international customer service system capabilities to support global expansion of Coca-Cola Freestyle dispensing technology. Key responsibilities include:

Consult and coach BU Supply Chain teams on development of customer service capabilities to support the testing and commercialization of Coca-Cola Freestyle in their markets.

Support development and execution of International BU Customer Care Plans: Service Provider Training, Contact Centers, Parts, Project Fulfillment, Field Serviceability, Technician Interface and the Field Network.

Participates on FS Alpha/Beta teams and coordinates network resources for field test installations.

Compile and Publish installation guidelines and supporting provider training materials

Ensure network capability and capacity are sufficient to meet business case requirements

Ensure Parts supply is adequate for rollout and ongoing support

Develop and implement escalation processes between local BU supply chain teams and the Freestyle International Business Development Team

Develop and implement post launch communication routines to share learning’s across international BUs, the US, and the Freestyle International Business Development Team

Consult on the development and implementation of performance metrics to continually improve the cost, quality, and speed of the scheduled and reactive service processes

Manage planning and execution of project/retrofit activity across the Freestyle fleet

Develops and implements plan to provide SME support in activated markets, i.e. installations work withs, HIO support, retrofits, etc.

Function Specific Responsibilities:

Lead development of international Customer Service strategy to support CCF Business Case:

Lead the development and execution of Customer Service strategies to support global expansion of Coca-Cola Freestyle.

Consult with expansion BU teams to ensure project plans, resources requirements, and skills assessments are completed to support local CCF Business Case.

Execution Support: support expansion market teams in the execution of Alpha, Beta, and pilot phase market testing. To include training, initial install support, and best practice sharing.

Stewardship: Gather and share Coca-Cola Freestyle customer service system best practices across BUs executing Freestyle. Steward performance against key Customer Service metrics with BU and CCFGC leadership to identify issues and manage performance.

QUALIFICATIONS:
Education: Bachelor’s Degree
Experience Required:

10 years system/business experience working in customer service/supply chain discipline.

Skills/Competencies:

Leadership

Effective Communication

Exerting Personal Influence

Project Management

Building Relationship Networks

Supply network management

Leading Through Change

Analysis and Problem Solving

Determining Financial Impact

Core Competencies:

Drives Innovative Business Improvements: Develops new insights into solutions that result in organizational improvements; promotes a work environment that fosters creative thinking, innovation and rational risk-taking.

Balances Immediate and Long-Term Priorities: Seeks to meet critical objectives while considering the impact of those decisions and activities on the ability to achieve long-term goals.

Delivers Results: Focuses on the critical few objectives that add the most value and channels own and others' energy to consistently deliver results that meet or exceed expectations.

Imports and Exports Good Ideas: Relentlessly seeks, shares and adopts ideas and best practices in and outside the Company and embraces change introduced by others.

Develops and Inspires Others: Builds and maintains relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments. Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.

Lives the Values: Demonstrates the values of The Coca-Cola Company through words, actions, and by example; fosters an environment that reflects the values of the company.

Technical Competencies:

Differentiating through Innovation

Driving Customer and Consumer Value

Optimizing Strategic Relationships and Networks

Demonstrating Judgment in Decision Making

Instilling Confidence and Trust

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.

Dir., International Customer Service System Development