Customer Service Manager in Burlington, MA at Keurig Dr Pepper

Date Posted: 3/13/2020

Job Snapshot

Job Description

As the Customer Service Manager, you will develop and motivate the corporate escalation team, ensure volumes of work are handled in a timely manner and that key initiatives are met for our Customer Service teams. You will ensure the achievement of all established service level metrics which contribute to the superior performance of the team. The CSM will work collaboratively across functions, regions and business units to implement strategies and tactical plans to drive effortless customer experiences and deliver results.

In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills. Additionally, you will act as a champion of change and leverage Customer Service technologies to drive best practices globally.

Responsibilities Include:

  • Respond to customer service issues in a timely manner.
  • Stay informed on the latest industry techniques and methods.
  • Handle escalated consumer calls, especially forwarded from the ELT (Executive Leadership Team)
  • Motivate the team & work to upkeep team morale
  • Assist in hiring and training of new employees as well as the development of training materials and programs for all locations
  • Manage the department workload including call volume, email, auditing, projects, etc.
  • Keep all policies, procedures, promotions and all new information updated and communicated to the team.
  • Ensure consistency of responses to consumers’ questions through calls and emails.
  • Communicate & collaborate with cross functional teams to meet enterprise goals (i.e.. Sales, Marketing, ecommerce, Quality, Logistics, Finance, Planning, B2B, Engineering, etc.)
  • Provide direct and timely feedback on department volume, issue and projects to the Management Team
  • Work with HR and team members to develop career growth for staff within the organization.
  • Focus on continuous process improvement (Siebel, Web, Chat, etc).
  • Assist in the development of reports for all work related to the department to be able to measure performance with - calls, emails, miss-ships, call tags, etc. for completion in a timely manner.


  • Bachelor’s degree preferred 
  • 7 – 10 years’ experience in customer service area with demonstrated progression of additional responsibilities
  • Strong communication and writing skills
  • Excellent time management organization skills
  • Experience managing a staff of phone, email and chat representatives
  • Understanding and comprehension of call center performance metrics and productivity reports
  • Strong computer and Microsoft Office skills (Excel & Powerpoint a must)



Company Overview & EEO Statement

Keurig Dr Pepper (KDP) is a leading coffee and beverage company in North America with dual headquarters in Burlington, MA and Plano, TX, with annual revenue in excess of $11 billion. KDP holds leadership positions in soft drinks, specialty coffee and tea, water, juice and juice drinks and mixers, and markets the #1 single serve coffee brewing system in the U.S. The Company maintains an unrivaled distribution system that enables its portfolio of more than 125 owned, licensed and partner brands to be available nearly everywhere people shop and consume beverages. With a wide range of hot and cold beverages that meet virtually any consumer need, KDP key brands include Keurig®, Dr Pepper®, Green Mountain Coffee Roasters®, Canada Dry®, Snapple®, Bai®, Mott’s® and The Original Donut Shop®. The Company employs more than 25,000 employees and operates more than 120 offices, manufacturing plants, warehouses and distribution centers across North America.

Benefits built for you: Our people are the heart of our business, which is why we offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development while ensuring you feel valued, inspired and appreciated at work.

Keurig Dr Pepper Inc. is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper Inc. recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/Females/Protected Veterans/Disabled

Candidates must be able to pass a background check and drug test, as applicable for the role.


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