B2B Customer Svc Supervisor (Unfilled) in Burlington, MA at Keurig Dr Pepper

Date Posted: 1/10/2020

Job Snapshot

Job Description

B2B Customer Service Supervisor 

The Business to Business (B2B) Customer Service Supervisor is accountable for order management of a Sales channel and leads a team who provides comprehensive support for B2B customer inquiries, service programs and orders. This position manages policies, procedures and processes for the department and is accountable for understanding and meeting customer expectations. This position is responsible for the quantity and quality of the work output of the team to achieve organizational goals, strategies and measures.


  • Supervise and manage a team of B2B Customer Services Representatives to ensure optimal coverage and high service levels.
  • Demonstrate our company values and is able to motivate the team.
  • Build team morale and foster engagement in KDP culture, initiatives and deliverables.
  • Assist in recruiting, hiring and training of new employees
  • Ensure compliance with all policies and procedures.
  • Work with Supply Chain to resolve escalated customer issues to timely and appropriate conclusions.
  • Resolve escalated customer issues to timely and appropriate conclusions.
  • Represent the team on projects and champion process improvement initiatives.
  • Audit and monitor the quality of service requests, reporting any errors or trends to management
  • Own and facilitate regular training on systems, and products for direct team; supports the maintenance and updating of training material, providing refreshers as needed
  • Interact with customers to provide information in response to inquiries about products and services. Includes handling and resolving customer's complaints/issues via inbound, outbound, and/or email.
  • Research order/customer issues, including handling real-time Supervisor calls.
  • May be required to work extended hours, outside of call center hours



  • Bachelor's Degree in related field preferred with 4+ years experience in a customer service/call cent environment required
  • Experience working with Retail Buyers, Distributors and/or Brokers preferred.
  • Experience interacting with Supply Chain (Logistics, Demand Planning, Supply Planning & Order Fulfillment) as part of resolution of escalated customer issues.

  • Commitment and passion to customer service excellence.

  • Knowledge and experience in handling EDI Orders and conversant in EDI technology required.

  • Skill at building teams.

  • Strong written and verbal communications skills with ability to manage competing priorities.

  • Outstanding decision-making skills, characterized by rational judgment, common sense and integrity.

  • Exceptional work ethic, commitment, and determination.

  • Ability to thrive in a fast paced environment.

  • Ability to effectively communicate with cross-functional peers, upper level management.

  • Ability to work in a collaborative and dynamic teaming environment, be punctual, and follow instructions.

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.