Order Management Specialist

As an Order Management Specialist, youwill provide a high level of customer service to our internal and external customers. You will process customer inquiries and orders via email and phone following established protocols. You will build and maintain business relationship with an assigned pool of Customers. You will participate in continuous process improvement initiatives to bring solutions to Customer needs. You will escalate customer issues appropriately within the organization and maintain responsibility for follow-through to ensure satisfactory resolution. You will work closely with Transportation, Warehousing, Demand Planning, Commercial, and Finance teams to ensure flawless execution and Supply Chain metrics are met.  

At Keurig Dr Pepper (KDP) the consumer is at the heart of everything we do. Join the team at KDP and make a difference to consumers with one of America’s leading producers and distributors of hot and cold beverages helping to satisfy every consumer’s beverage need, anytime and anywhere.

Position Responsibilities

• Creates a positive experience for the Customer by consistently providing superior service and exceeding expectations.
• Accountable for the day-to-day execution of customer orders, track and trace, securing Proof of Delivery, coordination of customer returns as well as ensuring that the customer receives an accurate invoice.
• Effectively and completely handle all customer/broker inquiries, manage customer invoicing, including pricing and investigation of invalid deductions, and ensure customer satisfaction at the lowest delivered cost.
• Act as the primary contact for assigned pool of accounts, provides backup of accounts for other team members in their absence.
• Proactively seeking to minimize cost to serve by driving down costs in the supply chain through initiatives developed with customers and logistics execution.  Execute cost savings programs in the logistics area for your Customer base.  This includes areas such as transportation, fulfillment, forecasting procedures/accuracy.  Identify emerging regional trends and forecast business impact or demand requirements.
• Manage critical metrics to include response time to customer, case fill and on-time delivery.
• Collaborate with Manager to identify and implement strategic initiatives to enhance customer relationships while reducing cost.  Provide analysis to take advantage of promotion, distribution, pricing and process opportunities.
• Implement strategies and programs to improve service or cost to serve.
• Generate reports and regular review of account status and other duties as assigned by the Customer Service Manager.
• Builds relationships and depth of understanding of Customer expectations and ensuring timely execution of order fulfillment functions.
• Assists in dispatch of shipments to Customers in a cost efficient and timely manner. This process requires effective decision making, problem solving and teamwork with Supply Planning, DC's and Transportation partners.

Characteristics for Success

• Ability to navigate computerized systems for tracking, information gathering, and/or troubleshooting.
• Proficient knowledge of the organization, products, and services.
• Advanced computer and keyboarding experience necessary.
• Excellent verbal and written communication skills.

• High school diploma or general equivalency diploma (GED)
• 2 years’ experience in customer service or order management highly preferred
• 2 years’ experience in Excel (performing functions such as pivot tables, v look-up, etc.)
• Experience working with Order Management / ERP systems (SAP preferred)
• Experience working with Retail Buyers, Distributors and/or Brokers preferred