B2B Customer Service Rep III in Williston, VT at Keurig Dr Pepper

Date Posted: 2/14/2020

Job Snapshot

Job Description

As a Customer Care Representative, you will provide a high level of customer service to our Business-to-Business (B2B) 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 manage new or complex Customer needs that require timely, creative and innovative solutions. You will escalate customer issues appropriately within the organization and maintain responsibility for follow-through to ensure satisfactory resolution.  A highly motivated, team player who strives to consistently provide a superior customer experience is required in this position.

 What you will do:
  • Enter, process and manage orders in SAP (our ERP system) with active ownership and engagement from PO receipt to customer invoice
  • Supports Sales, Marketing, Product Supply and Logistics on order-management issues.
  • Support successful execution of EDI transactions and trouble-shoot EDI Idoc errors for assigned pool of accounts
  • Provide backup of accounts for other team members in their absence.
  • Handles order-entry, EDI transactions and order-management for assigned pool of accounts.
  • Navigate computerized systems for tracking, information gathering, and/or troubleshooting.
  • Respond in a timely and professional manner to all Customer inquiries.
  • Identify resources within Supply Chain to support timely response to Customer inquiries
  • Creates a positive experience for the Customer by consistently providing superior service and exceeding expectations
  • Assists with order fulfillment activities between Logistics, Order Management and Distribution Centers (DCs)
  • Build 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
  • Has ability to prioritize multiple tasks in a fast-paced environment with focused attention to detail.
  • Supports on-boarding training for new associates and continuous-improvement training for current associates 
  • Work collaboratively with Transportation, Supply Planning and Distribution Centers (DCs) to support on-time and accurate order fulfillment and delivery to meet customer requirements
  • Support on-boarding training for new associates and cross training of existing team members
  • Provide insight on and champion process improvement opportunities and the elimination of non-value-added work


What you must have:

  • Ability to prioritize multiple tasks in a fast-paced environment with focused attention to detail
  • 3-9 years of experience in Customer Service, preferably in a contact center and/or order fulfillment and order management operation
  • 3-9 years of progressive experience in Supply Chain (preferably for a manufacturer of consumer products)
  • Prior experience in and ability to navigate computerized systems for tracking, information gathering, and/or troubleshooting.
  • Experience working with Order Management/ERP systems, EDI (Electronic Data Interchange), on-line vendor portals, databases, software systems and Microsoft Office Suites, particularly Microsoft Excel
  • Advanced computer and keyboarding experience necessary
  • Experience working with Retail Buyers, Distributors and/or Brokers preferred
  • Excellent verbal and written communication skills
  • Experience in leading multi-functional team collaborative efforts and conference calls a plus

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.