Customer Service Supervisor in Allentown, PA at Keurig Dr Pepper

Date Posted: 11/20/2020

Job Snapshot

Job Description

Customer Service Representative Supervisor 

The Customer Service Representative Supervisor is responsible for managing policies, procedures and processes for the Warehouse and is accountable for understanding and meeting customer expectations in a new state of the warehouse facility in Allentown, PA. This position is responsible for order management of all finished goods (to include returns processing), timely processing of goods issuing/goods receipt validation. Support as required for shipping, receiving, inventory cycle counting/research, carrier tracking/escalations, etc. 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 Customer Services Representatives to ensure optimal coverage and high service levels
  • Ensure compliance with all policies and procedures
  • Review orders / shipping information and delivery date input
  • Order floor stock with shelf life material
  • Interface with manufacturing personnel, purchasing personnel, etc. on material status and production planning issues
  • Delivery creation – Create customer and transfer deliveries in SAP and Customer Portals.  Ensure that orders are shipped from correct warehouse based on stock availability
  • Customer pickup schedules – Schedule pickup appointments
  • Daily schedule – Prepare next day schedule incorporating Ryder, customer shipments.  Data entry of all additional information needed to complete daily schedule. Obtain special instructions from sales orders in SAP.
  • Prepare Customs paperwork as necessary.
  • Assist Ryder personnel on and off site with order information obtained from SAP.
  • Process paperwork for LTL; Prepare paperwork and schedule transportation for special request shipments such as machinery, raw materials, samples and vendor returns.
  • Run all necessary reports for department period end and special projects.
  • Maintain departmental budget reports, operational metrics and tracking systems
  • Represent the team on project teams and champions 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





  • Bachelor's Degree in related field preferred
  • 3 years experience working in logistics and customer service in a warehouse or distribution environment
  • 3 years of experience using SAP or a similar warehouse management system
  • Experience working with Retail Buyers, Distributors and/or Brokers preferred
  • 3 years of experience using Microsoft Office Suite (Word, Excel, Outlook)
  • Working knowledge of lean manufacturing / six sigma techniques
  • Lift, push, and pull a minimum of 50 pounds repeatedly

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.