Customer Service Coordinator

**Auto req ID**: 284617BR

PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $79 billion in net revenue in 2021, driven by a complementary beverage and convenient foods portfolio that includes LAY’S ®, DORITOS ®, CHEETOS ®, GATORADE ®, PEPSI ®, QUAKER ® and more. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including many iconic brands that generate more than $1 billion each in estimated annual retail sales.

Guiding PepsiCo is our vision to Be the Global Leader in Beverages and Convenient Foods by Winning with PepsiCo Positive (pep+). pep+ is our strategic end-to-end transformation that puts sustainability and human capital at the center of how we will create value and growth by operating within planetary boundaries and inspiring positive change for planet and people.

Our employees drive our culture. No two days are the same; we are dynamic and full of passionate teams that embrace new ideas through our collaborative spirit. At PepsiCo, we know that our company can only succeed when our associates and the society we serve flourishes. We are committed to fostering a diverse workforce by creating a collaborative, equitable and inclusive space where everyone, regardless of what we look like, where we come from or who we love, has a voice. At PepsiCo we create a Space to be y( )u.

**MBS Customer Service Coordinator**

**Main Purpose**

We are PepsiCo. We are a diverse organization, spread among 200 countries and united by a shared set of values and goals. That’s why we Perform with Purpose. Together, we blaze new trails, succeed, celebrate and never settle for second best. At PepsiCo, we’re committed to performing well as individuals and in teams, to strengthen the company as a whole.

As MBS Customer Service Leader, the role will be accountable for supporting 8-10 MBS Customer Service Representatives in the execution of Customer ordering processes across multiple teams and business units. This position will report to a the MBS Customer Service Manager (L10). Responsibilities include delivering gold standard customer service to business units to drive top-line sales growth. This role will engage in regular consultation with the Business unit teams and other MBS Customer Service leaders. Systems knowledge and technical enhancement will be expected along with coordination with BU technical support. Delivery of optimization and efficiency gains within the Customer Service team and Best Practice sharing between CS teams is expected.

Exceptional time management, organization, communication, and interpersonal skills are critical for this role. This role will additionally require building critical relationships with key team members both internally within the sector, the Global SC team, and across Business Units.

**Accountabilities**:
This MBS Customer Service Leader role will lead a team of 8-10 Customer Service Representatives who support the various ordering channels across various business units. This role is responsible for delivering gold standard customer service by ensuring day today order processing and maintaining site performance metrics using standard processes and best practices.
- Ensure the Customer Service function continually optimizes staffing, schedules and activities that enable timely and seamless order processing across the entire Supply Chain.
- Quickly engage with business units to identify, interpret, and set mitigation plans in place to ensure sales deliveries to all customers.
- Respond to marketplace demands through an in-depth understanding of order processing practices and complex system technology.
- Initiate innovation and development of new analytics and business processes to improve service levels and drive efficiency.
- Identify areas for improvement and close efficiency gaps regarding customer service and order processing.
- Ensure support and engagement with CSRs while working with a potentially remote, virtual team.

**Qualifications/Requirements**:
**Key Skills/Experience Required**
- Bachelor’s Degree in Business/Operations Management, Engineering or applicable degree required. MBA preferred
- 3-5 years of Operations/Plant experience preferred
- People management experience preferred
- Working knowledge of order processing and order life-cycle in a dynamic Supply Chain
- Ability to positively influence teams outside of direct responsibility and across multiple business units
- Working knowledge of SAP solutions
- Ability to influence leadership and operate in a matrix environment
- Capable of leading a remote work group and being managed by a remote manager
- Utilize technical/functional knowledge that creates opportunities and solves business problems
- Strong strategic ability
- Ability to identify business issues and generate solutions
- Self-starter with attention to detail
- Solid verbal and written comm