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Customer Service Coordinator

hace 2 semanas

Miguel Hidalgo, México PepsiCo A tiempo completo

Overview:
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 you.

Now we are looking for this position:
**Customer Service Team Lead**

The purpose of the role is to:

- Ensure GBS Customer Service Team overall order management and customer service performance level.
- Ensure communication and collaborations are maintained with the in-market stakeholders.

**Responsibilities**:
As MBS Customer Service Leader for Australia & New Zeland (working hours and working days should align with ANZ local markets), the role will be accountable for supporting 10-12 MBS Customer Service Representatives in the execution of Customer ordering processes across ANZ markets.

This position will report to a MBS Customer Service capability lead. Responsibilities include:

- Deliver gold standard customer service to business units to drive top-line sales growth.
- 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.

This MBS Customer Service Leader role will lead a team of 10-12 Customer Service Representatives who support the various ordering channels across business units. This role is responsible for delivering gold standard customer service by ensuring day to day order processing and maintaining site performance metrics using standard processes and best practices.

***

Order Management and continuous improvement:

- 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 unit to identify, interpret, and set mitigation plans in place to ensure sales deliveries to all customers.
- Ensure all purchase orders are received and processed.
- Ensure all purchase order errors are resolved and documented.
- Collaborate closely with in-market stakeholders to ensure service levels are met.
- 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.
- Support in-market productivity teams in their reporting.

People development and Administration:

- Provide GBS customer service team with escalation support and ensure team are meeting KPIs.
- Ensure support and engagement with CSRs while working with a potentially remote, virtual team.
- Provide monthly feedback to in-market stakeholders on over all service performance.
- Upkeep month end order sweeps to ensure all orders are accounted for.

Qualifications:

- BS/MS degree qualified, with 5+ years experience working with customer service, order management, related experience.
- People management experience desired and preferred.
- Working knowledge of order processing and order life-cycle in a dynamic Supply Chain, preferably in FMCG.
- Ability to positively influence teams outside of direct responsibility and across