Job Title: Support Services Specialist
SUMMARY: The Support Services employee provides a high level of support for the B2C Consumer Care Group as well as all internal and external customers of Keurig Dr Pepper. The Support Services Specialist works in a professional team environment sharing responsibility for accurate and timely completion of all assigned tasks. Support Services employees maintain communications with consumers and the B2C Consumer Care Group regarding order/item cancellations, payment authorizations, fraudulent activity and billing and shipping issues. Members of this group oversee B2C order management, employee account maintenance, credit requests and RMAs. They utilize multiple systems and reports to identify, analyze and solve for issues that arise within these aforementioned processes.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Utilizes SAP to run reports used to monitor processes and correct errors
Process consumer returns, credit requests & RMA’s
Verify and update consumer records and billing information
Actively communicate with distribution centers
Move inventory and remove out of stock items on live orders
Work in CRM system to aid with consumer requests and document all account interactions
Perform tasks accurately with strong attention to detail
Meet or exceed all performance metrics, goals, KPI’s and project/assignment deadlines
Collaborate with other teams to understand processes and to meet or exceed shared goals
Develop and maintain a working knowledge of all processes and procedures performed by the Support Services Team.
Utilize all Keurig resources appropriately such as Knowledge Management, Intranet, Email, Kronos and Keurig websites
Develop an in depth knowledge of our brewers, beverages and other related products through participation in ongoing trainings
Communicates openly and consistently with Manager and keeps Manager informed of all updates
Performs other duties as requested by management
Associates Degree preferred or equivalent experience.
Customer Service experience preferred.
SAP experience preferred
Excellent verbal and written communication skills and customer interaction techniques
Computer experience using Microsoft Office suite or similar software. Intermediate or higher
Proven ability to work effectively under time constraints while maintaining a high accuracy level
Strong organization and project management skills
Advanced computer and keyboarding skills necessary
Keen ability to spot trends or issues before they fully materialize
Ability to compare, summarize and analyze information found to service internal/external customers
Ability to be punctual and complete entire work shift (with occasional overtime)
Ability to work independently and in a team environment
Willingness to take on new challenges and learn assigned tasks readily
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.