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Manager, Client Services

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The Coca-Cola Company

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Atlanta

AI generated summary

  • You should have a bachelor’s degree, 5+ years in customer service, leadership experience, strong analytical skills, and excellent communication for stakeholder engagement and process improvements.
  • You will lead a team, enhance customer experience, manage inquiries, support escalated issues, analyze performance metrics, and collaborate with stakeholders on process improvements.

Requirements

  • Qualifications & Requirements
  • Bachelor's degree or equivalent experience.
  • 5+ years’ experience in handling day-to-day customer service inquiries and problems across various channels (phone, email, chat, etc.)
  • Experience in providing technical or specialized virtual support, such as escalated customer issue support
  • Demonstrated ability to partner with internal/external stakeholders to address customer satisfaction needs
  • Strong analytical skills to analyze demand variations, volume, and other performance metrics, as well as identifying, initiating, or supporting process improvement initiatives
  • Leadership experience, specifically leading a team who support a portfolio of internal & external partners
  • Experience in executing customer service operations routines
  • Experience in participating in process or system changes, primarily change management, sometimes requirements gathering
  • Excellent communication skills for presentations to both internal and external partners, including data supported recommendations and Subject Matter Expertise.

Responsibilities

  • Lead a team of 18-20 myCoketech Technicians who support our NAOU national customers maximizing customer equipment uptime
  • Collaborate with peers to create and define the work that matters most for the Contact Center
  • Build an environment of growth and engagement for the myCoketech associates
  • Identify opportunities to improve efficiency and create a better customer experience
  • Collaborate with cross-functional departments to create a cohesive brand image
  • Manage a Work/Life balance that concentrates on enhancing the wellbeing of our associates
  • Day-to-day operations handling customer service inquiries and problems
  • Technical or specialized virtual support, such as escalated customer issues
  • Partner with internal/external stakeholders to address customer satisfaction needs
  • Analyze volume and other performance metrics, as well as identifying, initiating, or supporting process improvement initiatives
  • Participate in process or system changes, primarily change management, along with Contact Center initiatives and priorities
  • Frequent presentations to both internal and external partners, including data supported recommendations and Subject Matter Expertise

FAQs

What are the primary responsibilities of the Manager, Client Services at Coca-Cola?

The primary responsibilities include leading a team of myCoketech Technicians, managing day-to-day operations, improving customer experience, collaborating with cross-functional departments, analyzing performance metrics, and participating in change management initiatives.

What qualifications are required for this position?

A Bachelor's degree or equivalent experience, 5+ years of experience in customer service, leadership experience, analytical skills, and excellent communication abilities are required for this position.

How many team members will I be leading?

You will be leading a team of 18-20 myCoketech Technicians.

What is the expected work environment for this role?

The role offers a combination of day-to-day operations handling customer service inquiries and technical support, while also promoting a work/life balance and an environment of associate growth and engagement.

What is the pay range for the Manager, Client Services position?

The pay range for this position is between $100,000 and $124,000, depending on geography, job-related knowledge, skills, and experience.

Are there any incentives associated with this role?

Yes, there is an Annual Incentive Reference Value Percentage of 15%, which indicates the performance at target within the market-based competitive value for the role.

What type of support will I be expected to provide to customers?

You will provide technical or specialized virtual support, primarily for escalated customer issues, along with managing customer service inquiries across various channels.

Will I be required to present data and recommendations?

Yes, frequent presentations to both internal and external partners, including data-supported recommendations and subject matter expertise, will be part of your responsibilities.

Does Coca-Cola provide training for the Manager, Client Services role?

Yes, Coca-Cola is committed to personal support and learning for its employees, which likely includes training and development opportunities for this position.

What kind of benefits does Coca-Cola offer for this position?

Coca-Cola offers a comprehensive benefits package called Total Rewards, which includes pay, benefits, learning, and personal support.

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The Coca-Cola Company

Retail & Consumer Goods
Industry
10,001+
Employees
1892
Founded Year

Mission & Purpose

The Coca-Cola Company is a global beverage corporation that offers over 500 brands in more than 200 countries and territories, including well-known products such as Coca-Cola, Dasani, Fanta, and Sprite. Their ultimate mission is to refresh the world and inspire moments of optimism and happiness through their beverages. The company's purpose is to continually transform their portfolio by reducing sugar in their drinks, introducing innovative products, and minimising their environmental impact through initiatives like water replenishment and recycling. With their bottling partners, they employ over 700,000 people, contributing to economic opportunities in communities worldwide.