Job Information
Keurig Dr Pepper Order Management Specialist in Burlington, Massachusetts
Order Management Specialist /B2C Support Services Team
The Order Management Specialist provides a high level of support for the B2C Consumer Care Group as well as all internal and external customers of Keurig Dr Pepper. Members of the Support Services team oversee B2C order management, credit requests and returns for multiple e-commerce channels. They utilize multiple systems and reports to identify, analyze and solve for issues that arise within these processes.
This employee works in a professional team environment sharing responsibility for accurate and timely completion of all assigned tasks and maintain communications with consumers and the B2C Consumer Care Group regarding order/item cancellations, payment authorizations, fraudulent activity and billing and shipping issues
Responsibilties:
Utilizes SAP to run reports used to monitor processes and correct errors
Process consumer returns, credit requests & returns
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
Meets 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
Performs other duties as requested by management
Total Rewards:
Benefits:
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
Requirements:
Associates Degree preferred or equivalent experience
Order management 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, analyze and summarize information 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
#LIHybrid
Company Overview:
Keurig Dr Pepper (NASDAQ: KDP) is a leading beverage company in North America, with a portfolio of more than 125 owned, licensed and partners brands and powerful distribution capabilities to provide a beverage for every need, anytime, anywhere. We operate with a differentiated business model and world-class brand portfolio, powered by a talented and engaged team that is anchored in our values. We work with big, exciting beverage brands and the #1 single-serve coffee brewing system in North America at KDP, and we have fun doing it!
Together, we have built a leading beverage company in North America offering hot and cold beverages together at scale. Whatever your area of expertise, at KDP you can be a part of a team that’s proud of its brands, partnerships, innovation, and growth. Will you join us?
We strive to be an employer of choice (https://careers.keurigdrpepper.com/) , providing a culture and opportunities that empower our team of 28,000 employees to grow and develop. 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 is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.
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Keurig Dr Pepper is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.
Keurig Dr Pepper
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