CPS Customer Director North America

At The Coca-Cola Company, we are passionate about creating innovative products that refresh the world and make a difference. CPS (Commercial Products Supply) is a critical component of our Advantaged Supply Chain. With a global presence spanning 19 manufacturing plants across 18 countries and two office locations in Atlanta and Drogheda, Ireland, we are responsible for manufacturing concentrates and beverage bases for our bottling partners worldwide. Additionally, we manage complex supply chains for various additional materials, including juice, coffee, tea, and milk.

We are seeking a proactive and detail-oriented bilingual Customer Service Director.

What You’ll Do for Us:

• Lead and own the CPS customer operational relationships within the assigned territory, partnering with bottling partners, syrup manufacturing facilities, co-manufacturers, and other supply relationships. Serve as the main contact for coordination and escalation related to operational supply management.
• Lead, manage, and develop a multicultural team, fostering a high-performance and inclusive culture of belonging where diverse talents feel valued and are empowered to contribute to their fullest potential.
• Ensure on-time and in-full supply through E2E collaboration with system supply chain partners.
• Support Next Gen S&OP processes between Franchise/Platforms and CPS, optimizing E2E visibility and strategic volume alignment to balance business requirements with supply chain capacities and capabilities.
• Manage and analyze key performance indicators, such as the Perfect Order Rate (POR), and collaborate with departments like Planning and Product Quality Assurance to align claim management processes and communications with customer needs.
• As a key member of the CPS Primary Supply Point Leadership Team, foster a collaborative, customer-focused culture across all supporting CPS supply points. Coordinate issue resolution across disciplines (Quality, Finance, Transportation, Manufacturing, Product Commercialization, etc.), ensuring quick, effective, and sustainable solutions.
• Align all Customer Service Operational Teams under a unified Customer Management strategy.
• Coach and develop Customer Management associates, driving strong engagement and a customer-focused culture.
• Drive transformation within the Customer Management team by standardizing and digitizing Customer Services processes, aligning with supply chain integration.
• Collaborate with the Plant Leadership Team on business continuity functions when required.

Communication Complexities:

• Direct partnership and coordination with Centralized Concentrate Product Ordering (CCPO) to ensure aligned processes, credit/debit note management, on time claim management and supply to the bottle/can bottling network.
• Frequent interaction with various Franchise/Platform LT (Leadership Team) Members and functions (OU Supply Chain, OU Tech Ops, OU Finance, OU QSE, etc.).
• Regular communication with Franchise/Platform and bottling partner Supply Chain Leaders.
• Coordinate across the Customer Management operational team, Materials Management, Planning & Logistics, Demand Planning, etc.

Analysis:

• Manage short and mid-term objectives and programs within the assigned territories, working proactively with Franchise/Platform Customers, Bottling Systems, and CPS Plants to ensure optimal supply models.
• Influence short-term operational priorities executed by direct reports, ensuring tactical decisions align with strategic guidelines across the region.

Judgment and Decision Making:

• Act as the central contact for support to assigned Franchise/Platforms during projects or crisis management.
• Develop and coordinate solutions across partners to address demand fluctuations.
• Prevent and manage customer escalations and communications arising from quality or service issues.
• Evaluate and recommend new Customer Management technologies.
• Ensure perfect orders are supplied in compliance with TCCC and country-specific regulatory requirements.

Innovation:

• Support the Product Portfolio team in deploying innovation projects within the assigned territories.
• Implement sustainable process and system enhancements to prevent reoccurrence of supply/financial/system risks.

Qualifications & Requirements:

7+ years of relevant experience in Customer Service or other related Supply Chain areas within a multinational organization.

5+ years of leadership experience, with full people management responsibilities for a regional team across multiple sites and geographies.

Fluent in written and spoken English/Spanish, with strong communication skills.

Ability to operate effectively in a multicultural environment.

Education:

University/Advanced Degree required.

Postgraduate/Master’s Degree preferred.

What We Can Do for You:

Purpose Driven: Empower our people to protect the environment and communities we serve while delivering safe and high-quality products.

Global Connections: Develop, enhance, and maintain global connections to promote rapid progress and shared learning.

Community of Belonging: Foster a growth-oriented atmosphere where people feel safe, empowered, and can bring their best selves to work.

Compensation & Benefits: Competitive benefits package that starts on the first day of employment.

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