Customer Accounts Specialist

As a Customer Account Specialist, you will provide a high level of customer service to our internal and external customers. You will process customer inquiries and orders via email and phone following established protocols. You will build and maintain business relationship with an assigned pool of Customers. You will participate in continuous process improvement initiatives to bring solutions to Customer needs. You will escalate customer issues appropriately within the organization and maintain responsibility for follow-through to ensure satisfactory resolution. You will work closely with Transportation, Warehousing, Demand Planning, Commercial, and Finance teams to ensure flawless execution and Supply Chain metrics are met.  

At Keurig Dr Pepper (KDP) the consumer is at the heart of everything we do. Join the team at KDP and make a difference to consumers with one of America’s leading producers and distributors of hot and cold beverages helping to satisfy every consumer’s beverage need, anytime and anywhere.

Position Responsibilities:

• Creates a positive experience for the Customer by consistently providing superior service and exceeding expectations.

• Accountable for the day-to-day execution of customer orders, track and trace, securing Proof of Delivery, coordination of customer returns as well as ensuring that the customer receives an accurate invoice.

• Effectively and completely handle all customer/broker inquiries, including pricing and investigation of invalid deductions, and ensure customer satisfaction at the lowest delivered cost.

• Act as the primary contact for assigned pool of accounts, provides backup of accounts for other team members in their absence.

• Proactively seeking to minimize cost to serve by driving down costs in the supply chain through initiatives developed with customers and logistics execution.  Execute cost savings programs in the logistics area for your Customer base.  This includes areas such as transportation, fulfillment, forecasting procedures/accuracy.  

• Manage critical metrics to include response time to customer, case fill and on-time delivery.

• Collaborate with Manager to identify and implement strategic initiatives to enhance customer relationships while reducing cost.  Provide analysis to take advantage of promotion, distribution, pricing and process opportunities.

• Implement strategies and programs to improve service or cost to serve.

• Generate reports and regular review of account status and other duties as assigned by the Customer Service Manager.

• Builds relationships and depth of understanding of Customer expectations and ensuring timely execution of order fulfillment functions.

• Assists in dispatch of shipments to Customers in a cost efficient and timely manner. This process requires effective decision making, problem solving and teamwork with Supply Planning, DC's and Transportation partners.

Core Competencies:

• Problem Solving: Identifies issues as they arise, asks the right questions, and works with others to find practical solutions

• Learning & Team Contribution: Demonstrates a willingness to learn, take feedback, and support teammates; contributes positively to the team environment

• Clear Communication: Communicates clearly and professionally with customers and colleagues; knows when to ask for guidance or escalate concerns

• Attention to Detail & Reliability: Completes tasks accurately, follows established processes, and meets commitments in a timely manner

• Time Management & Flexibility: Manages daily tasks effectively and adapts to changing priorities in a fast-paced setting

• Compensation: CAD $57,100.00 - $70,000.00 annually

• Benefits, subject to eligibility, and collective bargaining agreements (where applicable): Medical, Dental, Vision, Disability, Paid Time Off (including vacation and sick time), RRSP with company match, Tuition Reimbursement, and Mileage Reimbursement.

• Benefits eligible Day 1!

Actual placement within the compensation range may vary depending on experience, skills, and other factors. Annual bonus based on performance and eligibility. Benefits, subject to eligibility: medical, dental, disability, life insurance, paid time off (including vacation and personal time), RRSP with company match, tuition reimbursement, employee and family assistance program, and coffee discount.

• High school diploma or general equivalency diploma (GED)

• 2 years’ experience in customer service or order management highly preferred

• 2 years’ experience in Excel (performing functions such as pivot tables, v look-up, etc.)

• Experience working with Order Management / ERP systems (SAP preferred)

• Experience working with Retail Buyers, Distributors and/or Brokers preferred

Keurig Dr Pepper (NASDAQ: KDP) is a leading beverage company in North America, with a portfolio of more than 125 owned, licensed and partner 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 anemployer of choice, providing a culture and opportunities that empower our team of ~29,000 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 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.