Keurig Dr Pepper Customer Service Product Supply Account Lead in Burlington, Massachusetts

Job Overview

As a Customer Service Product Supply Account Lead, you will support a high level of customer service for a Channel or Customer-Facing Commercial Team. This position requires ability and willingness to recognize, recommend and lead process improvement efforts across multiple disciplines. This role will attain full proficiency of the organization, our products, processes and services. A highly motivated, team player who consistently provides a superior customer experience is required.

This position will be located in our Burlington, MA facility.

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:

  • Be the single point of contact for the Supply Chain team for a subset of customers.

  • Utilize Sales & Operations Planning (S&OP) process to manage and escalate issues to leadership.

  • Support Customers, Sales, Marketing, and Customer Care team in daily processes.

  • Utilize ERP systems to track and troubleshoot shipping and production data.

  • Create a positive experience for the Customer by consistently providing superior service.

  • Provide training, coaching and guidance to less-experienced team members.

  • Support order fulfillment activities between Logistics, Order Management and Distribution Centers (DCs).

  • Manage escalated and unresolved issues in cost-efficient and timely manner. Work closely with Supply Planning, DC's and transportation partners to prioritize and make effective decisions.

  • Represent team on cross-functional task-force projects and initiatives.

  • Provide insight to leadership on priorities and performance of the team.

Characteristics for Success:

  • Ability to navigate computerized systems for tracking, information gathering, and/or troubleshooting.

  • Full knowledge of the organization, products, and/or services.

  • Prior experience working with Distributors and/or Brokers & Buyers preferred.

  • Excellent verbal and written communication skills.


  • 3 years of experience in Customer Service, order fulfillment, order management, and/or supply chain planning

  • 3 years of progressive experience in product supply (preferably for a manufacturer of consumer products)

  • Experience working with Order Management/ERP systems, databases, software systems and Microsoft Office Suites, particularly Microsoft Excel and PowerPoint

Company Overview & EEO Statement

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.

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Job ID 2019-4597

Function Supply Chain

Shift 1st