Keurig Dr Pepper Supply Chain and Customer Service Senior Manager in Burlington, Massachusetts

Job Overview

Customer Service Sr Manager

The individual is responsible for leading the development and execution of strategic plans to deliver supply chain performance to our partners and key customers. This position leads the Supply Chain team by understanding customer priorities, implementing strategies, analyzing the demand and supply signals, and ensures issues are resolved in a timely manner with a focus on productivity and customer service. This leader will work with the Supply Planning, Initiatives, and Logistics teams to ensure customer requirements are met.

Position Responsibilities:

  • Lead the activities of the Supply Chain network that support our partners and key customers

  • Work with other leaders to develop and implements strategic plans that meet our customer’s current and future supply chain capability needs and demand while improving productivity, quality and operational efficiency.

  • Evaluate performance trends to ensure demand forecasting and production plans managed appropriately.

  • Work with Partners, key customers and Supply Chain functions to establish process improvement programs.

  • Monitor the competitive environment and maintain a strong network within the industry

  • Work closely with the Quality organization to ensure the application and continuous improvement of Quality programs and rapid response to any quality-related events.

  • Resolve conflict and provide solutions by exercising high levels of influencing, negotiation and communication skills.

  • Serve as an operational and management source of expertise, and contribute to the success of the team/senior management team as a whole - by supporting associated and team-wide initiatives.

  • Lead the development of customer inputs into Supply Chain strategic initiatives and annual plans.

  • Provide strong and visible leadership across the Supply Chai functions, both internally and with our partners.

  • Develops, defines and leads key Supply Chain relationships with customer and commercial partners.

Characteristics for Success:

  • Ability to be flexible while able to drive for results, even when all of the requirements have not been defined.

  • Must demonstrate capability of thoroughly reviewing and sense-checking results so that analysis is right the first time.

  • Aptitude to understand the broader business contexts of the coffee industry, the beverage industry, and different sales channels; and the ability to judge what considerations (cost, service levels, lead times, etc.) are most important within those contexts.

  • Critical thinking and problem solving skills.

  • Ability to work with teams, cross-functionally, and contribute positively in projects.

  • Ability to handle negotiations with partners and customers.

  • Ability to provide joint leadership, especially to individuals working in matrix teams.


  • Bachelor’s degree in supply chain management, industrial engineering or related field

  • 10 years’ progressive leadership experience in customer service or product supply in the consumer product industry

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.

Job ID 2019-5080

Function Supply Chain