Job Location: Burlington, MA
Job Detail:
Job Overview:
ESSENTIAL DUTIES AND RESPONSIBILITIES:
QUALIFICATIONS AND ESSENTIAL SKILLS:
This position represents the Consumer Care Group in various cross-functional meetings contributing to and supporting application development and maintenance that will impact operational procedures. The role focuses on continuous process improvements by identifying, documenting, and prioritizing system and process enhancements, break-fix solutions, and job aids to drive successful results in our care teams to facilitate efficient, top-notch service for our consumers.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Log, organize and prioritize all B2C system issues and enhancements using appropriate ticketing app
- Manage activities to launch and release new system functionality, products, or programs
- Groom stories to help create E-comm processes supporting both consumers and care agents
- Contribute to cross-functional discussions ensuring that needs of care agents and consumers are met
- Primary contact to intake all systems issues and enhancements from the Corporate Consumer Care Group
- Provides cross-functional support of system demos, releases, and critical incidents
- Represent the team in cases of Major Incident Management (MIM calls) to ensure swift and acceptable resolution
- Perform UAT to ensure proper system functionality – may need to be done outside of normal business hours
- Proactively communicates existing system issues, fixes, and release details to CCCG
- Proposes improvements and systems updates when opportunities arise
- Assists Communications Coordinator with documentation and creation of training materials, promotions and announcements and Knowledge Management maintenance
- Acquires and maintains an in-depth knowledge of all KDP products, programs, services processes utilized in Consumer Care across our digital platforms
- Performs other duties as requested by management.
Requirements:
QUALIFICATIONS AND ESSENTIAL SKILLS:
- Understanding of Agile methodologies preferred
- Knowledge of JIRA or compatible ticketing system
- Ability to extract and analyze information from multiple sources
- Excellent analytical and problem-solving abilities
- Excellent communication skills, both verbal and written
- Must be organized with proven time management skills working within deadlines
- Must be able to properly identify and set priorities based on customer and department needs
- Is familiar with best practices leading to successful consumer support
- Able to manage multiple workstreams/projects
- Ability to compare, summarize and analyze related information
- Ability to handle confidential information and materials appropriately
- Willingness to take on new challenges and learn assigned tasks readily
- Self-motivated and driven
- Can work autonomously while also being a strong team player
- Positive attitude and professional demeanor
- Reliable and punctual
- 5+ years Customer Service experience with demonstrated progression of additional responsibilities
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.
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.
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