Advisor, Consumer Escalation

At the Coca-Cola Company, we believe the consumers are the center of our business, and we’ve created a platform that enables us to engage directly with them. Our next-generation listening and publishing capabilities are at the heart of this transformation, and we’ve built dedicated global leadership to ensure end-to-end social listening across all markets. The Consumer Escalations Advisor resolves all escalated and highly escalated consumer quality complaints. The associate in this role works closely with the following groups daily: Incident Management, Risk Management, Legal, and Quality Safety and Environment Governance to reach the most appropriate resolution that is in the consumer's and the Company's best interest. This position requires a high level of time management, self-motivation, judgment and critical thinking, attention to detail, and negotiation skills. It also requires follow-up promptly that meets or exceeds established service level agreements.

What You’ll Do For Us

• Research and resolve issues for consumers, Bottlers, and business partners and Company associates to expedite resolution of complaints using various information systems.
• Contact consumers in order to provide follow-up on escalated quality-related complaints and acquire the necessary details to resolve the issue.
• Create and maintain partnerships with Coca-Cola Quality and Technical client groups, Bottlers, and key customers by establishing common goals and objectives to improve or expedite consumer resolution.
• Recognize opportunities to reduce further escalation to the media, legal entities or senior-level Company executives by leveraging advanced consumer engagement practices.
• Retrieve and process product/package samples from consumers and forward them to the lab or QAM, leveraging the proper sample retrieval protocols.
• Provide lab results to consumers.
• Enter insurance claims.
• Maintain proper sample storage facility based on statute of limitations.
• Be on-call during weekends to address any highly escalated consumer issues.
• Manage tender letters for Retail Customers.
  

Qualifications & Requirements 

• High school diploma or GED equivalent
• 2 years of consumer communications experience required
• 2 years’ experience utilizing Microsoft Office
• CRM experience preferred but not required
• Ability to accurately input data and write routine reports and correspondence.
• Maintain a high level of customer service as expected by our internal and external customers.
• Proactive goal-oriented approach to decision making.
• Proven Team Player who can effectively work with all levels of a global matrixed organization - Ability to adapt to changing demands and conditions.
• Flexibility to manage multiple projects/initiatives simultaneously and execute to completion.
  
  

What We Can Do For You 

• Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico. 
• Expansive & Diverse Customers: We work with a diversified group of customers, which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.  
  
  

Skills

Recordkeeping; Computer Literacy; Relationship Building; Technical Support; Troubleshooting; Customer Service; Microsoft Office; Oral Communications; Detail-Oriented; Customer Relationship Management (CRM)

Pay Range:$60,200 - $74,100

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:7.5

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.