Customer Service Representative

Title: Customer Service Representative

Location: Northlake United States

Job ID 137845
Job Category Customer Service
Job Level Individual Contributor
Position Type Full-Time
Hybrid

Job Description:

Job Overview:

Inside Sales Representative (Customer Sales and Service) - Northlake, IL

The Customer Sales and Service Representative serves as the front line to our external Customer base. The primary responsibility will be to provide professional, timely and complete sales service to an assigned Customer base. The Customer Sales and Service Representative will provide Customer specific sales building solutions by leveraging Customer Relations Management (CRM) insights, creating rapport, and effectively translating product features into benefits.

The Customer Sales and Service Representative should have a strong desire to serve. They are expected to educate, delight, and retain Customers. Effective Customer Sales and Service Representatives will have a high sales aptitude with strong organization and follow up skills. Additionally, the Inside Sales Representative should be a skilled communicator with the ability to unlock and understand business needs of retail Customers, translate product features into benefits, overcome selling objections, and provide resolution to Customer inquiries and issues.

Schedule

• Full Time- Hybrid (Mondays and Fridays will work from home)
• Monday through Friday
• 9:30 am to 6:30pm
• Flexibility to work overtime is needed as scheduled.

Position Responsibilities

• Plan and execute scheduled outbound telephone sales calls according to KDP processes and standards for an assigned Customer base.
• Monitor and evaluate assigned Customer call frequencies versus order rates and suggest adjustments to Supervisor when appropriate.
• Receive inbound telephone calls, email, ecommerce, and fax sales orders. Provide Customers with post order confirmation and follow up.
• Use historical sales data to create quality re-orders. Upsell, present, and sell new items as part of each outbound or inbound Customer sales interaction.
• Create and maintain rapport and relationships with assigned Customers.
• Collect and record Customer Relationship Management (CRM) data. Leverage CRM insights and sales history to enhance Customer rapport and to provide account specific sales solutions.
• Execute sales programs and initiatives, and achieve assigned sales goals.
• Stay informed on KDP product facts and features. Be able to effectively translate product features into benefits and sales solutions for assigned Customers.
• Monitor and report lack of sales activity or other unusual Customer sales trends.
• Evaluate Customers’ Cold Drink Equipment (CDE) compliance and work with Customer on resolution when issues exist. Report issues to Supervisor.
• Perform efficient and accurate sales order entry.
• Ensure the accuracy of pricing and Customer Master Data.
• Provide other, non-selling Customer Service support including: responding to CDE service issues when raised during the sales call, receiving and transferring external Customer Service calls, and providing order delivery feedback when requested.
• Coordinate sales service with field based Business Development Representatives.
• Bilingual in Spanish could be beneficial.

Total Rewards:

• $40,500-$51,600
• Actual placement within the compensation range may vary depending on experience, skills, and other factors
• Benefits, subject to eligibility, and collective bargaining agreements (where applicable): Medical, Dental, Vision, Disability, Paid Time Off (including vacation and sick time), 401k with company match, Tuition Reimbursement, and Mileage Reimbursement

Requirements:

• 1 year Customer Service, Sales, or Call Center experience in an office environment required
• Microsoft Office experience with advanced functions of Outlook and Excel required
• Prior experience with Margin Minder, SAP, or similar data collection/tracking systems preferred

Company Overview:

Keurig Dr Pepper (Nasdaq: KDP) is a leading beverage company with more than 150 owned, licensed and partner brands that meet a wide range of needs and occasions. Our North American refreshment beverage business holds leadership positions across carbonated soft drinks, water, juice and mixers with a portfolio of iconic brands such as Dr Pepper®, Canada Dry®, Mott’s®, A&W®, Peñafiel®, GHOST®, 7UP®, Snapple®, Clamato® and Core Hydration®. Our global coffee business spans more than 100 markets and includes the leading Keurig® single‑serve brewing system in the U.S. and Canada, along with powerhouse brands such as Peet’s, L’OR and Jacobs, and other regional coffee leaders. Our more than 50,000 employees aim to enhance the experience of every beverage and coffee occasion while making a positive impact for people, communities and the planet.

We strive to be an employer of choice, providing a culture and opportunities that empower our team 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.

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?

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.

A.I. Disclosure: 
KDP uses artificial intelligence to assist with initial resume screening and candidate matching. This technology helps us efficiently identify candidates whose qualifications align with our open roles.  AI does not make hiring decisions; all decisions throughout the hiring process are made by talent acquisition team members.