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Dr Pepper Snapple Group

Customer Service Manager

Dr Pepper Snapple Group - Plano, TX

Customer Service Manager','1800373','!*!Purpose

·         Responsible for the management of a customer service team for all aspects of order management. 

·         Accountable for the day to day execution of customer orders, track & trace, securing Proof of Delivery, coordination of customer returns as well as ensuring that the customer receives an accurate invoice.

Adding value to the business through relationship management (growth) with Transportation, Warehousing, Demand Planning and key collaborative business partnerships with our externals and internal customers such as Sales, Brokers, and Finance.

Collaborate with external customers to support our commercial agenda and build strategic partnerships with key accounts driving out waste in the supply chain while maximizing service

·         Seek out opportunities to improve process, increase efficiencies and support cost savings initiatives in warehousing and transportation



·         Accountable for the overall management of an in-house customer service team.

Responsible for ensuring superior customer satisfaction, resolving complaints and inquiries as deemed appropriate, at the lowest delivered cost.

Responsible for measurement of customer service standards for the teams, in collaboration with the business unit’s service level agreements.

Accountable for stakeholder management and communications at the manager, director and VP level. Must be able to fluidly address issues, drive root cause analysis initiatives and deliver on agreed upon commitments using a blended team (local and outsourced).

·         Identification of cost-effective improvement opportunities and innovative ways of doing business to effect continual improvements

Responsible for  implementing  the strategy as developed by the Supply Chain to meet the needs of the commercial agenda by translating the organizational vision into tactical plans and specific initiatives for local and remote operations to ensure goals are achieved or exceeded.   Consult, train, advise and motivate a diverse group of indirect reports in support of Company financial plans, corporate key performance indicators (KPI) and expectations of the customer service function.

·         Drive a lean mind set in all aspects of the role, support RCI initiatives and champion organizational change initiatives

·         Cultivate an environment that encourages maximum productivity and service effectiveness, personal growth and development, open communications and teamwork with local and remote team members

Foster development of effective working relationships with outsource partners, serving as the primary owner of such partnerships

Responsible for the team's commitment to order management relative to ensuring accuracy of pricing/deals, delivery dates, plant selection, risk management, and assist as required in the administration of the deduction resolution process.

Project Management as delegated by the Director Customer Services.

·         10 – 15 % Travel required.


·         Skills:

·         Bachelors Degree required or equivalent education / experience

·         Commercial and Supply Chain  (logistics, customer service, transportation) knowledge/experience

Strong customer orientation

Effective as a change catalyst

Ability to manage down, up and across both internal and external customers

Strong analytical and problem solving skills

Strong communication skills

Ability to work in a team environment

SAP experience

A collaborative management style

Flexibility and open-mindedness - enjoying ambiguity and change

Exceptional computer literacy including proficiency with Excel and other Microsoft Office applications 

Business process understanding within a manufacturing and distribution environment

CPG experience','!*! 

·         Bachelor’s degree or equivalent experience,

·         2-4 years of Supply Chain experience within Customer Service, Inventory planning and/or Logistics


Dr Pepper Snapple Group (NYSE: DPS) is a leading producer of flavored beverages in North America and the Caribbean. Our success is fueled by more than 50 brands that are synonymous with refreshment, fun and flavor. We have seven of the top 10 non-cola soft drinks, and nine of our 10 leading brands are No. 1 or No. 2 in their flavor categories. In addition to our flagship Dr Pepper and Snapple brands, our portfolio includes 7UP, A&W, Bai, Canada Dry, Clamato, Crush, Hawaiian Punch, IBC, Mott's, Mr & Mrs T mixers, Peñafiel, Rose's, Schweppes, Squirt and Sunkist soda. To learn more about our iconic brands and Plano, Texas-based company, please visit For our latest news and updates, follow us at or

Dr Pepper Snapple Group is an equal opportunity employer and affirmatively seeks diversity in its workforce. Dr Pepper Snapple Group recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, 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. Equal Opportunity Employer. Minorities/Females/Protected Veterans/ Disabled','Customer Service','United States-Texas-Plano','','Supply Chain','Full-time','Customer Service Manager

6 days 4 hours ago

Dr Pepper Snapple Group


Customer Service Manager Dr Pepper Snapple Group - Plano, TX, United States


Location: Plano, TX

Company Profile:
Dr Pepper Snapple Group is the No.1 flavored carbonated soft drink (CSD) company in the Americas and a leading innovator and marketer of functional/non-carbonated beverages. DPS serves consumers throughout North America via a broad and flexible route to market. This includes a combination of direct store delivery and warehouse delivery capabilities supported by our 21 manufacturing centers, more than 115 distribution centers and approximately 19,000 employees across North America, in addition to the operations of hundreds of third-party bottlers and distributors. At Dr Pepper Snapple Group, it is our vision to be the best beverage business in the Americas. Our brands have been synonymous with refreshment, fun and flavor for generations, and our sales are poised to keep growing in the future. Our strategy reflects and builds upon our position as the leading flavored beverage business in the U.S. Accordingly, we focus on: Building and enhancing our leading brands Pursuing profitable channels, packages and categories Leveraging our integrated business models Strengthening our route to market Improving operating efficiency