Mgr Customer Care

Requisition ID: 40404

Cheers to creating an incredible tomorrow!

At Molson Coors, we tackle big challenges and defy the status quo. With a proud legacy of excellence, an incredible portfolio of beer, seltzers, spirits, and non-alcohol brands, and a bold vision for our future... we’re on the path to transforming the beverage industry. That requires remarkable individuals who are curious, tenacious, and never afraid to fail forward.

We seek, value and respect everyone’s unique perspectives and experiences knowing that we are stronger together. We collaborate as a team and celebrate each other’s successes.

Here’s to crafting careers and creating new legacies.

Crafted Highlights:

In the role of Mgr Customer Care working in North America you will be part of the Supply Chain Strategy Team. You will oversee building a customer care program that creates effective service communications, provides visibility to service performance metrics, and builds strong distributor/customer relationships to deliver AOP and customer satisfaction. You will serve as the Supply Chain lead for establishing strong Customer Relationship Management processes while partnering with Supply Chain Planning and Logistics, US and CAN Sales Operations, and Retail & Wholesaler customers to make Molson Coors service a competitive point of difference through accurate order management, timely issue resolution, inventory coordination, on time delivery in full without damage, and exceptional customer experience.

This position reports to Director SC Strategy and works closely with Supply Chain Planning, Logistics, US and CAN Sales Operations, distributor and customer partners throughout North America, and a Digital Reporting Analyst.

What You'll Be Brewing:

- Build and oversee a CRM program that creates effective customer partnerships, monitors service performance, and drives action in the right areas of the business and with distributors/customers. This may include establishing a tiered distributor model that aligns with the US Sales tiered model and communication routines.
- Identify data-driven insights and actionable recommendations related to operational network issues across the US and Canada, partnering with Supply Chain Planning and Service teams through operational and commercial business reviews.
- Monitor and recommend visibility enhancements for service performance metrics, scorecards, and reporting protocols, including forecasting, order accuracy, inventory, fill rates, case resolution time, and customer satisfaction.
- Establish communication routines across CRM processes that effectively inform stakeholders of production network shifts and new brand introductions while driving continuous improvement initiatives that strengthen distributor/customer relationships and operational efficiency.

Key Ingredients:

- You have a Bachelor’s degree OR equivalent experience (4+ years) in the field of customer service, customer operations, supply chain, logistics, distributor management, or a related field.
- You have at least 5 years of experience in customer service, customer operations, supply chain, logistics, or distributor management, preferably within the beverage or CPG industries.
- You love a challenge. You complete complex projects quickly and adeptly with your understanding of the business priorities.
- You build relationships and collaborate to get to the desired outcome.
- You take accountability for results – acting with integrity and honoring commitments .
- You have a thirst for learning – you are always looking for ways to learn and help one another grow.
- You exhibit our core values.
- You have strong analytical and problem-solving skills with the ability to translate service performance data into actionable recommendations.
- You have experience working with ERP, order management, CRM, and Microsoft Office applications.
- You can influence cross-functional stakeholders and communicate effectively across Supply Chain, Logistics, Sales Operations, and customer teams.

Beverage Bonuses:

- Participation in our Total Rewards program with a competitive base salary, incentive plans, parental leave, health, dental, vision, retirement plan options with incredible employer match, generous paid time off plans, an engaging Wellness Program, and an Employee Assistance Program (EAP) with amazing resources.
- We care about our People and Planet and have challenged ourselves with stretch goals around our key priorities.
- We care about our communities, and play our part to make a difference – from charitable donations to hitting the streets together to build parks, giving back to the community is part of our culture and who we are.
- Engagement with a variety of Business Resource Groups, which can provide volunteer opportunities, leadership experience, and networking through the organization.
- Ability to grow and develop your career centered around our First Choice Learning opportunities.
- Work within a fast paced and innovative company, meeting passionate colleagues and partners with diverse backgrounds and experiences.

Job Posting Grade: 12

Molson Coors is an equal opportunity employer.  We invite applications from candidates of all backgrounds, race, color, religion, sex, national origin, age, disability, veteran status or any other characteristic. If you have a disability and believe you need a reasonable accommodation during the application or recruitment processes, please e-mail [email protected] .

Pay and Benefits:

At Molson Coors, we’re committed to paying people fairly and equitably for the work they do.

Job Posting Total Rewards Offerings : $111,900.00  -   $146,900.00  (posting salary range) +  15 %  target short term incentive +  $23,000  on average spent on benefits per employee, including but not limited to health, dental, vision, retirement with above market employer match, wellness incentives and EAP + paid time off (including holidays, vacation days and sick days).

The posting range provided above for salary is what we, in good faith, believe we would pay for this role at the time of this posting.  We ultimately pay based on a number of non-discriminatory factors that inform pay decisions including but not limited to the required work location, previous work experience, skill set and internal equity.