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As a Customer Solutions Agent (CSA), you are the expert in Sales and Service, in our omni-channel contact center environment, to deliver customer needs. The Customer Sales Solutions Centre (CSSC) offers exceptional world class service to customers across Canada. Our Customer Solutions Agents deepen customer relationships and are responsible for assisting existing customers to process their beverage orders, execute an equipment service request, and handle customer service inquiries, while accessing and updating multiple systems. This role is critical in supporting the Coke Canada goal of becoming the world’s best independent bottler. You will succeed if you are customer focused, have a strong ability to find the right solution, motivated to achieve sales and service targets, deeply understand our product, execute accurate processes, and can multitask.

We have a hybrid model. You will be required to work a combination of both in office and at home. (Frequency varies by location)

Responsibilities

• Answer incoming calls for sales orders, customer support, equipment service, myCoke website support, and/or general inquiries.
• Execute customer support and equipment service tickets, process delivery requests, modify orders, execute reroute notifications, provide new product information etc. 
• Effective handling of customer Chat inquires for the myCoke.com ecommerce platform.
• Participate in outbound calling projects and/or other Customer Solutions initiatives. 
• Apply effective first call resolution practices when responding to questions/concerns.
• Strive to meet and exceed contact centre metrics.
• Accurately update customer information and transactions in the Salesforce database
• Successfully offer beverage products to established customers through up-selling and cross-selling to achieve volume and profitability targets.
• Act as a company ambassador by offering best programs and solutions to drive value. 
• Deliver professional account management for designated Coca-Cola Customers.
• Utilize effective communication skills to ensure expectations are successfully achieved for both internal/external stakeholders.
• Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs.
• Escalate customer issues within established guidelines in timely manner.
• Understand performance targets to meet and/or exceed goals.
• Learn and abide by Coca-Cola Canada Policies and Procedures. Remain up to date with our product lineup, updates, and process revisions to immediately apply to customer interactions 
• Access multiple system applications simultaneously to effectively provide sales and service 
• Actively participate in team building and engagement activities.
• Remain on queue per schedule to ensure service levels are achieved daily
• Attendance, schedule adherence and punctuality are essential for this role 
• Perform other duties per business needs, as instructed by Management Team

Qualifications

• High School Diploma or equivalent
• 1+ years customer service and/or customer sales experience (Contact Centre experience considered a strong asset)
• Must have excellent telephony/verbal communication skills 
• Must have professional written communication skills
• Proven ability to multitask and pivot based on customer needs
• Proven ability to achieve sales, revenue, quality, and accuracy targets
• Demonstrated ability to provide outstanding customer service
• Ability to work independently and in a team environment
• Open to observation and coaching 
• Strong ability to problem-solve and provide viable solutions based on customer needs and company objectives
• Experience working in multiple systems and applications 
• Strong attention to detail and time management skills
• Demonstrated ability to understand, stay up to date and apply with policies/guidelines accurately
• Experience with Salesforce considered a strong asset
• Proficient with Microsoft Office
• Must have a private home office space (high speed internet connection) during at home shift(s)

The Security Manager is primarily responsible for the physical security of Coke Canada Bottling’s facilities, assets and employees, collective bargaining contingency planning, assisting Human Resources with investigations and the retrieval of company assets from customer and former customer locations. Located in Montreal and reporting to the VP, Legal, the Security Manager works closely with business partners across the East Canada Operating Unit to provide guidance and recommendations regarding all aspects of security. 

Responsibilities

• Maintain security practices that ensure compliance with company, regulatory, legal and ethical policies and requirements;
• Ensure effective execution of the physical security and protection programs, policies and practices, including the conduct of security audits;
• Ensure all security equipment and systems are operating in accordance with operating procedures and escalate all problems/issues to management;
• Lead consultations with internal and external stakeholders, to develop and implement strategic business plans to reduce risks / exposures related to physical security and protection;
• Recommend and implements security solutions based on analysis of issues and implications for the business;
• Liase with outside security consultants and security equipment providers in determining security needs and oversee project implementaions; 
• Identify emerging security issues and trends to inform decision-making;
• Review and sign-off on the security design for all significant security and building projects, monitor project completion relating to the designs, and performs final inspection for selected projects against the original security objectives;
• Conduct thorough, unbiased and timely investigations, including review of CCTV;
• Ensure proper procedures are followed to preserve evidence and maintain confidentiality;
• Clearly communicate findings with all interested parties, produce clear summaries of actions taken and provide recommendations for further investigation;
• Liaise with external investigative units as required in order to ensure a full investigation is conducted;
• Acts as a trusted advisor to assigned business/group. Influence and negotiate to achieve business objectives;
• Conducs independent analysis and assessment to resolve security issues;
• Respond to and assists in the management of crisis situations.
• Responds and provide support for urgent/emergency situations after normal business hours.

Qualifications

• At least 8 years experience in an investigative/analytical role either in law enforcement or another discipline that involves the investigation of casework and the assembly of information/ evidence to prove a case in court or justify a recommendation or other outcome;
• Bilingual in spoken and written English and French;
• Experience with implementation, operation and support of electronic access control and surveillance systems;
• Strong knowledge of investigative practices, methods and enforcement strategies;
• Familiar with the protocols for collecting, handling, and passing on evidence;
• Experience in employee and labour relations;
• Experience in contingency measures and procedures;
• Experience in presenting or delivering presentations and training programs;
• Administrative skills; proficiency with IT tools, Words, Excell, Outlook and ability to complete and create forms, reports, and logs;
• Ability to handle multiple projects and assignments concurrently;
• Ability to handle sensitive information while maintaining confidentiality;
• Strong analytical skills as well as good interview, interrogation and investigation techniques and skills;
• Ability to effectively present and communicate findings;
• Strong critical thinking and problem-solving skills;
• Independent, inquisitive and open-minded;
• Solid time-management skills;
• Ability to show initiative, good judgment and resourcefulness;
• Post-secondary degree and/or university/college courses in law enforcement or in a relevant field are preferred; and
• Member in good standing of ASIS and CANASA preferred.

Coke Canada Bottling Bulk Drivers are responsible for the delivery of pre-ordered products to assigned accounts. This is a long-haul role and requires overnights. This is a short haul role and all driving will be locally based.

Responsibilities

• Shift: AM, PM or overnight
• Deliver pre-ordered products to customers on assigned route using a Coke Canada Bottling fleet truck
• Check accuracy and stability of truck load
• Follow all Coke Canada Bottling and Store policies regarding equipment and safety
• Maintain professional relationships with co-workers and customers.
• Repetitively lift, carry and position product (weight up to 50lbs or 22kgs) above shoulder height without assistance - most route require product to be offloaded and broght into the customer location.
• Merchandising product into customer location as needed
• Ability to push and pull manual and powered equipment (i.e. pallet jack, hand-truck etc.) containing product loads for a minimum of 100 yards without assistance
• Collect company property
• Follow all Coke Canada Bottling and Store policies regarding backroom, display floor, replenishment, equipment, and safety
• Maintain professional relationships with co-workers and customers

Qualifications

• Commercial License with Air (Class 1 or AZ) with no major violations over the last three (3) years
• One (1) plus year of commercial driving experience
• One to three years of general work experience
• Local delivery experience preferred
• Ability to repetitively lift, carry and position product (weight up to 50lbs or 22kgs) above shoulder height without assistance

Coke Canada Bottling Bulk Drivers are responsible for the delivery of pre-ordered products to assigned accounts. This is a long-haul role and requires overnights. This is a short haul role and all driving will be locally based.

Responsibilities

• Shift: AM, PM or overnight
• Deliver pre-ordered products to customers on assigned route using a Coke Canada Bottling fleet truck
• Check accuracy and stability of truck load
• Follow all Coke Canada Bottling and Store policies regarding equipment and safety
• Maintain professional relationships with co-workers and customers.
• Repetitively lift, carry and position product (weight up to 50lbs or 22kgs) above shoulder height without assistance - most route require product to be offloaded and broght into the customer location.
• Merchandising product into customer location as needed
• Ability to push and pull manual and powered equipment (i.e. pallet jack, hand-truck etc.) containing product loads for a minimum of 100 yards without assistance
• Collect company property
• Follow all Coke Canada Bottling and Store policies regarding backroom, display floor, replenishment, equipment, and safety
• Maintain professional relationships with co-workers and customers

Qualifications

• Commercial License with Air (Class 1 or AZ) with no major violations over the last three (3) years
• One (1) plus year of commercial driving experience
• One to three years of general work experience
• Local delivery experience preferred
• Ability to repetitively lift, carry and position product (weight up to 50lbs or 22kgs) above shoulder height without assistance