Customer Resolution Specialist

Job Description Summary:

At The Coca‑Cola Company, we place consumers at the center of everything we do. As we evolve into a more connected, consumer‑centric organization, our digital listening and service capabilities play a vital role in strengthening relationships and driving brand trust across all markets.

The Customer Resolution Specialist acts as a key ambassador for Coca‑Cola, delivering exceptional service through proactive issue resolution, product quality assurance, and relationship management. In this role, you will support consumers, customers, and internal stakeholders by addressing escalated product and equipment complaints with empathy, precision, and urgency.

The ideal candidate combines strong communication skills with critical thinking, time management, and attention to detail. You’ll work across multiple systems and service platforms to ensure every interaction reflects Coca‑Cola’s commitment to excellence, responsiveness, and care.

What You’ll Do for Us

• Customer Engagement and Resolution:
  • Serve as a trusted representative of The Coca‑Cola Company by diagnosing and resolving consumer service or product quality issues across multiple contact channels.
  • Research escalated cases using available tools and collaborate with cross‑functional teams to ensure swift, high‑quality resolution.
  • Contact consumers for follow‑up and communicate results that build confidence and reinforce brand reputation.
• Issue Management and Service Support:

• • Manage escalations related to consumer quality concerns, equipment servicing, and general product inquiries.

• • Document all interactions accurately to capture the voice of the customer and support first‑call resolution.

• • Apply problem‑solving and negotiation skills to address sensitive issues and prevent external escalation.

• Cross‑Functional Collaboration:

• • Partner with internal groups such as Quality Assurance, Legal, Communications, and Customer Care to address complex issues and refine service processes.

• • Share actionable insights from consumer feedback that help improve business operations and product performance.

• • Participate in service improvement projects that streamline workflows and elevate the customer experience.

• Operational Excellence:

• • Navigate multiple systems simultaneously to capture accurate information and complete service documentation.

• • Monitor performance metrics and incorporate feedback to improve efficiency and quality.

• • Support training and process updates with immediate adoption into daily operations.

• Team Engagement:

• • Contribute to team‑building and engagement activities that strengthen collaboration and morale.

• • Identify and share opportunities to enhance customer interactions and service delivery outcomes.

Qualifications & Requirements

• Education:

• • Associate’s or bachelor’s degree in Business, Communications, or related field.

• Experience:

• • 2+ years of customer service or contact center experience demonstrating professionalism and problem resolution.

• • Experience using Microsoft Office; familiarity with CRM tools preferred.

• • Strong ability to manage priorities, multitask, and deliver consistent results under pressure.

• Capabilities:

• • Excellent communication, active listening, and relationship management skills.

• • Critical‑thinking approach to resolving challenges effectively and independently.

• • High levels of accuracy, adaptability, and teamwork across a matrixed organization.

Skills & Capabilities

• Customer Engagement and Complaint Resolution

• Product and Equipment Service Support

• Quality Assurance and Root‑Cause Analysis

• Cross‑Functional Collaboration and Data Accuracy

• CRM and Systems Proficiency

• Negotiation and Relationship Management

• Process Improvement and Analytical Thinking

• Time Management and Prioritization

• Attention to Detail and Customer Empathy

• Continuous Learning and Team Contribution

What We’ll Do for You

• Empower Meaningful Impact: Represent one of the world’s most trusted brands by providing exceptional service that builds consumer confidence and loyalty.

• Advance Your Skills: Gain experience in product quality resolution, service analytics, and digital communication tools designed for world‑class customer engagement.

• Collaborate with Experts: Partner across Supply Chain, Communications, and Quality teams to strengthen operational consistency and improve customer satisfaction.

• Enhance Your Growth: Develop in a supportive environment that values curiosity, innovation, and problem‑solving as keys to success.

• Be Part of Something Bigger: Join an organization renowned for its purpose‑driven culture and global impact on communities, employees, and consumers.

Skills:

Pay Range:

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:

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.

Location(s):

City/Cities:

Travel Required:

Relocation Provided:

Job Posting End Date:

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

Work With Us

The Coca-Cola Company is a global community of passionate employees who are refreshing the world and making a difference every day. Innovation has been at the heart of our story since 1886. It goes beyond new flavors and brands. Learn more about our system and how we’re making an impact.

Career Areas

As a global organization, we seek opportunities to embrace and champion progress. Our careers span across functions and are globally connected to give you an unmatched career experience.

Hiring Process

We’re glad you’ve chosen to explore your next career opportunity with The Coca-Cola Company. Learn more about our hiring process and pick up tips on how to showcase your experience and skills so you can stand out and thrive.

System Jobs

The Coca‑Cola global business system is composed of The Coca‑Cola Company (TCCC), its subsidiaries and 225 bottling partners around the world. Search jobs throughout our system.