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Team Lead, Customer Service Front Office

Sófía, Búlgaría; Varna, Búlgaría Finance 07/05/2024 93824

Are you looking for new challenges and personal growth within Coca-Cola Europacific Partners? Then we have a great opportunity for you.



Job Purpose 
The Team Lead Customer Service Front Office is part of a newly created team within the Bulgaria based Shared Service Center (SSC) of CCEP. The role is responsible for the daily Customer Service Front Office operations for Spain. The position will drive and deliver Customer Service excellence to the business emphasizing continuous process improvement. The purpose is to continuously enhance the Customer Service level, efficiency, and effectiveness. Build strong relationships with the Spanish Business Unit (BU), particularly with the retained SSC partners, Commercial team, Finance team, etc. 
This role will also support the transition team to ensure the successful migration of all Customer Service in-scope activities to the SSC.
The role is tasked with managing a portfolio of customers and direct phone communication with indirect CCEP customers (local and regional/national on premise) to advise on their requests related to billing, orders, payments, etc.

Key Responsibilities 

•    Build a high performing team by motivating and supporting the team members to step up and deliver their best work. Delegate clearly, build trust and generate the desire in others to take ownership. Coach and develop team members and monitor their performance to drive a culture of high performance;
•    Independently manages the daily tasks for the assigned portfolio of customers and ensures monitoring of the accounts supported by a detailed financial analysis to achieve or exceed targets and metrics;
•    Diminishes bad debt risk by increasing the collections for all receivables and assists with order management where needed; 
•    Responsible for the monitoring of conducted customer calls – supports coaching and training sessions where needed;
•    Provides coordination within the team under supervision by team’s manager and acts as backup of the manager when needed;
•    Analyzes and process various disputes raised by the customers, and undertakes the necessary actions to resolve the dispute, such as coordination between departments and monitoring the completion of the pertinent procedures in the correct manner and on time.
•    Immediately engages the management team and Sales when identifying any significant account deterioration and/or any critical disputes which might be a potential bad debt account;
•    Ensures customer queries (related to  invoicing and payments, account reconciliation, banking issues, balances, and other requests for information) raised through the different communication channels (over the telephone, e-mail, Customer Portal, others) are handled in a timely and efficient manner;
•    Supports the Monthly and Annual closing activities for timely closure;
•    Assists in trainings wherever required, updates process SOPs, keeps an up-to-date version of own portfolio account`s handbook;
•    Proactively looks for improvements to the current Customer Service Front Office process to bring in continuous improvement;
•    Assures that the appropriate internal control environment and SOX compliance are maintained along with compliance to all legal and regulatory requirements;
•    Training customers in the use of the Customer Portal (MyCCEP), so that its use is encouraged as well as the self-management of customers in terms of consulting invoices and other information available to them;
•    As requested, undertakes projects or activities not specifically outlined above.

Key Stakeholders (internal and external)
•    Commercial (Iberia): Front Office
•    Commercial (Iberia): Sales Team
•    Customer Service & Supply Chain (Iberia): Customer Improvement
•    Shared Service Centre (including Master data) and local finance teams

•    Teleperformance
•    Partner Distributors

Qualifications Required 

  • University degree
  • Experience in Client Portfolio Management

Language capability 
Spanish and/or Catalan, and English (minimum C1)

Functional technical skills required 
1.    SAP
2.    Customer service
3.    Reporting tools (excel, BW, BI, PowerBI, …)
4.    Processes and systems
5.    Organizational Skills (Prioritization, Time Management…)
6.    Order to cash process

Behavioural competencies preferred 
1.    Personal self-awareness, empathy
2.    Communication
3.    Decisive
4.    Proactivity
5.    Analytical
6.    Influence
7.    Results orientation
8.    High organizational capacity
9.    Teamwork and cooperation

Capability required & Expert level( Capability Framework)
•    Analytical Thinking – Foundational
•    Relationship Management - Foundational
•    Collaborative Influencing - Foundational
•    Finance Operations and Accounting - Foundational
•    Process Excellence – Foundational
•    System Literacy – Intermediate

Our employee value proposition:

Being Rewarded

  • Market Competitive Salary
  • Annual Compensation & Bonus Cycle
  • CCEP Shares Purchase plan & Matching Share
  • Food Vouchers
  • Flexible Working Allowance 

Being Connected

  • Everyone’s Welcome – Inclusion, Diversity & Equity Culture
  • Keep In Touch program – in support of parental care
  • Inspiring Office layout with Great beverages and Sofia subsidized canteen
  • Referral Program

Being  Developed & Valued

  • Professional Qualifications Support & Sponsorship
  • Ninja Community and Lean Six Sigma Certification
  • CCEP learning platforms & Leadership training curricula
  • Career Growth and Talent Progression
  • Recognition program

Being Well

  • Flexible & Hybrid Ways of Working
  • Additional days paid leave at start and on top – Birthday, Qualification & Volunteering;
  • Wellbeing & Sports program, including corporate discounts & subscription fees
  • Wellbeing Community & Initiatives
  • Employee Assistance Program
  • Additional Health Plan & Dental Insurance

Being  Inspired

  • Social Projects & Community Charity programs
  • Participation in Corporate Challenges - marathon, sports, fun
  • External life coach speakers and Work-Life balance lectures
  • Team Building & Fun Events


We are Coca-Cola Europacific Partners (CCEP) – a dedicated team of 42,000 people, serving customers in 31 countries, who work together to make, move and sell some of the world’s most loved drinks.

We are a global business and one of the leading consumer goods companies in the world. We help our 2.1 million customers grow, and we are constantly investing in exciting new products, innovative technologies and fresh ideas. This helps us to delight the 600 million people who enjoy our drinks every day.


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