Equipment Services Coordinator (Dispatch and Customer Service)

Job Summary

The Senior Equipment Services Logistics Coordinator is responsible for the effective and efficient scheduling of 15+ technicians daily. Requires immediate and direct interface with Field Service Supervisors, Customers, Sales, and other Coca-Cola Service teams throughout the day. Helps identify gaps in schedules, zone coverage, and skill sets. Provides input regarding adding install/service technician capacity, including overtime as driven by backlog volume spikes against capacity. Finds solutions to the exceptions, which can require working with Field Service Supervisors, Team Managers, and other Senior Coordinators, Customers, and Technicians.

Responsibilities

• Maintain technician routing profiles for skills, permits, and zones, etc.
• Monitor pending/on-hold activities for next action (i.e., email, escalation, cancellation).
• Schedule in the system, using market knowledge, maps, calendars, technician skills, availability, and field recommendations, ensuring full routes and maximum technician efficiency.
• Review incoming requests for accuracy, verify customer readiness, plan, and schedule to customer readiness, make ready centers guidelines, Full-Service guidelines, equipment availability, and bottler requests.
• Handle accurate rescheduling of incomplete activities as quickly as possible, coordinating with functional groups as needed to get work completed.
• Respond to incoming emails and/or calls relating to special requests, projects, or Sales support requests.
• Participate and execute Strategic Initiatives to drive organizational efficiency.
• Process all Field Service requests, including manually completing service activities, market searches, order parts, ensuring purchase orders and ticket completion, executing parts transfers, and adjusting part quantities per bottler guidelines.
• Update Field Service employee profiles and implement alterations for the swapping of Field Service technician vehicles, employee types, service locations, skills, contact information, and shipping addresses.
• Communicate and resolve Customer Support Tickets promptly to ensure customer and bottler’s needs are met.
• Interact with irate customers, customers with lingering issues, and/or customers with complex calls after an unsuccessful first attempt at resolution by the front-line associate.
• Collaborate with cross-functional departments to highlight and determine the most effective way to resolve customer issues.
• Ensure a timely and satisfactory response is received by the customer.
• Serve as a subject matter expert across various process functions (i.e., equipment service requests and general customer support inquiries) by leveraging the correct business procedures and/or engaging the applicable business owners as needed.
• Analyze and provide feedback on process question trends, common customer issues, and/or training opportunities.
• Identify opportunities where process improvement or information management may increase the department’s efficiency.
• Implement established procedures, and resources are effectively assigned to high-priority tasks during disaster recovery efforts.
• Receive inbound calls and create customer service tickets and equipment service tickets.
• Transfer calls as required to the appropriate department.

Qualifications

• High School diploma or GED
• 1 to 2 years of experience in the beverage industry, customer service, or logistics/transportation industry.

Skills

• Advanced communication skills
• Organizational skills
• Intermediate Microsoft skills

Total Rewards, Totally Rewarding

We are one family supporting the Coca-Cola bottling system in North America. Our work is indispensable to our partners and makes an impact in the communities where we operate. We are committed to workplace diversity and to rewarding exceptional performance. We expect a lot from our team — after all, it’s their exceptional work that helps CCBSS support the Coca-Cola bottling system in North America. To keep everyone motivated and energized, we offer a comprehensive benefit and rewards package.

Work-Life Integration

• Vacation
• Floating holidays
• Parenthood leave
• Flexible work environment

Competitive Base Salary

A base salary or hourly wage rate in line with market rates for the job duties and skills required.

Rewards & Recognition

• Acknowledging our employees’ contributions
• Retirement Plans & Guidance
• Medical, life, and disability insurance plans

Company Message

Coca-Cola Bottlers’ Sales and Service, LLC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.