Coca-Cola Bottlers' Sales & Services · 14 hours ago
Equipment Service Coordinator (Customer Support)
Tulsa, OK
Full-time
Hybrid
Entry, Mid Level
1+ years expCoca-Cola Bottlers' Sales & Services is seeking a Senior Equipment Services Logistics Coordinator responsible for scheduling technicians and coordinating equipment requests. The role involves interfacing with various teams and managing service activities while ensuring customer satisfaction and efficient operations.
Customer ServiceFinanceInformation TechnologyProcurement
Responsibilities
Monitor install/service technician routes, working directly with the Field Service Supervisors as needed to make logic-based decisions (zone changes, scheduling adjustments, and resolving critical customer issues)
System application and navigation strength using multiple screens. Multi-task against a variety of deadlines and applications
Update and make changes to 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 timely for accuracy, verify customer readiness, plan, and schedule to customer readiness, make ready centers guidelines, Full-Service guidelines, equipment availability, and bottler requests
Include confirmation of make-ready centers and the ability to meet emergency/special request equipment needs
Include additional shipment needs due to special projects
Handle accurate rescheduling of incomplete activities as quickly as possible, coordinating with functional groups as needed to get work completed
Monitor and 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
Monitor for and 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
Monitor, communicate, and resolve Customer Support Tickets in a timely manner to ensure customer and bottler needs are met
Act as a subject matter expert to front-line associates for process questions by directing associates to online tools and resources and by giving guidance for de-escalating customers
Support the business by directly interacting 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 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
Maintain accurate details of escalated calls. Serve as a resource to the training group by analyzing and providing 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. Make recommendations to management for additional research and implementation
Ensure backlog of work is processed efficiently by implementing 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
Qualification
Required
High School or GED
1 to 4 years of experience in business experience in the beverage industry, customer service, or logistics/transportation, and service or logistics industry knowledge
Advanced communication skills
Organizational skills
Intermediate Microsoft skills
Benefits
Work-Life Integration- Vacation, floating holidays, parental 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- Programs to assist associates in saving for retirement
Health & Welfare Plans- Medical, life, and disability insurance plans
Company
Coca-Cola Bottlers' Sales & Services
OUR COMPANY Coca-Cola Bottlers' Sales & Services (CCBSS) is a limited liability company owned by 50+ U.S. independent Coca-Cola Bottlers.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jennel Buchanan
Business Analyst - CSO
Julie Varghese
Human Resources Business Partner
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