Beverage Service Advisor

Westrock Coffee Company•Concord, NC

11d

About The Position

We are currently seeking a Beverage Service Advisor for our Equipment and Service department. As a Beverage Service Advisor, you must be willing to be part of a fun and fast-paced environment. You will be a vital member of our "Best in Class" service team. You will engage with customers and technicians using multiple technologies, providing them top-rated support, addressing their business needs, and building strong relationships. As a part of our team, you will collaborate with technicians and customers to identify, determine and implement problem solving and solutions for both our technicians and customers. Each member of the team is valued and accountable to provide timely beverage equipment service while held to high standards.

Requirements

2+ years' experience in a customer service setting (preferably via phone)
Associates Degree preferred, or equivalent combination of education and experience
Excellent written, verbal communication, attention to detail and interpersonal skills
Advanced Conflict management and problem-solving skills
Intermediate knowledge of basic Windows software applications to include Word and Excel
Demonstrated ability to efficiently work independently
Willingness to collaborate and work with a team
Demonstrated good decision-making skills
Possess minor beverage equipment repair knowledge or willing to learn and be trained
Willingness to participate in On-Call rotation as required (includes night, weekends and holiday rotation)
Ability to follow and adhere to policy and procedures
Ability to collaborate within a fast-paced environment
Demonstrated ability to effectively handle multiple issues simultaneously

Responsibilities

Manage customer, technicians and third-party provider relationships, being fully accountable for independent decisions.
Professionally handle requests for service, installations, preventive equipment maintenance, qualify work to be done and issue work orders/order equipment when necessary.
Possess the skills to communicate with both customers and service providers to coordinate repairs, replacements or part ordering while promptly following through until services are provided to our customer base.
Learn (NetSuite) web-based and PC based systems as procedures.
Maintain detailed, thorough and timely work logs, status reports, work order information, etc.
Investigate customer's/sales complaints and resolve issues as quickly as possible.
Conduct dispatch maintenance functions (i.e.: Technician communication, warranty process, part order procedures, etc.)
Support and provide guidance to our technicians, conduct maintenance functions for parts, return trips, schedule installation and service events, and provide guidance while tech is on-site with the customer.
Maintain a clean, organized, and safe work environment in an office setting.
Enjoy working with others and being in a positive environment.