Equipment Services Coordinator (Dispatch and Customer Service)

Coca-Cola Bottlers’ Sales & Services Company, LLC•Temple Terrace, FL

1d•Hybrid

About The Position

The Senior Equipment Services Logistics Coordinator is responsible for the effective and efficient scheduling of 15+ technicians daily. This role requires immediate and direct interface with Field Service Supervisors, Customers, Sales, and other Coca-Cola Service teams throughout the day. The coordinator helps identify gaps in schedules, zone coverage, and skill sets, and provides input regarding adding install/service technician capacity, including overtime as driven by backlog volume spikes against capacity. This position finds solutions to exceptions, which can require working with Field Service Supervisors, Team Managers, and other Senior Coordinators, Customers, and Technicians. The role works in the SAP application in support of bottler/client/field service for service activities, as well as works with the Field Service team, identifying service calls in need of ordering parts, performing market searches, processing purchase orders, and tracking parts. The coordinator handles project-related work such as inventory support, planning for large order requests from sales, and processing returns. The goal is to ensure calls are completed in a timely manner with a focus on service level agreements. This role involves researching ticket scheduling issues using multiple complex screens and mapping programs, and requires the ability to make complex logic-based decisions about customer scheduling priorities when faced with demand greater than capacity supply and expedited need. The Senior Equipment Services Logistics Coordinator is responsible for coordinating all equipment requests originating from all Sales Organizations and managing all requests from all parties within the Bottler Organization. This includes confirming the work requested with the customer, communicating with Full-Service Vending when appropriate, communicating with the Make Ready Centers for bottle/can and fountain equipment, and creating routes for Bottlers to execute the activities and follow up to ensure execution.

Requirements

High School diploma or GED
1 to 2 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
System application and navigation strength using multiple screens.
Multi-task against a variety of deadlines and applications.
Ability to make complex logic-based decisions about customer scheduling priorities when faced with demand greater than capacity supply and expedited need.

Nice To Haves

Experience in the beverage industry, customer service or logistics/transportation and service or logistics industry knowledge.

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).
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, verifying customer readiness, plan, and schedule to customer readiness, making 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 promptly to ensure customer and bottler’s 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 experts 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