Service Escalations Sr. Coordinator

PepsiCo•Winston-Salem, NC

6d•$54,700 - $82,050•Onsite

About The Position

The Pepsi Equipment Service (PES) Contact Center will provide customers throughout the US and Canada with a single solution resource for all equipment service inquiries. Our CORE-Service Solutions workgroup coordinates with Field MEM Operations to flawlessly execute the rapid response to equipment delivery delays, and equipment service request. This cross-functional team ensures an exceptional customer experience while ensuring business territory costs and productivity targets are achieved.

Requirements

Demonstrates the ability to link customer requirements and financial acumen to decision processes
Superior problem solving & creative solutions that achieve high end service
Strong interpersonal and phone skills in a customer service environment
Demonstrates the ability to work independently and quickly analyze problems to develop actionable solutions
High School Diploma/GED required
Experienced in Roadnet/SalesForce/SAP/Freshdesk/Business Objects; proficient in Microsoft Office (Excel, PowerPoint, Outlook)
Must be available to work any assigned 8-hour shift, 5 days per week, including evenings, weekends, and holidays as business needs require

Nice To Haves

Bachelor's degree preferred

Responsibilities

Follow case management procedures to ensure PES delivers the One Best Way towards resolving equipment move and service request.
Utilize Salesforce to manually reprioritize service technician’s schedules to accommodate incoming urgent/escalated matters.
Manage heavy volume of email & phone traffic from internal/external customers & business partners.
Ensure routing solution achieves location productivity and revenue targets for total service orders performed, National AOT, and Service Advantage response times.
Lead continuous improvement conference calls analyzing escalation hotspot territories and constructing effective plans on reductions.
Execute and manage large volume projects such as Incomplete service queue reduction, White Glove Service, National PM’s, Flavor changes, etc.