Service Escalations Sr. Coordinator

PepsiCo • Winston Salem, NC

8d

About The Position

The Pepsi Equipment Service (PES) Contact Center provides customers throughout the United States and Canada with a single resource for equipment service inquiries. The CORE-Service Solutions workgroup coordinates with Field MEM Operations to respond to equipment delivery delays and service requests, supporting an exceptional customer experience while meeting territory cost and productivity targets.

The Service Escalations Sr. Coordinator manages escalated equipment service matters, technician scheduling, customer and partner communications, service routing targets, continuous-improvement planning, and large-scale service projects.

Requirements

• Ability to connect customer requirements and financial acumen to decision-making.
• Strong problem-solving skills and ability to develop creative solutions that deliver high-end service.
• Strong interpersonal and phone skills in a customer service environment.
• Ability to work independently, analyze problems quickly, and develop actionable solutions.
• High school diploma or GED required.
• Must be available to work any assigned 8-hour shift, five days per week, including evenings, weekends, and holidays as business needs require.
• Experience with Roadnet, Salesforce, SAP, Freshdesk, and Business Objects; proficiency in Microsoft Office, including Excel, PowerPoint, and Outlook.

Nice To Haves

• Bachelor’s degree preferred.

Responsibilities

• Follow case management procedures to resolve equipment moves and service requests in accordance with PES processes.
• Use Salesforce to manually reprioritize service technicians’ schedules to accommodate urgent or escalated matters.
• Manage high volumes of email and phone traffic from internal and external customers and business partners.
• Ensure routing solutions meet location productivity and revenue targets, National AOT targets, and Service Advantage response times.
• Lead continuous-improvement conference calls to analyze escalation hotspot territories and develop plans to reduce escalations.
• Execute and manage large-volume projects, including Incomplete Service Queue reduction, White Glove Service, National PMs, and flavor changes.

Benefits

• Paid time off, subject to eligibility, including paid parental leave, vacation, sick leave, and bereavement leave.
• Medical, dental, vision, and disability benefits, subject to elections and eligibility.
• Health and dependent care reimbursement accounts.
• Employee Assistance Program (EAP).
• Accident, group legal, and life insurance.
• Defined Contribution Retirement Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED