Service Solutions Sr. Coord

PepsiCo • Winston-Salem, NC

18h

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 request. Our CORE-Service Solutions workgroup coordinates with Field MEM Operations to flawlessly execute a rapid response to customer equipment issues, in support of approximately 2MM phone calls per year, while ensuring location cost and productivity targets are achieved.

Requirements

• Demonstrates the ability to link customer requirements and financial acumen to decision processes achieving high end service
• Superior problem solving & creative solutions
• Strong interpersonal and phone skills in a customer service environment
• Demonstrates the ability to work independently and quickly analyze problems to develop actionable solutions
• Bachealor’s degree or equivalent job experience
• Technical skills-Experienced in Roadnet/SalesForce/SAP/Freshdesk/Business Objects; proficient in Microsoft Office (Excel, PowerPoint, Outlook)

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 or 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.

Benefits

• Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.
• In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees