Service Support Coordinator
About The Position
Join one of the largest bottlers and distributors of the world’s most iconic beverage brands! Why you’ll love working at Swire Coca-Cola: Swire Coca-Cola is committed to providing balance to support you in all aspects of your life, both at work and beyond. We offer the benefits you need for physical, financial, and emotional well-being. Who is Swire Coca-Cola? We are a family-owned bottling company with a story spanning over two centuries. We are one of the largest bottlers of Coca-Cola in North America and distribute more than 50 beverage brands and flavors creating joy for our customers every day. Our 8,000+ driven employees work hard as part of a team that delivers refreshment to over 30 million consumers across 13 states. Begin a journey with us at Swire Coca-Cola and belong to a community of dedicated team members who think big and believe in winning together. Job Details: What does a Service Support Coordinator do at Swire Coca-Cola? The Dispatcher/Planner is responsible for efficiently routing reactive service requests and appointments to technicians on a day-to-day basis. The dispatcher will confirm the work requested, gathering all necessary information while communicating with technicians, Field Service Directors and Supervisors in a timely manner.
Requirements
- High school diploma or GED
- Experience in logistic routing and dispatching
- Working from the office weekly with occasional days from home
- Working weekends, holidays and after hours as needed
Nice To Haves
- Sales Force and Field Service Lightning (FSL) experience preferred
- Microsoft Office including Teams, Outlook, Excel, Word, Zoom
Responsibilities
- Review all incoming reactive service appointment requests in a timely manner for accurate routing
- Ensuring all high priority calls are scheduled and dispatched within 30 minutes of receiving
- Scheduling all other service appointments within 24 hours of receiving
- Include additional notes/documentation to work orders, emails and advise technicians of updates
- Ensuring all technicians scheduled have work available and dispatched during their shift
- Communicating to the appropriate department and team members using multiple resources throughout the day. Including issues relating to incomplete or roll over activity
- Dispatchers are responsible for technician service routes and call movements
- Utilizing Optimization while dispatching a technician’s route
- Scheduling routes based on call priority, technician availability, skill set, geographical location of customer, and duration needed for each activity and travel time between work orders
- Monitoring daily activity 24-hour hold, hold for parts, postponed and on hold activities for next action
- Answering multiple phone lines (afterhours and weekends if scheduled)
- Creating local work orders for customers via Zoom
- Escalating and prioritizing urgent calls
- Monitoring and responding to incoming emails, Teams IM, text and/or calls relating to service support requests
- Other duties as needed
Benefits
- Competitive wages paid bi-weekly or optional pay on demand
- Overtime opportunities
- Health coverage (3 medical options, dental and vision)
- Health Savings Accounts w/company match
- 401(k) Retirement Plan w/company match
- FREE virtual primary care, acute care & physical therapy
- FREE Employee Assistance Program
- FREE Safety Shoes annually for most roles
- Seven (7) company paid holidays & 3 paid floating holidays
- Paid time off (vacation, sick time, bereavement, jury duty, maternity/parental, disability leave &volunteer time)
- Discounted & free product
- Tuition reimbursement
- Opportunities for career advancement
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
