Equipment Services Coordinator (Dispatch and Customer Service)

Job Summary

The Senior Equipment Services Logistics Coordinator is responsible for the effective and efficient scheduling of 15+ technicians daily. Requires immediate and direct interface with Field Service Supervisors, Customers, Sales, and other Coca-Cola Service teams throughout the day. Helps identify gaps in schedules, zone coverage, and skill sets.

Provides input regarding adding install/service technician capacity, including overtime as driven by backlog volume spikes against capacity. Find solutions to the exceptions, which can require working with Field Service Supervisors, Team Managers, and other Senior Coordinators, Customers, and Technicians.

This 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. Handles project-related work such as inventory support, planning for large order requests from sales, and processing returns.

Ensure calls are completed in a timely manner with a focus on service level agreements. Research ticket scheduling issues using multiple complex screens and mapping programs. 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. The Senior Coordinator is also responsible for managing all requests from all parties within the Bottler Organization.

Must confirm the work requested with the customer, communicate with Full-Service Vending when appropriate, communicate with the Make Ready Centers for bottle/can and fountain equipment, and create routes for Bottlers to execute the activities and follow up to ensure execution.

Duties and 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).
• System application and navigation strength using multiple screens. Multi-task against a variety of deadlines and applications.
• 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.
• Reviewing 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.

Duties and Responsibilities

• 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

Key Skills And Abilities

• Advanced communication skills
• Organizational skills
• Intermediate Microsoft skills

Education Requirements

High School diploma or GED

Years of Experience

1 to 2 years of experience in business experience in the beverage industry, customer service or logistics/transportation and service or logistics industry knowledge.

Required Travel

Travel is not expected in this job, however, employees may be asked to travel for meetings or training on occasion.

Hybrid Work Environment

CCBSS operates a hybrid working environment. This is a teleworking role that requires working at a CCBSS office location on a regular basis (or a minimum number of days per month or week) at the manager’s discretion. The number of days required at a CCBSS office location is at the manager’s discretion and is subject to change depending on business needs.

Total Rewards, Totally Rewarding

We are one family supporting the Coca-Cola bottling system in North America. Our work is indispensable to our partners and makes an impact in the communities where we operate. We are committed to workplace diversity and to rewarding exceptional performance. We expect a lot from our team — after all, it’s their exceptional work that helps CCBSS support the Coca-Cola bottling system in North America.

To keep everyone motivated and energized, we offer a comprehensive benefits and rewards package.

• Work-Life Integration- Vacation, floating holidays, parental leave, flexible work environment
• Competitive Base Salary- A base salary or hourly wage rate in line with market rates for the job duties and skills required
• Rewards & Recognition- Acknowledging our employees’ contributions
• Retirement Plans & Guidance- Programs to assist associates in saving for retirement
• Health & Welfare Plans- Medical, life, and disability insurance plans

Company Message

Coca-Cola Bottlers’ Sales and Service, LLC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.