Service Solutions Sr. Coord

Overview 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. 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. Compensation & Benefits: The expected compensation range for this position is between $54,700 - $82,050. Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process. 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. Qualifications 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) Department Hours of Operation: We serve our customers Sunday thru Saturday from 7:00am to 11:00pm, 364 days per year. EEO Statement Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status. PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity / Age If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy. Please view our Pay Transparency Statement 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. Compensation & Benefits: The expected compensation range for this position is between $54,700 - $82,050. Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process. 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. 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) Department Hours of Operation: We serve our customers Sunday thru Saturday from 7:00am to 11:00pm, 364 days per year.