Service Escalations Sr. Coordinator

What’s Your Role?

The Pepsi Equipment Service (PES) Contact Center will provide customers throughout the US and Canada with a single solution resource for all equipment service inquiries. Our CORE-Service Solutions workgroup coordinates with Field MEM Operations to flawlessly execute the rapid response to equipment delivery delays, and equipment service request. This cross-functional team ensures an exceptional customer experience while ensuring business territory costs and productivity targets are achieved. 

• →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 & 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.

• Demonstrates the ability to link customer requirements and financial acumen to decision processes
• Superior problem solving & creative solutions that achieve high end service
• Strong interpersonal and phone skills in a customer service environment
• Demonstrates the ability to work independently and quickly analyze problems to develop actionable solutions
• High School Diploma/GED required; Bachelor's degree preferred
• Technical skills-Experienced in Roadnet/SalesForce/SAP/Freshdesk/Business Objects; proficient in Microsoft Office (Excel, PowerPoint, Outlook)
• Must be available to work any assigned 8-hour shift, 5 days per week, including evenings, weekends, and holidays as business needs require

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.