Customer Service Coordinator - Atlanta, GA

***Please note, that all applicants applying for US job openings must be legally authorized to work in the United States.***

Our Customer is an American multinational beverage corporation headquartered in Atlanta, Georgia. Their many interests include the manufacturing, retailing, and marketing of nonalcoholic beverage concentrates and syrups. They are passionate about beverages around the world, with around 200 brands and 700,000+ employees across the company and bottling partners. They take deliberate action to nurture an inclusive culture that is grounded in their company purpose, to refresh the world and make a difference. They believe their culture is one of the reasons their company continues to thrive after 130+ years.

We are seeking a Customer Service Coordinator on a contract basis who will support the Customer’s business needs. This role is hybrid in Atlanta, GA (with 40% remote and 60% onsite).

NOTE: Candidates must have their own laptops, the customer is not providing laptops to contractors at this time.

Role Overview:

• We are seeking a dedicated and detail-oriented Customer Service Coordinator to join our team.
• The ideal candidate will be responsible for logging service calls, follow up with service providers on ETA’s and return trips, support technicians with company specific software and telemetry questions, supports customers and technicians with payment system support and is managing the execution from Preventative Maintenance programs.
• This role requires excellent communication skills, strong organizational abilities, technical background in our equipment and a proactive approach to problem-solving.
• Location: Office Based (min 3 days) in Atlanta, Weekend Rotations required for customer support and downtime support – 3 days weekday onsite, M & F, Saturday and Sunday remote work..
• Can choose between T-TH which 2 days they would like to take off.

Responsibilities:

• Customer Support and Issue Resolution:
• Act as the primary point of contact for our clients who require assistance with coffee machine operations, troubleshooting, or other inquiries.
• Promptly respond to support requests via phone and email, ensuring timely resolution of customer issues.
• Escalate complex issues to the appropriate technical teams or vendor partners, while maintaining regular communication with clients.
• Monitor downtime on equipment and perform proactive outbound call to operators.
• Subject Matter Expert for Back-end support:
• Manage Grid 2.0 for correct machine set up and reporting
• Support technicians in commissioning and equipment set up
• Escalate issues to the international helpline for resolution
• Manage payment portal and payment devices, support technicians and the Swipe team in device set up for customers
• Support master data updates from our equipment fleet and customer base
• Service provider SLA:
• Monitor open service calls and work with service providers and a fast resolution from open calls within SLA guidelines.
• Report on SLA performance per customer or service provider on a monthly basis
• Review parts usage and provide data for supply chain to minimize service interruptions in the field
• Continuously review processes and adapt based on the growth of the company, Create service bulletins and support documents in the form of videos, checklists or virtual refresher classes.
• Process and review warranty claims with OEM’s
• Create WO’s for service providers, monitor and execute PM schedules with our service providers.
• Sales Support Functions:
• Support trade shows, customer field trials and market visits if needed
• Support customer roll outs in liaison with the sales team, marketing, supply chain and customer resources, support if needed with market visits.

Qualifications:

• High school diploma or equivalent; a degree in business, service, engineering, or a related field is preferred.
• Proven experience in customer service, field service operations and technical support from technicians and our customers
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Computer skills to work with specific Costa software
• Proficiency in Microsoft Office Suite and salesforce applications- preferred
• Ability to work independently and as part of a team.
• Attention to detail and a proactive approach to problem-solving.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.