Customer Service Coordinator (Hybrid - Atlanta, GA)

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 responsible for logging service calls, following up with service providers regarding ETAs and return visits, supporting technicians with software and telemetry-related inquiries, assisting customers and technicians with payment system support, and managing the execution of Preventive Maintenance programs.

The ideal candidate brings excellent communication skills, strong organizational abilities, a technical understanding of equipment and systems, and a proactive approach to problem-solving.

Hours and Location:

• This is a hybrid, office-based role in Atlanta, requiring a minimum of 3 onsite days per week. Employees will work onsite on Mondays and Fridays, plus one additional weekday.
• Weekend rotations are required to provide customer and downtime support. Weekend shifts (Saturday and Sunday) will be performed remotely.
• Candidates may choose which two days to take off between Tuesday and Thursday.

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

Responsibilities:

• Serve as the primary point of contact for clients requiring assistance with equipment operations, troubleshooting, and general inquiries
• Respond promptly to support requests via phone and email to ensure timely resolution
• Escalate complex technical issues to appropriate internal teams or vendor partners while maintaining consistent client communication
• Monitor equipment downtime and conduct proactive outbound calls to operators
• Manage backend systems to ensure accurate machine setup and reporting
• Support technicians with commissioning and equipment setup
• Escalate unresolved technical issues to international support teams
• Manage payment portals and payment devices, supporting technicians and payment teams with setup and troubleshooting
• Maintain and update master data related to equipment fleet and customer records
• Monitor open service calls and coordinate with service providers to ensure resolution within SLA guidelines
• Track and report SLA performance by customer or service provider on a monthly basis
• Review parts usage data and provide insights to supply chain teams to reduce service interruptions
• Continuously evaluate and improve service processes as the organization grows
• Develop service bulletins and support materials, including videos, checklists, and virtual refresher sessions
• Process and review warranty claims with OEM partners
• Create and manage work orders for service providers
• Monitor and execute preventative maintenance schedules with service partners
• Support trade shows, customer field trials, and market visits as needed
• Support customer rollouts in coordination with sales, marketing, supply chain, and external partners

Skills and Qualifications:

• High school diploma or equivalent required
• Degree in business, service, engineering, or related field preferred
• Experience in customer service, field service operations, and technical support
• Strong communication and interpersonal skills
• Strong organizational and multitasking abilities
• Proficiency in Microsoft Office Suite
• Experience with CRM platforms such as Salesforce is preferred
• Ability to work independently and collaboratively within a team environment
• Strong attention to detail and a proactive problem-solving mindset
• Comfortable working with proprietary operational software systems

Preferred Qualifications:

• Experience supporting equipment or machine-based service environments
• Experience managing SLAs and warranty processes
• Experience working with payment systems or device configuration

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.