Service Escalations Sr. Coordinator
Core
Coordinate rapid response to equipment delivery delays and service requests, managing high-volume escalations and technician schedules to ensure exceptional customer experience and productivity targets.
Role type
Senior Service Escalations Coordinator (Operations)
Builds
Equipment service delivery and customer support operations for PepsiCo equipment
Domain
Consumer Packaged Goods (CPG) / Equipment Service Operations
Required skills
Case management, Salesforce, schedule prioritization, email/phone traffic management, project execution, data analysis, continuous improvement planning, financial acumen, problem solving
Preferred skills
Bachelor's degree, Roadnet, SAP, Business Objects, Microsoft Office
Technologies
Salesforce, Roadnet, SAP, Freshdesk, Business Objects, Microsoft Office
Responsibilities
Follow case management procedures to resolve equipment move and service requests; Utilize Salesforce to reprioritize service technician schedules for urgent matters; Manage heavy volume of email and phone traffic; Ensure routing solution achieves productivity and revenue targets; Lead continuous improvement calls analyzing escalation hotspots; Execute large volume projects like queue reduction and National PMs.
Seniority
Senior, hands-on IC