Beverage Service Advisor

Westrock Coffee Company; Concord (NC); On-site; USD 42,000 - 60,000; Full time

Job summary

Westrock Coffee Company is seeking a Beverage Service Advisor to join our Equipment and Service team in a fast-paced environment. You will engage with customers and technicians, coordinate repairs, installations and parts, and help maintain service quality while building strong relationships.

The role requires 2+ years in customer service (phone preferred), good communication, teamwork, and a willingness to learn beverage equipment repair.

Qualifications

• 2+ years of experience in a customer service setting (preferably via phone).
• Associates Degree preferred, or equivalent combination of education and experience.
• Excellent written, verbal communication, attention to detail and interpersonal skills.
• Advanced conflict management and problem-solving skills.
• Intermediate knowledge of basic Windows software applications to include Word and Excel.
• Demonstrated ability to efficiently work independently.
• Willingness to collaborate and work with a team.
• Demonstrated good decision-making skills.
• Possess minor beverage equipment repair knowledge or willing to learn and be trained.
• Willingness to participate in On-Call rotation as required (includes night, weekends and holiday rotation).
• Ability to follow and adhere to policy and procedures.
• Ability to collaborate within a fast-paced environment.
• Demonstrated ability to effectively handle multiple issues simultaneously.

Responsibilities

• Manage customer, technicians and third-party provider relationships, being fully accountable for independent decisions.
• Professionally handle requests for service, installations, preventive equipment maintenance, qualify work to be done and issue work orders/order equipment when necessary.
• Coordinate repairs, replacements or part ordering with customers and service providers; follow through until services are provided.
• Learn (NetSuite) web-based and PC based systems as procedures.
• Maintain detailed, thorough and timely work logs, status reports, work order information, etc.
• Investigate customer's/sales complaints and resolve issues as quickly as possible.
• Conduct dispatch maintenance functions (i.e.: Technician communication, warranty process, part order procedures, etc.).
• Support and provide guidance to our technicians, conduct maintenance functions for parts, return trips, schedule installation and service events, and provide guidance while tech is on-site with the customer.
• Maintain a clean, organized, and safe work environment in an office setting.
• Enjoy working with others and being in a positive environment.

Skills

Customer service

Communication

Attention to detail

Interpersonal skills

Problem solving

Teamwork

Education

Associate's degree or equivalent

Tools

NetSuite

Word

Excel

Windows

Job description

Job Description

We are currently seeking

Job Description

We are currently seeking a Beverage Service Advisor for our Equipment and Service department.

As a Beverage Service Advisor, you must be willing to be part of a fun and fast-paced environment. You will be a vital member of our "Best in Class" service team. You will engage with customers and technicians using multiple technologies, providing them top-rated support, addressing their business needs, and building strong relationships. As a part of our team, you will collaborate with technicians and customers to identify, determine and implement problem solving and solutions for both our technicians and customers. Each member of the team is valued and accountable to provide timely beverage equipment service while held to high standards.

Job Functions

• Manage customer, technicians and third-party provider relationships, being fully accountable for independent decisions.
• Professionally handle requests for service, installations, preventive equipment maintenance, qualify work to be done and issue work orders/order equipment when necessary.
• Possess the skills to communicate with both customers and service providers to coordinate repairs, replacements or part ordering while promptly following through until services are provided to our customer base.
• Learn (NetSuite) web-based and PC based systems as procedures.
• Maintain detailed, thorough and timely work logs, status reports, work order information, etc.
• Investigate customer's/sales complaints and resolve issues as quickly as possible.
• Conduct dispatch maintenance functions (i.e.: Technician communication, warranty process, part order procedures, etc.)
• Support and provide guidance to our technicians, conduct maintenance functions for parts, return trips, schedule installation and service events, and provide guidance while tech is on-site with the customer.
• Maintain a clean, organized, and safe work environment in an office setting.
• Enjoy working with others and being in a positive environment.

Requisition Number

6874

Shift

First

Qualifications

Qualifications:

• 2+ years' experience in a customer service setting (preferably via phone)
• Associates Degree preferred, or equivalent combination of education and experience
• Excellent written, verbal communication, attention to detail and interpersonal skills
• Advanced Conflict management and problem-solving skills
• Intermediate knowledge of basic Windows software applications to include Word and Excel
• Demonstrated ability to efficiently work independently
• Willingness to collaborate and work with a team
• Demonstrated good decision-making skills
• Possess minor beverage equipment repair knowledge or willing to learn and be trained
• Willingness to participate in On-Call rotation as required (includes night, weekends and holiday rotation)
• Ability to follow and adhere to policy and procedures
• Ability to collaborate within a fast-paced environment
• Demonstrated ability to effectively handle multiple issues simultaneously

Equal Opportunity Employer / Vets / Disabled