Equipment Service Coordinator (Tampa, FL, US, 33617)

CCBSS Procurement; Tampa (FL); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Coca-Cola Bottlers’ Sales and Service, LLC in Tampa, FL is seeking an Equipment Services Coordinator (Dispatch and Customer Service). The role focuses on monitoring technician routes, coordinating with Field Service Supervisors, and making scheduling adjustments to maximize efficiency and customer satisfaction.

Responsibilities include updating routing profiles, handling urgent requests, processing field service tickets, and communicating with customers via email and phone.

Qualifications

• 1 to 2 years of experience in the beverage industry, customer service, or logistics/transportation, plus knowledge of the service or logistics industry.
• High School or GED.

Responsibilities

• Monitor technician routes and adjust schedules with Field Service Supervisors to keep operations efficient.
• Process Field Service requests, order parts, and manage tickets according to bottler guidelines.
• Respond to emails and calls related to special requests or sales support.
• Maintain accurate details of technician profiles and routing data; support cross-functional teams.

Skills

Advanced communication skills

Organizational skills

Education

High School or GED

Job description

Select how often (in days) to receive an alert:

Equipment Services Coordinator (Dispatch and Customer Service)

Job Summary

• Monitor install/service technician routes, working directly with the Field Service Supervisors as needed to make logic-based decisions (zone changes, scheduling adjustments, and resolve critical customer issues).
• System application and navigation strength using multiple screens. Multi-task against a variety of deadlines and applications.
• Update and make changes to technician routing profiles for skills, permits, and zones, etc.
• Monitor pending/on hold activities for next action (i.e. email, escalation, cancellation).
• Schedule in the system, using market knowledge, maps, calendars, technician skills, availability, and field recommendations, ensuring full routes and maximum technician efficiency.
• Reviewing incoming requests timely for accuracy, verify customer readiness, plan, and schedule to customer readiness, make ready centers guidelines, Full-Service guidelines, equipment availability, and bottler request.
• Include confirmation of make-ready centers and ability to meet emergency/special request equipment needs.
• Include additional shipment needs due to special projects.
• Handle accurate rescheduling of incomplete activities as quickly as possible, coordinating with functional groups as needed to get work completed.
• Monitor and respond to incoming emails and/or calls relating to special requests, projects, or Sales support requests. Participate and execute Strategic Initiatives to drive organizational efficiency.
• Monitor for and process all Field Service requests including manually complete service activities, market searches, order parts, ensure purchase orders and ticket completion, executing parts transfers, and adjust part quantities per bottler guidelines.
• Update Field Service employee profiles and implement alterations for the swapping of Field Service technician vehicles, employee types, service locations, skills, contact information, and shipping addresses.
• Monitor, communicate and resolve Customer Support Tickets in a timely manner to ensure customer and bottler needs are met.

Duties and Responsibilities

• Act as a subject matter expert to front-line associates for process questions by directing associates to online tools and resources and by giving guidance for de-escalating customers.
• Support the business by directly interacting with irate customers, customers with lingering issues and/or customers with complex calls after an unsuccessful first attempt at resolution by the front-line associate.
• Collaborate with cross-functional departments to highlight and determine the most effective way to resolve customer issues. Ensure a timely and satisfactory response is received by the customer.
• Serve as subject matter expert across various process functions (i.e. equipment service requests and general customer support inquiries) by leveraging the correct business procedures and/or engaging the applicable business owners as needed.
• Maintain accurate details of escalated calls. Serve as resource to training group by analyzing and providing feedback on process question trends, common customer issues and/or training opportunities.
• Identify opportunities where process improvement or information management may increase the department’s efficiency. Make recommendations to management for additional research and implementation.
• Ensure backlog of work is processed efficiently by implementing established procedures and resources are effectively assigned to high-priority tasks during disaster recovery efforts.
• Receive inbound calls and create customer service tickets and equipment service tickets
• Transfer calls as required to the appropriate department

Key Skills and Abilities

• Advanced communication skills
• Organizational skills

Education Requirements

High School or GED

Years of Experience

1 to 2 years of experience in the beverage industry, customer service, or logistics/transportation, plus knowledge of the service or logistics industry.

Required Travel

Travel is not expected in this job; however, employees may be asked to travel for meetings or training on occasion.

CCBSS operates a hybrid working environment. This is a teleworking role that requires working at a CCBSS office location on a regular basis (or a minimum number of days per month or week) at the manager’s discretion. The number of days required at a CCBSS office location is at the manager’s discretion and is subject to change depending on business needs.

Total Rewards, Totally Rewarding

We are one family supporting the Coca-Cola bottling system in North America. Our work is indispensable to our partners and makes an impact in the communities where we operate. We are committed to workplace diversity and to rewarding exceptional performance. We expect a lot from our team — after all, it’s their exceptional work that helps CCBSS support the Coca-Cola bottling system in North America. To keep everyone motivated and energized, we offer a comprehensive benefits and rewards package.

• Work-Life Integration- Vacation, floating holidays, parental leave, flexible work environment
• Competitive Base Salary- A base salary or hourly wage rate in line with market rates for the job duties and skills required
• Rewards & Recognition- Acknowledging our employees’ contributions
• Retirement Plans & Guidance- Programs to assist associates in saving for retirement
• Health & Welfare Plans- Medical, life, and disability insurance plans

Company Message

Coca-Cola Bottlers’ Sales and Service, LLC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.