SC Sr Coordinator

Job description

Overview

PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $67 billion in net revenue in 2019, driven by a complementary food and beverage portfolio that includes Frito-Lay, Gatorade, Pepsi-Cola, Quaker and Tropicana. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including 22 brands that generate more than $1 billion each in estimated annual retail sales.

 

Guiding PepsiCo is our vision to be the Global Leader in Convenient Foods and Beverages by Winning with Purpose. “Winning with Purpose” reflects our ambition to win sustainably in the marketplace and embed purpose into all aspects of the business.  For more information, visit  www.pepsico.com .

 

PepsiCo continues to be at the forefront as the category’s share leader and growth driver. We’re excited to see what we can accomplish with your skills, ideas, and perspectives.  Are you in? 

Responsibilities

What’s Your Role?

The Pepsi Equipment Services (PES) Center will provide customers through-out the US and Canada with a single point of contact for all equipment service issues. The Dispatch Optimization Lead role will coordinate with our MEM Field Operations teams and flawlessly execute the rapid response to our customer’s equipment issues, in support of approximately 2MM phone calls per year, while ensuring location cost and productivity targets are achieved. Key duties include:

·  Utilize Clicksoftware (dispatching) solution by managing Gantt activity to assist locations in achieving customer service objectives by ensuring a balance between customer response time windows met and cost/productivity targets.
·  Following standard procedures (accuracy, quality, and timeliness) to received field requests for service and dispatching calls.
·  Manage heavy volume of email/phone traffic with wired Regions/Market Units to coordinate resources: technicians, trucks and staffing schedules including service area assignments.
·  Assigned a peer-shared Region out of 9 PBC Regions which DOL owns in the goal of working with location managers to identify exception situations (customers and technicians) and drive best possible solutions for resolution.
·  Ensure routing solution achieves location productivity and revenue targets for total service orders performed and National Repair response times.
·  Lead / participate in continuous improvement conference calls to review prior solutions (what worked/didn’t work). Solicit feedback from field supervision and management to improve performance during period and/or weekly conference calls with field Managers and Supervisors.
·  Execute and manage large volume projects such as Predictive Service, National / Regional price changes, Flavor changes, National PM’s, etc.

Compensation and Benefits:

·  The expected compensation range for this position is between $45,400 - $68,000 based on a full-time schedule.

·  Location, confirmed job-related skills and experience will be considered in setting actual starting salary

·  Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.

·  In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.
Qualifications

·  Must have strong telephone and PC data entry skills and be proficient in Microsoft Word and Excel
·  Strong interpersonal and phone skills in a customer service environment
·  Outstanding verbal and written communication skills
·  Customer drive and focus; prior customer service center/dispatch, or related experience
·  Superior problem solving and organizational skills
·  Ability to use multiple PC applications simultaneously i.e. Microsoft Office Products, CETS, Clicksoftware, Business Objects, Genesys phone systems
·  Ability to quickly grasp new PBC applications.
·  Demonstrates continuous improvement mindset
·  Demonstrates the ability to link customer requirements and financial acumen to decision process to achieve highest degree of service with lowest cost routing solution
·  Ability to gather and analyze large data samples and build recommendations based on Market / Location / Region trends
·  Demonstrates the ability to work independently and quickly analyze problems and develop quick, actionable solutions
·  Ability to communicate proficiently with Field Directors, MEM’s, MES’s and Sales Managers
·  Bachelor’s degree or equivalent job experience
·  Previous customer service or dispatch experience
·  Roadnet/TOA/Clicksoft/Service Power or Large Enterprise Dispatch software experience
·  Must be able to work flexible hours (i.e. any schedule between Monday to Sunday from 6am to 2am, rotating schedule)
·  Home office application and infrastructure knowledge required

Hours

To ensure full customer coverage, weekday, evening, and some holiday work will be required. The Customer Equipment Service and Repair Center’s hours of operation are from 7:00am to 2:00am EST Monday thru Sunday. The PESR Center is open 365 days a year.

 

EEO Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

 

PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity

 

If you'd like more information about your EEO rights as an applicant under the law, please download the available  EEO is the Law  &  EEO is the Law Supplement  documents. View  PepsiCo EEO Policy .

 

 Please view our  Pay Transparency Statement