Service Support Coordinator

Who is Swire Coca-Cola? We are a family-owned bottling company with a story spanning over two centuries. We are one of the largest bottlers of Coca-Cola in North America and distribute more than 50 beverage brands and flavors creating joy for our customers every day. Our 8,000+ driven employees work hard as part of a team that delivers refreshment to over 30 million consumers across 13 states. Begin a journey with us at Swire Coca-Cola and belong to a community of dedicated team members who think big and believe in winning together.

Job Details:
Schedule: Thursday - Sunday, 4 10 hour shift (7 AM to 11 AM start time)
Pay: $22 - $24/hr
Job Level: 1

What does a Service Support Coordinator do at Swire Coca-Cola?
The Dispatcher/Planner is responsible for efficiently routing reactive service requests and appointments to technicians on a day-to-day basis. The dispatcher will confirm the work requested, gathering all necessary information while communicating with technicians, Field Service Directors and Supervisors in a timely manner.

Responsibilities:

• Review all incoming reactive service appointment requests in a timely manner for accurate routing
• Ensuring all high priority calls are scheduled and dispatched within 30 minutes of receiving
• Scheduling all other service appointments within 24 hours of receiving
• Include additional notes/documentation to work orders, emails and advise technicians of updates
• Ensuring all technicians scheduled have work available and dispatched during their shift
• Communicating to the appropriate department and team members using multiple resources throughout the day. Including issues relating to incomplete or roll over activity
• Dispatchers are responsible for technician service routes and call movements
• Utilizing Optimization while dispatching a technician's route
• Scheduling routes based on call priority, technician availability, skill set, geographical location of customer, and duration needed for each activity and travel time between work orders
• Monitoring daily activity 24-hour hold, hold for parts, postponed and on hold activities for next action
• Answering multiple phone lines (afterhours and weekends if scheduled)
• Creating local work orders for customers via Zoom
• Escalating and prioritizing urgent calls

• Monitoring and responding to incoming emails, Teams IM, text and/or calls relating to service support requests

Preferred Experience:

• High school diploma or GED

• Experience in logistic routing and dispatching

• Working from the office weekly with occasional days from home
• Working weekends, holidays and after hours as needed

• Sales Force and Field Service Lightning (FSL) experience preferred

• Microsoft Office including Teams, Outlook, Excel, Word, Zoom
• Other duties as needed

Swire Coca-Cola is an equal employment opportunity and affirmative action employer that participates in the E-Verify program as required by law. All qualified applicants will receive consideration for employment without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status or other legally protected characteristics. Swire Coca-Cola does not sponsor applicants for work visas.