Technical Customer Service Representative, Costa Coffee

Location: Office Based (min 4 days) in Atlanta, Weekend Rotations required for customer support and downtime supportCompany: Costa CoffeeAbout Us: Costa coffee is a brand within the Coca-Cola portfolio. Costa is a total coffee company, dedicated to providing high-quality coffee products to our customers and Consumers in the Away from Home channel. We pride ourselves on our exceptional customer service.Job Summary: We are seeking a dedicated and detail-oriented Customer Service Coordinator to join our team. The ideal candidate will be responsible for logging service calls, follow up with service providers on ETA’s and return trips, support technicians with Costa specific software and telemetry questions, supports customers and technicians with payment system support and is managing the execution from Preventative Maintenance programs. This role requires excellent communication skills, strong organizational abilities, technical background in our equipment and a proactive approach to problem-solving.Key Responsibilities- **Customer Support and Issue Resolution: ** Act as the primary point of contact for our clients who require assistance with coffee machine operations, troubleshooting, or other inquiries. Promptly respond to support requests via phone and email, ensuring timely resolution of customer issues. Escalate complex issues to the appropriate technical teams or vendor partners, while maintaining regular communication with clients. Monitor downtime on equipment and perform proactive outbound call to operators**Technical Troubleshooting:** Provide step-by-step guidance to clients to troubleshoot technical issues with coffee machines, including power, calibration, cleaning cycles, and error codes. Diagnose recurring problems and collaborate with the technical and engineering departments to propose long-term solutions. Identify issues remotely and determine whether onsite servicing is necessary, coordinating with field technicians as required. Provide technical support to service technicians, involve oversees tech support in challenging cases**Subject Matter Expert for Back-end support: **Manage Grid 2.0 for correct machine set up and reportingSupport technicians in commissioning and equipment set upEscalate issues to the international helpline for resolutionManage payment portal and payment devices, support technicians and the Swipe team in device set up for customersSupport master data updates from our equipment fleet and customer base**Service provider SLA: ** Monitor open service calls and work with service providers and a fast resolution from open calls within SLA guidelines. Report on SLA performance per customer or service provider on a monthly basis Review parts usage and provide data for supply chain to minimize service interruptions in the field Continuously review processes and adapt based on the growth of the company, Create service bulletins and support documents in the form of videos, checklists or virtual refresher classes. Process and review warranty claims with OEM’s Create WO’s for service providers monitor and execute PM schedules with our service providers Travel to service providers for meetings, business reviews and development meetings** Sales Support Functions: ** Support trade shows, customer field trials and market visits if needed Support customer roll outs in liaison with the sales team, marketing, supply chain and Coca-Cola resources, support if needed with market visitsQualificationsHigh school diploma or equivalent; a degree in business, service, engineering, or a related field is preferred.Proven experience in customer service, field service operations and technical support from technicians and our customersExcellent communication and interpersonal skills.Strong organizational and multitasking abilities.Computer skills to work with specific Costa softwareProficiency in Microsoft Office Suite and salesforce applicationsAbility to work independently and as part of a team.Attention to detail and a proactive approach to problem-solving.Periodic travel required, ~10-15%SkillsTroubleshooting; Technical Support; Customer ServiceThe Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.Pay Range:$85,000 - $100,900Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.Annual Incentive Reference Value Percentage:7.5Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.