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Beverage Service Specialist at S&D Coffee in Concord, North Carolina

Posted in Other 30+ days ago.





Job Description:

We are currently seeking Beverage Service Specialist for our Equipment department.


As a Beverage Service Specialist, 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 management to identify, determine and implement the best customer solutions. Each member of the team is accountable and held to high standards for all aspects of our responsibilities and duties.


Job Functions:

  • Manage customer, technicians and third-party provider relationships, being fully accountable for independent decisions

  • Professionally handle requests for service and installations, qualify work to be done and issue work orders/order equipment when necessary in a timely manner and with good attention to detail

  • Call customers and service providers to coordinate and follow through until services are provided to ensure company standards are met

  • Perform data entry into the E1 NetSuite web-based and PC based systems as procedures require

  • Maintain detailed work logs, status reports, work order information, etc. Records are to be thorough and current on a daily basis with good attention to detail

  • Investigate customer's/sales complaints and resolve issues as quickly as possible
    Conduct dispatch maintenance functions (i.e.: warranty process, customer re-bill invoice procedures, third party billing, part order procedures, etc.)

  • Support and provide guidance to our S&D Technicians, conduct maintenance functions for parts, return trips, schedule installation and service events, provide guidance while tech is on-site with the customer

  • Maintain a clean, organized, and safe work environment in an office setting

  • Other duties assigned by management


3509
First
* 2+ years' experience in a customer service setting (preferably via phone)
* Associates Degree preferred, or equivalent combination of education and experience
* Excellent written and verbal communication 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
* Ability to work remote with necessary resources and 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 handle multiple tasks in a fast-paced environment
* Demonstrated ability to effectively handle multiple issues simultaneously
Equal Opportunity Employer / Vets / Disabled

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