NC/Dispatcher/JP4712/Pending Approval

  • Location
    Winston Salem, North Carolina
  • Job type
    Contract/Temp to Hire
  • Salary
  • Category
    Call Center & Customer Service - Customer Service

Business Unit:

Job Description

Major Tasks, Key Responsibilities and Key Accountabilities:

Bilingual preferred

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 customers 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/didnt 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 PMs, etc.

Education, Experience and Proficiencies:

Selected candidates must have strong telephone and PC data entry skills and be proficient in Microsoft Word and Excel. Interpersonal and phone skills in a customer service environment are expected as well as:
- 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, MEMs, MESs and Sales Managers

Basic Job Qualification
- Bachelors degree or equivalent job experience
- Previous customer service or dispatch experience

Preferred Job Qualifications
- 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)

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

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Reference number US_EN_1_027934_11930005