Customer Service Coordinator

Description:

Job Title: Customer Service Coordinator

Location: Office Based (min 3 days) in Atlanta, Weekend Rotations required for customer support and downtime support – 3 days weekday onsite, M & F, Saturday and Sunday remote work..

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

• **Subject Matter Expert for Back-end support: **

- Manage Grid 2.0 for correct machine set up and reporting

- Support technicians in commissioning and equipment set up

- Escalate issues to the international helpline for resolution

- Manage payment portal and payment devices, support technicians and the Swipe team in device set up for customers

- Support 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

• ** 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

Qualifications:

• High 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 customers

• Excellent communication and interpersonal skills.

• Strong organizational and multitasking abilities.

• Computer skills to work with specific Costa software

• Proficiency in Microsoft Office Suite and salesforce applications- preferred

• Ability to work independently and as part of a team.

• Attention to detail and a proactive approach to problem-solving.