Auto req ID: 159243BR
Major Tasks, Key Responsibilities and Key Accountabilities:
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 customer's 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/didn't 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 PM's, 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, MEM's, MES's and Sales Managers
To ensure full customer coverage, weekday, evening, and some holiday work will be required. The Customer Equipment Service and Repair Center's hours of operation are from 7:00 a.m. to 2:00 a.mm EST Monday - Sunday. The PESR Center is open 365 days a year.Qualifications/Requirements
Basic Job Qualifications:
Bachelor's degree or equivalent job experience
Previous customer service or dispatch experience
Relocation Eligible: Not Applicable
Job Type: Regular
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity
For San Francisco Bay Area: Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco Police Code Sections 4901 - 4919, commonly referred to as the San Francisco Fair Chance Ordinance.
If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy
Please view our Pay Transparency Statement