Customer Care Representative

Who is Swire Coca-Cola? We are one of the largest bottlers of Coca-Cola and other beverage brands in America. Our 7,200 hardworking and passionate employees produce and distribute more than 50 brands and flavors across 13 states. We have as many careers as we have flavors, and regardless of which role you choose, you have a direct impact on Swire Coca-Cola, our products, and the communities we call home.
At Swire Coca-Cola, our commitment to excellence is what guides our actions with our employees. We offer a comprehensive benefits package for full-time associates which includes: Medical, Dental, Vision, 401K, Paid Vacation, Paid Holidays and Company Discounts.
What does a Customer Care Representative do at Swire Coca-Cola?
Provides customer support to internal and external customers by answering customer inquiries regarding, myCoke.com, processing orders, selling in product voids, and handling service/repair requests and take inbound calls from consumers, customers, internal and external including field sales reps, accounting, receptionist, warehouse, throughout Swire territories. Support customers and sales reps in registering accounts for online ordering via myCoke.com. Trouble shoot online ordering issues, password resets, and any technical support as needed. Successful Customer Care employees have a working knowledge of our entire product portfolio including variations in product availability across Distribution Centers. Must have strong interpersonal skills to manage relationships to ensure exceptional customer service. Able to work unpressured, meet deadlines and performance metrics. Able to effectively communicate to leadership customer concerns and requests including current events which impact our business.
Job Details: Schedule: Monday- Friday 9AM-6PM in office
Pay: $17.50/hour or $18.50/hour if bilingual in Spanish
Responsibilities:

• Employee processes customer order/request by entering data in CRM. At the end of the call the employee updates customer records, with the purpose and result of the call
• If the customer is absent/unavailable in an outbound call, employee updates customer call log, notes and schedules follow up call for same day with a minimum of three attempts per rescheduled call
• During the finalizing portion of any call, the employee answers customer inquiries, reminds customers of ancillary items, reviews current order, reviews past orders, makes an up-sell attempt(s) of new/additional product and confirms expected delivery dates with customers so that both the Company and the customer agree
• Processes service request that are sent to the field service technician through our customer relationship software, CONA, this alerts field service technician as to which customers they need to schedule a service/repair visit
• Providing internal and external support by executing accurate information in a timely manner (pricing, address/delivery, location, contact information), and digital online ordering customers with password reset, payment, registering, site navigation, and troubleshooting
• Notifying field sales reps of existing accounts that are no longer purchasing products, and also customers of updated delivery route changes via phone call/email
• Maintaining accurate customer contact information, phone number, email address
• Attend meetings as assigned and assist with special projects and events
• Train new hires on systems as requested by supervisor

Requirements:

• High School Diploma (or GED) required
• 1+ years Customer service experience preferred
• Must be able to operate Salesforce software, and Microsoft office
• Must be at least 18 years of age

Swire Coca-Cola is an equal employment opportunity and affirmative action employer that participates in the E-Verify program as required by law. All qualified applicants will receive consideration for employment without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status or other legally protected characteristics.

Health insurance, Dental insurance, 401(k), Paid time off, Vision insurance