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Customer Care Representative
1 month ago
Join one of the largest bottlers and distributors of the world’s most iconic beverage brands Why you’ll love working at Swire Coca-Cola (enrollment in a Swire Medical Plan is required for some benefits): Competitive wages paid bi-weekly or optional pay on demand; Overtime opportunities Health coverage (3 medical options, dental and vision) Health Savings Accounts w/ company match 401(k) Retirement Plan w/ company match FREE virtual primary care, acute care & physical therapy FREE Employee Assistance Program Seven (7) company paid holidays & 3 paid floating holidays Paid time off (vacation, sick time, bereavement, jury duty, maternity/paternal, disability leave & volunteer time) Discounted & FREE product Opportunities for career advancement 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. 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. Takes inbound calls from consumers, customers, and internal and external teams including field sales reps, accounting, and warehouse throughout Swire territories. Supports customers and sales reps in registering accounts for online ordering via myCoke.com. Troubleshoots 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 under pressure, meet deadlines and performance metrics. Able to effectively communicate customer concerns and requests to leadership, including current events which impact our business. Schedule: Monday - Friday 9am - 6pm in office Pay: $17.50/hour or $18.50/hour if bilingual in Spanish Responsibilities: Processes customer orders/requests by entering data in CRM. Updates customer records with the purpose and result of the call at the end of each call. If the customer is absent/unavailable during an outbound call, updates the customer call log, notes, and schedules follow-up calls for the same day with a minimum of three attempts. During the finalizing portion of any call, answers customer inquiries, reminds customers of ancillary items, reviews current and past orders, attempts upselling of new/additional products, and confirms expected delivery dates with customers. Processes service requests sent to field service technicians through our customer relationship software, CONA, alerting them to schedule service/repair visits. Provides internal and external support by executing accurate information in a timely manner (pricing, address/delivery, location, contact information), and assists digital online ordering customers with password resets, payments, registration, site navigation, and troubleshooting. Notifies field sales reps of existing accounts that are no longer purchasing products and informs customers of updated delivery route changes via phone call/email. Maintains accurate customer contact information, including phone number and email address. Attends meetings as assigned and assists with special projects and events. Trains new hires on systems as requested by supervisor. Requirements: High School Diploma (or GED) required. 1+ years of customer service experience preferred. Must be able to operate Salesforce software and Microsoft Office. Must be at least 18 years of age. Apply Now and Share a Coke with Swire 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 to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. #J-18808-Ljbffr
