Technical Customer Service Representative, Costa Coffee

Customer Service Coordinator Location(s): United States of America City/Cities: Atlanta Travel Required: 00% - 25% Relocation Provided: No Job Description Summary: Office Based (min 4 days) in Atlanta, Weekend Rotations required for customer support and downtime support Company: Costa Coffee About Us: Costa coffee is a brand within the Coca-Cola portfolio. Costa is a total coffee company, dedicated to providing high-quality coffee products to our customers and consumers in the Away from Home channel. We pride ourselves on our exceptional customer service. Job Summary: We are seeking a dedicated and detail-oriented Customer Service Coordinator to join our team. The ideal candidate will be responsible for logging service calls, follow up with service providers on ETA's and return trips, support technicians with Costa specific software and telemetry questions, supports customers and technicians with payment system support and is managing the execution from Preventative Maintenance programs. This role requires excellent communication skills, strong organizational abilities, technical background in our equipment and a proactive approach to problem-solving. 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 Technical Troubleshooting: Provide step-by-step guidance to clients to troubleshoot technical issues with coffee machines, including power, calibration, cleaning cycles, and error codes. Diagnose recurring problems and collaborate with the technical and engineering departments to propose long-term solutions. Identify issues remotely and determine whether onsite servicing is necessary, coordinating with field technicians as required. Provide technical support to service technicians, involve oversees tech support in challenging cases 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 Travel to service providers for meetings, business reviews and development meetings 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 and Coca-Cola resources, support if needed with market visits 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 Ability to work independently and as part of a team. Attention to detail and a proactive approach to problem-solving. Periodic travel required, ~10-15% Skills: Customer Service, Technical Support, Troubleshooting Pay Range: $85,000 - $100,900 Our Purpose and Growth Culture: We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors curious, empowered, inclusive and agile and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.