Job Description

Job Opportunity At PepsiCo

PepsiCo products are enjoyed by consumers more than one billion times a day in more than 200 countries and territories around the world. PepsiCo generated more than $67 billion in net revenue in 2019, driven by a complementary food and beverage portfolio that includes Frito-Lay, Gatorade, Pepsi-Cola, and Quaker. PepsiCo's product portfolio includes a wide range of enjoyable foods and beverages, including 22 brands that generate more than $1 billion each in estimated annual retail sales.

Guiding PepsiCo is our vision to be the Global Leader in Convenient Foods and Beverages by Winning with Purpose. "Winning with Purpose" reflects our ambition to win sustainably in the marketplace and embed purpose into all aspects of the business.

PepsiCo continues to be at the forefront as the category's share leader and growth driver. We're excited to see what we can accomplish with your skills, ideas, and perspectives. Are you in?

What's Your Role?

The Pepsi Equipment Service (PES) Center will provide customers throughout the US and Canada with a point of contact for all equipment service issues. The Service Escalation Team CORE, 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:

Responsibilities

• Follow case management procedures via Freshdesk to ensure PES delivers the one best way to resolve each equipment request.
• Utilize SalesForce-dispatching software to manually intervene and reprioritize service technician's schedule to accommodate incoming urgent/escalated matters.
• Following standard procedures (accuracy, quality, and timeliness) to received customer requests for Move, Service, & National escalations.
• Flex to support other business partner work groups and their projects/initiatives (Move, National, Subway, etc.)
• Manage heavy volume of email/phone traffic with wired Regions/Market Units to coordinate resources: technicians, trucks, and staffing schedules including service area assignments.
• 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 and realign approaches to sync with updated field objectives.
• Execute and manage large volume projects such as Incomplete service ticket reduction, White Glove Service, National PM's, Flavor changes, etc.

Compensation and Benefits:

• The expected compensation range for this position is between $53,600 - $80,450.
• Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process.
• Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.
• In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.

Qualifications

• Must have strong telephone and PC data entry skills and be proficient in Microsoft Word and Excel
• Strong interpersonal and phone skills in a customer service environment
• Outstanding verbal and written communication skills
• Customer drive and focus; prior customer service center/dispatch, or related experience
• Superior problem solving, creative solutions, and organizational skills
• Ability to use multiple PC applications simultaneously i.e. Microsoft Office Products, CETS, Freshdesk, SalesForce, 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
• Bachelor's degree or equivalent job experience
• Previous customer service or dispatch experience
• Roadnet/TOA/SalesForce/ClickSoftware/Service Power or Large Enterprise Dispatch software experience

Hours

• Must be able to work flexible hours (i.e. any schedule between Monday to Sunday from 7am to 11pm, rotating schedule, and holidays). The CSC/COE is open 365 days a year.

Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance.

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

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

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