Customer Service Coordinator - Atlanta - Avacend Inc

    Avacend Inc
    Avacend Inc Atlanta

    7 hours ago

    Restaurants / Food Service
    Description
    :

    Job Title: Customer Service Coordinator

    Location: Office Based (min 3 days) in Atlanta, Weekend Rotations required for customer support and downtime support – 3 days weekday onsite, M & F, Saturday and Sunday remote work..

    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


    • **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


    • ** 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

    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- preferred


    • Ability to work independently and as part of a team.


    • Attention to detail and a proactive approach to problem-solving.


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