Customer Care Representative

Job Details Schedule: Monday- Friday 9am-6pm, in office. Pay: $18.50/hour for bilingual in Spanish. Role Overview Provides customer support to internal and external customers by answering customer inquiries regarding myCoke.com, processing orders, selling in product voids, handling service/repair requests, and routine check ins with existing customers. Takes inbound calls from consumers, customers, internal and external including field sales reps, accounting, receptionist, 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 centres. Must have strong interpersonal skills to manage relationships to ensure exceptional customer service, be able to work under pressure, meet deadlines and performance metrics, and effectively communicate to leadership concerns and requests including current events which impact our business. Benefits Competitive wages paid bi-weekly or optional pay on demand; overtime opportunities Health coverage (3 medical options, dental and vision) Health Savings Accounts with company match 401(k) Retirement Plan with company match FREE virtual primary care, acute care & physical therapy FREE Employee Assistance Program FREE safety shoes annually for most roles Seven company paid holidays & 3 paid floating holidays Paid time off (vacation, sick time, bereavement, jury duty, maternity/paternity, disability leave & volunteer time) Discounted & free product Tuition reimbursement Opportunities for career advancement 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. Processes service request that are sent to the field service technician through our customer relationship software. Providing internal and external support by executing accurate information in a timely manner (pricing, address/delivery, reschedule 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 any other special projects and events. Requirements High School Diploma (or GED) required. 1+ years Customer service experience preferred. Must be able to operate Salesforce software, SAP, and Microsoft office. Must be at least 18 years of age. Equal Employment Opportunity Statement 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. Swire Coca-Cola does not sponsor applicants for work visas. #J-18808-Ljbffr