Bilingual Customer Care Representative

Who is Swire Coca-Cola? We are a family-owned bottling company with a story spanning over two centuries. We are one of the largest bottlers of Coca-Cola in North America and distribute more than 50 beverage brands and flavors creating joy for our customers every day. Our 8,000+ driven employees work hard as part of a team that delivers refreshment to over 30 million consumers across 13 states. Begin a journey with us at Swire Coca-Cola and belong to a community of dedicated team members who think big and believe in winning together.

Job Details:
Job Level: 1

Why you’ll love working at Swire Coca-Cola:

Swire Coca-Cola is committed to providing balance to support you in all aspects of your life, both at work and beyond. We offer the benefits you need for physical, financial, and emotional well-being.

• Health coverage (3 medical options, dental and vision). 401(k) Retirement Plan w/company match
• Health Savings Accounts w/company match
• FREE virtual primary care, acute care and physical therapy
• FREE Employee Assistance Program
• Company paid (vacation, holidays, sick time, bereavement, jury duty, maternity/parental, disability leave and volunteer time)
• Discounted & free product
• Tuition reimbursement
• Opportunities for career advancement

In addition to health benefits, Swire Coca-Cola is proud to offer you opportunities where you help give back directly to the communities and causes you care about. Note: Enrollment in a Swire Medical Plan is required for some benefits.

What does a Customer Care Representative do at Swire Coca-Cola?
Provides customer support to internal and external customers by answering customer inquiries regarding my-Coke.com, processing orders, selling in product voids, handling service/repair requests, and routine check ins with existing customers. Take inbound calls from consumers, customers, internal and external including field sales reps, accounting, receptionist, warehouse throughout Swire territories. Support customers and sales reps in registering accounts for online ordering via my-Coke.com. Trouble shoot 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 to leadership concerns and requests including current events which impact our business.

Job Details :
Schedule: Monday- Friday 9am-6pm, in office
Pay: $18.50/hour

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:

• Must be Bilingual (Spanish/English)
• 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

Come and join our Sparkling team!

Due to the nature of our work and to help maintain a safe workplace for our employees and customers, after a candidate receives a conditional offer of employment, they will be required to complete pre-employment screening. This includes a criminal background check, drug screening, and for certain roles, a motor vehicle record review.

Screening results are evaluated based on several factors, including the nature and severity of an offense, how much time has passed, the relevance to the position, patterns of repeated offenses, and driving history for roles that require operating a vehicle.

All results are reviewed fairly and in accordance with applicable state and federal laws, including the Fair Credit Reporting Act.

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.