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

Provide technical support to service technicians, involve oversees tech support in challenging cases

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

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 :

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.