Customer Service Specialist
Dickson, TN Dickson, TN Full-time Full-time Estimated:
$39.
9K - $50.
5K a year Estimated:
$39.
9K - $50.
5K a year 12 hours ago 12 hours ago 12 hours ago Pay Transparency Statement:
The compensation philosophy reflects the Company's reasonable expectation at the time of posting.
We consider a number of factors when making individual compensation decisions including, but not limited to, skill sets, experience and training, and other business needs.
This role may also be eligible to participate in a discretionary incentive program, subject to the rule governing the program.
Position
Summary:
The Consumer Affairs Specialist resolves all escalated and highly escalated consumer quality incidents for Reyes Coca-Cola Bottling.
This position works closely with the following groups:
Incident Management, Risk Management, Legal and Quality Assurance in order to reach the most appropriate resolution that is in the best interest of the consumer and the company.
The Consumer Affairs Specialist follows up in a timely manner according to established service level agreements.
Position Responsibilities may include, but not limited to:
Research and resolve incidents for consumers, business partners and fellow employees in order to expedite resolution of complaints using a variety of information systems, i.
e.
, SAP BW and SAP IC Contact consumers in order to provide follow-up and acquire necessary details Receive, record, report and respond to consumer incidents using database tools and documented best practices in order to provide improved service performance Maintain interaction with North America Operating Unit (NAOU) Consumer Information Center ensuring resolution and documentation of all complaints Engage Reyes Holdings Risk Management team and Sedgwick as needed Create and maintain partnerships with Quality and Technical teams as well as key customers by establishing common goals to improve or expedite consumer resolution Recognize opportunities to reduce escalation to the media or executives by leveraging advanced consumer engagement practices Process samples going to the NAOU Atlanta laboratory or local Quality Assurance Manager Provide lab results to local Quality Assurance Managers Make outbound calls to contacts in phone queue Return voicemails promptly Enter insurance claims into database system Maintain a sample storage closet aligned to incidents Other projects or duties as assigned Required Skills and
Experience:
High School Diploma/GED with 1 to 2 plus years of experience in a customer service environment Strong computer skills (i.
e.
, Microsoft Office applications, programming languages) Excellent telecommunication skills with ability to engage consumer on the phone while documenting conversation or accessing additional resources Strong written and verbal communications skills across all levels of an organization Experience managing multiple tasks Strong negotiation skills Strong time management skills Strong organizational skills Analytical mindset Excellent deductive reasoning skills This position must pass a post-offer background and drug test Preferred Skills and
Experience:
Bachelor's degree Food or Beverage manufacturing/sales experience Physical Demands and Work Environment:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions.
Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$39.
9K - $50.
5K a year Estimated:
$39.
9K - $50.
5K a year 12 hours ago 12 hours ago 12 hours ago Pay Transparency Statement:
The compensation philosophy reflects the Company's reasonable expectation at the time of posting.
We consider a number of factors when making individual compensation decisions including, but not limited to, skill sets, experience and training, and other business needs.
This role may also be eligible to participate in a discretionary incentive program, subject to the rule governing the program.
Position
Summary:
The Consumer Affairs Specialist resolves all escalated and highly escalated consumer quality incidents for Reyes Coca-Cola Bottling.
This position works closely with the following groups:
Incident Management, Risk Management, Legal and Quality Assurance in order to reach the most appropriate resolution that is in the best interest of the consumer and the company.
The Consumer Affairs Specialist follows up in a timely manner according to established service level agreements.
Position Responsibilities may include, but not limited to:
Research and resolve incidents for consumers, business partners and fellow employees in order to expedite resolution of complaints using a variety of information systems, i.
e.
, SAP BW and SAP IC Contact consumers in order to provide follow-up and acquire necessary details Receive, record, report and respond to consumer incidents using database tools and documented best practices in order to provide improved service performance Maintain interaction with North America Operating Unit (NAOU) Consumer Information Center ensuring resolution and documentation of all complaints Engage Reyes Holdings Risk Management team and Sedgwick as needed Create and maintain partnerships with Quality and Technical teams as well as key customers by establishing common goals to improve or expedite consumer resolution Recognize opportunities to reduce escalation to the media or executives by leveraging advanced consumer engagement practices Process samples going to the NAOU Atlanta laboratory or local Quality Assurance Manager Provide lab results to local Quality Assurance Managers Make outbound calls to contacts in phone queue Return voicemails promptly Enter insurance claims into database system Maintain a sample storage closet aligned to incidents Other projects or duties as assigned Required Skills and
Experience:
High School Diploma/GED with 1 to 2 plus years of experience in a customer service environment Strong computer skills (i.
e.
, Microsoft Office applications, programming languages) Excellent telecommunication skills with ability to engage consumer on the phone while documenting conversation or accessing additional resources Strong written and verbal communications skills across all levels of an organization Experience managing multiple tasks Strong negotiation skills Strong time management skills Strong organizational skills Analytical mindset Excellent deductive reasoning skills This position must pass a post-offer background and drug test Preferred Skills and
Experience:
Bachelor's degree Food or Beverage manufacturing/sales experience Physical Demands and Work Environment:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions.
Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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