Customer Service Sr Analyst (Territory Planner)

PepsiCo is a global company dedicated to creating smiles around the world with a diverse portfolio of beloved brands. They are seeking a Customer Service Senior Analyst to support PES Equipment operations, focusing on logistics and service issues to improve efficiency and customer satisfaction.

Responsibilities:

• The Pepsi Equipment Services (PES) Center will provide customers throughout the US and Canada with a single point of contact for all equipment service issues
• The Routing Engineer position with support PES Equipment operations by performing micro reroutes of existing service/move areas with the goal of improving national repair response and equipment lead times for all equipment types and customer concepts
• By utilizing technical routing tools, national standards and principals and vast operational expertise, route engineers determine the most efficient structure and design for their customer markets’ selling and delivery systems
• In addition to technical and operational expertise, Route Engineers must possess strong negotiation, influence and leadership skills to drive their solutions to successful implementation
• Vast operations and/or logistics experience
• Above average computer skills to include Windows Operating Systems, Microsoft applications and third-party software
• Strong leadership and influence skills
• Good planning and organizational skills
• Sound communication and presentation skills
• Solid analytical skills
• Manage service and move locations with 5M to 45M orders annually (medium to large locations)
• Ability to travel and work autonomously in any area in NAB territory (up to 50% travel may be required)
• Define and evaluate current delivery logistics system
• Develop strategy, project plan and timeline for future system development
• Recognize potential issues and solve problems
• Negotiate and enforce national standards and principles
• Conduct financial analysis and ensure cost-based decisions
• Manage work and local process owners throughout the project
• Manage multiple projects simultaneously
• Successfully complete projects in planned time
• Assist locations in planning for successful implementation
• Measure success of implementation and ensure sustainment
• Strong knowledge of PES service and move Dispatch process with goal of supporting Dispatch team as necessary by providing additional support as needed

Requirements:

• Bachelor's degree or Equivalent job experience
• Must have strong telephone and PC data entry skills and be proficient in Microsoft Word and Excel
• Interpersonal and phone skills in a customer service environment
• Outstanding verbal and written communication skills
• Customer drive and focus; prior customer service center/dispatch, or related experience
• Superior problem solving and organizational skills
• Ability to use multiple PC applications simultaneously i.e. Microsoft Office Products, Dispatch Application, SAP, CETS, Roadnet
• Ability to quickly grasp new PBC applications
• Demonstrates continuous improvement mindset
• Demonstrates the ability to link customer requirements and financial acumen to decision process to achieve highest degree of service with lowest cost routing solution
• Previous customer service or dispatch experience
• Roadnet/TOA/Salesforce (SFS)/Service Power or Large Enterprise Dispatch software experience
• Ability to work evenings and weekends to support field initiatives as necessary
• Experience working in Click, Salesforce, and CETS applications
• Home office application and infrastructure knowledge required
• Primarily remote position but preferred work location of Winston-Salem, NC