Coffee Route Coordinator

About Culligan QuenchCulligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year.  We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement.  Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan.  Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/
About CulliganFounded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment products. These products include water softeners, drinking water systems, whole-house systems and solution for businesses. Culligan's network of franchise dealers is the largest in the world, with over 900 dealers in 90 countries. Many of Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises. For more information visit www.culligan.com. 
Values: 5CsCulligan as OneCustomers come firstCommitment to InnovationCourage to do what's rightConsistently deliver exceptional results
The Position:
We are currently seeking a Coffee Route Coordinator in the Greenville, SC area. As a Coffee Route Coordinator you will work closely in support of our high value route coffee customers (those that we visit and deliver coffee to in person in markets across the country). You would be responsible for: phone and email contact with customers, technician support and communication, data entry, work order creation, and sales order creation, handling product questions, and coordination with internal teams such as Scheduling, Supply Chain, Sales and Account Management. A Route Driver Coordinator will strive to build and maintain business relationships with clients and internal customers, by providing prompt and accurate service, leading to customer satisfaction and loyalty for these high value customers.

Responsibilities

• Provide world-class customer service on every customer contact
• Interact with the coffee route team to provide support daily by email, teams, phones etc. – this will include Route Drivers, Warehouse Technicians, Schedulers, Buyers, Field Service Technicians, etc.
• Assist with maintaining the coffee route schedules, including adding on new schedules
• Field customer inquiries via phone, email, cases, etc.
• Exceed customer expectations by quickly and accurately resolving customer issues upon presentation or expedite the issues in accordance with established processes
• Excellent customer service and communication skills including ability to listen to customers and drivers to understand issues and be calm under pressure
• Develop knowledge of products to satisfy customer questions
• Identify and escalate priority issues
• Create service work orders for coffee customers
• Work across multiple systems including, but not limited to, Salesforce and Prism
• Maintain regular and reliable attendance

Qualifications

• Must be able to multi-task and switch between different communication channels quickly and efficiently (email, phone, teams)
• Must be able to exhibit empathy and understanding over the phone and email
• Must have a “customer-centric” attitude with an eagerness to provide world-class customer service
• Extremely organized and detail oriented
• Ability to work in a team and across different departments
• Ability to communicate clearly and professionally, both verbally and in written correspondence
• Strong attention to detail.
• Flexibility to interact with changing customer types and exceed their needs; flexibility to ever changing environment of work volume, schedule changes, etc.
• Process Compliance: Follows all documented processes & department policies to provide custo