Technical Customer Service Representative, Costa Coffee at The Coca-Cola Company

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Food & Beverage, Consumer GoodsIndustries

Requirements

High school diploma or equivalent; a degree in business, service, engineering, or a related field is preferred
Proven experience in customer service, field service operations, and technical support for technicians and customers
Excellent communication and interpersonal skills
Technical background in coffee equipment (implied from responsibilities)
Strong organizational abilities and proactive problem-solving approach

Responsibilities

Act as the primary point of contact for clients requiring assistance with coffee machine operations, troubleshooting, or inquiries
Promptly respond to support requests via phone and email, ensuring timely resolution of customer issues
Escalate complex issues to technical teams or vendor partners while maintaining regular communication with clients
Monitor equipment downtime and perform proactive outbound calls to operators
Provide step-by-step guidance to clients for troubleshooting coffee machine issues (e.g., power, calibration, cleaning cycles, error codes)
Diagnose recurring problems and collaborate with technical and engineering departments for long-term solutions
Identify issues remotely and coordinate with field technicians for onsite servicing as needed
Provide technical support to service technicians and involve overseas tech support in challenging cases
Manage Grid 2.0 for machine setup and reporting
Support technicians in commissioning and equipment setup
Escalate issues to the international helpline for resolution
Manage payment portal and payment devices; support technicians and Swipe team in device setup for customers
Support master data updates for equipment fleet and customer base
Monitor open service calls and ensure fast resolution within SLA guidelines with service providers
Report on SLA performance per customer or service provider monthly
Review parts usage and provide data to supply chain to minimize service interruptions
Continuously review and adapt processes based on company growth
Create service bulletins and support documents (videos, checklists, virtual refresher classes)
Process and review warranty claims with OEMs
Create work orders (WOs) for service providers
Monitor and execute preventative maintenance (PM) schedules with 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 rollouts in liaison with sales team, marketing, supply chain, and Coca-Cola resources, including market visits if needed

Skills

Key technologies and capabilities for this role

Customer ServiceTechnical TroubleshootingCoffee Machine OperationsIssue ResolutionCommunicationOrganizational SkillsPayment SystemsTelemetryPreventative MaintenancePhone SupportEmail SupportProblem-Solving

Questions & Answers

Common questions about this position

Is this position remote or office-based?

The role is office-based with a minimum of 4 days in the Atlanta office, and weekend rotations are required for customer support and downtime support.

What are the key skills required for this role?

The position requires excellent communication skills, strong organizational abilities, a technical background in coffee equipment, and a proactive approach to problem-solving.

What does the company value in this role?

Costa Coffee prides itself on exceptional customer service and is dedicated to providing high-quality coffee products.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What makes a strong candidate for this Technical Customer Service Representative role?

A strong candidate is dedicated, detail-oriented, with experience in technical troubleshooting of coffee machines, customer support via phone and email, and managing service calls and SLAs.

The Coca-Cola Company

Global leader in non-alcoholic beverages

About The Coca-Cola Company

The Coca-Cola Company is a major player in the beverage industry, offering a variety of non-alcoholic drinks such as soft drinks, water, sports drinks, juices, and plant-based beverages. Its products are manufactured and distributed through a network of bottling partners who handle the production, packaging, and delivery of these beverages to consumers and businesses around the world. This extensive distribution system ensures that Coca-Cola products are widely available. Unlike many competitors, Coca-Cola benefits from strong brand recognition and a diverse portfolio of popular drinks, which helps it adapt to changing consumer tastes. The company's goal is to refresh the world and positively impact communities while maintaining a commitment to sustainability.

Atlanta, GeorgiaHeadquarters

1892Year Founded

IPOCompany Stage

Consumer GoodsIndustries

10,001+Employees

Risks

Acquisition of Billson’s Beverages may affect Coca-Cola's non-alcoholic brand image.

Economic pressures may reduce consumer spending on premium Coca-Cola products.

AI-driven campaigns could expose Coca-Cola to data privacy concerns and scrutiny.

Differentiation

Coca-Cola's vast distribution network ensures global product availability and market penetration.

Strong brand equity and marketing efforts drive consumer loyalty and market presence.

Commitment to sustainability initiatives enhances brand reputation and competitive edge.

Upsides

Growing demand for health-conscious beverages boosts Coca-Cola's low-sugar and functional drink offerings.

Direct-to-consumer sales channels enhance Coca-Cola's e-commerce presence and consumer engagement.

Popularity of plant-based diets allows Coca-Cola to expand its plant-based beverage line.

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