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Service Advantage Analyst

5 months ago

Mississauga, Canada PepsiCo Full time

**Overview**

The Service Advantage Analyst role is the liaison for PepsiCo Service Advantage Customers and Alternate Service Providers. The SA Analyst is accountable for account maintenance, service order entry, service escalations, equipment move entry and managing reporting/tracking tools in PBC and FOBO territories.

**Responsibilities**

**Major Task Responsibilities and Key Accountabilities**:

- Responsible for account maintenance
- Submit Customer COF creation Requests to Masterfile.
- Opens and Close Customer Owned Receiving Orders (CORO) in SCOPE.
- Uploads and moves equipment.
- Maintains customer data and move tracking.
- Assists the Service Advantage Sales Representative with reporting tools and data driven insights.
- Dispatches service orders to the DOL as needed, also provide coaching the end users on PES Website.
- Provides SA service updates to SA customers via established tracker tools.
- Monitors work orders for service compliance and engages service providers for resolution.
- Manages customer projects from order creation to order close, including producing weekly status reports and cost analysis reporting
- Works with Third Party service providers to ensure work complete when bottler denies service
- Maintain APS wiring and customer relationships in CETS and APS
- Enter APS orders for bottler payment
- Monitor and assist Finance to Resolve late payments, account debits, credits APS open orders and order closure
- Drive reporting and analysis around ASP (KPI’s, billing and account reconciliation)
- Maintains SA team training documents and supports Inbound training
- Uploads SA customer Alerts
- Create reporting as needed using CETS, BO and Microsoft Excel

**Responsibilities**

**Basic Qualifications**:

- HS Diploma or Equivalent
- 4-6 years of previous customer service experience
- Willingness to work flexible work hours.
- Intermediate to Advanced Microsoft Excel/Word Skills
- Strong Project Management Skills, Including Organization and Execution
- Organizational skills to manage multiple concurrent priorities
- Strong communication skills, verbal and written
- Ability to build strong working relationships with diverse customers, service providers, and colleagues
- Ability to remain professional with upset and difficult to handle internal and external customers
- Strict attention to detail, ability to balance numerous tasks and meet tight deadlines
- Flexible to a changing environment

**Preferred Qualifications**:

- 4 year undergraduate degree
- Prior CETS, CM, BO and APS experience
- Bilingual a plus (french and english)
- Prior Foodservice and/or bottler operations experience