DSD Ops Support Spec PT Peet's Coffee
Emeryville, CA

Job Description

Overview

The DSD Operations Support Specialist provides Handheld Computer (HHC) and route product order support for Peet's DSD Field Sales team. The Specialist will be the first line of support for field sales by managing tickets and calls through Zendesk (ticket management software). This role is critical to ensuring smooth operations for DSD communications from route handhelds, including monitoring and troubleshooting daily issues, equipment management, and communicating issues and resolutions to the Field Sales audience.

Responsibilities

Handheld Support

* Primary support through Zendesk management of tickets (issues) - triage, response, resolve all tickets and calls
* Trouble-shoot handheld issues, both internal and for the Field Sales team
* Analysis and reporting on Handheld issues and tracking as requested
* Liaison for system communications to the field: issues, resolutions, best practices, tips

Route Orders

* Troubleshoot issues with product orders
* Coordinate with Shipping/Transportation department to track and document shipment issues
* Support Field Sales team on moving product between routes, as needed

Equipment Management

* Equipment troubleshooting
* Manage equipment replacements, returns, shipments; track all assets
* Print ship labels as requested for equipment and or product transfers

Qualifications

* Minimum of 5 years' experience working in a DSD organization
* Strong customer service skills and computer skills (including Microsoft Office)
* Experienced in operating DSD Handheld systems desired
* Ability to learn new technology readily through instruction and self-training
* Process-oriented - able to solve user issues while supporting consistent processes and practices
* People-oriented - able to listen and work with internal and external customers and balance the field support with process efficiencies
* Excellent verbal and written communication skills, strong inter-personal relationship skills
* Systems support experience preferred
* Operates independently, self-starter, detail-oriented