Polar Bear of New York is a leading private soda systems company in the New York City metro area. We serve over 800 customers in the food and refreshment services industry (e.g. bars and restaurants). We provide soda equipment installation and maintenance services and we supply soda syrups and CO2 gas to help our customers provide exceptional fountain soda products to their patrons.
Polar Bear of New York Customer Service Advocates (CSA) are the key relationship managers with our customers. They serve as the primary contact for our customers for placing orders, collecting payments, troubleshooting issues, and scheduling deliveries. They are also the primary interface with our team of service technicians and delivery drivers.
The CSA will be responsible for their own set of delivery routes performed each week. The process entails calling customers in advance for orders on their routes, scheduling those orders, entering and printing invoices using QuickBooks and briefing drivers on their assigned routes before they leave each morning. This position truly represents the "voice of our customers" for the business.
CSA's are also responsible as the front line for addressing customer service issues. Specialized training will be provided to help the CSA walk through a list of trouble shooting questions which can often resolve a customer's technical issue without having to dispatch a technician to resolve. More than two-thirds of issues are resolved over the phone. For the remaining issues that need direct technician support, the CSM will dispatch drivers in the field to the customer site or will schedule this issue for a future route depending on the urgency.
CSA's will have some ancillary responsibilities including going onto trucks to check inventory, pulling 20LB parts boxes off trucks to check parts inventory, making short runs to customers in the area for spot deliveries as needed.
This is a great career opportunity for anyone wishing to develop their customer facing and office management skillset.