Project Support Coordinator
Project Support Coordinator
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Overview
Responsibilities
Monitors incident/case queues and addresses requests received in accordance with SLAs.
Handles incidents/cases following the established standard operating procedures ensuring quality is maintained.
Manages order processing and management according to standard operating procedures ensuring quality is upheld.
Handles cases/support requests from sales within established quality guidelines and SLAs.
Monitors and escalates issues related to inventory/stock.
Adheres to standard team procedures.
Coordinates projects or activities with teams and departments within the Technology and Integration Distribution Center (TIDC) when dealing with sales testing and production orders.
Acts as the initial point of contact and liaison for customers or between TIDC and other departments.
Monitors reports to ensure orders are processed promptly and manages any delays effectively.
Creates and updates process and procedure documentation (SOPs & Job Aids) as assigned.
Schedules and attends internal and external customer meetings.
Stays informed about client project changes and updates.
Gains familiarity with each client and their respective services and SLAs.
When proficient may assist in providing internal team support and training to other team members.
Performs all other duties or special projects as assigned.
Recommends ideas for process/continual improvement opportunities.
Employees are required to be fully onsite at the approved work location to perform the functions of this position.
Min
Max
Qualifications
Required competencies:
Excellent verbal and written communication skills.
Intermediate Microsoft Office/O365 skills in Outlook Word PowerPoint OneNote and MS Teams which are essential for primary communication creating documentation presentations organizing data and handling internal and external communication via chats.
Intermediate Microsoft Excel skills and understanding of formulas such as VLOOKUP XLOOKUP and basic pivot tables.
Data entry skills with 99% accuracy and a typing speed of at least 40 words per minute.
Basic to intermediate computer knowledge to effectively use software applications and troubleshoot basic computer issues.
Basic knowledge of Supply Chain Management.
General working knowledge of tools to create Service Work Orders (SWO) and change control.
Basic understanding of order processing lifecycle and inventory management.
Attention to detail in composing keying and proofing professional business materials.
Customer service oriented with the ability to understand queries and escalations by researching and providing solutions efficiently and promptly to meet customer expectations.
Basic understanding of quality requirements that must be implemented accurately when handling internal or external requests.
Takes ownership and responsibility of a request/issue from start through to a successful resolution.
Good problemsolving skills: ability to visualize a problem or situation and think abstractly to solve it.
Good listening skills with the ability to receive information completely and understand what is being said.
Ability to deescalate using empathy active listening and emotional intelligence.
Creative with the ability to think around problems and come up with innovative solutions or recommend process improvements.
Judgment with the ability to formulate opinions compare and decide with good sense.
Interpersonal skills with the ability to work well with all levels of the organization. Friendly presence and a helpful attitude.
Additional preferred competencies or preferred qualifications if any:
Experience or prior knowledge of CRM ERP incident or case management applications.
Fundamental understanding of sales organization and processes.
Possess basic to intermediate analytical skills with the capacity to comprehend and execute intermediate to complex instructions independently.
Demonstrate basic to intermediate organizational and time management skills enabling effective multitasking continuous learning adaptation and accurate implementation of changes while understanding priorities.
Basic comprehension of SLO/SLA requirements to process requests in accordance with contracted cutoff times daily and to meet endofmonth and quarter deadlines.
Attention to detail with the ability to investigate and ideally perform root cause analysis (RCA).
Exhibit learning agility to acquire additional knowledge and expertise in all areas exceeding expectations to advance within the current role and organization.
Ability to consistently represent Connection in a positive and professional manner to customers focusing on delivering a World Class Customer Experience.
This role is in a standard indoor office or similar workspace which meets general office safety and ergonomic requirements. A standard indoor office has moderate noise levels with exposure to fluorescent or other lighting computer monitors forced air and occasional odors.
Individuals require the ability to sit most of the day with some standing bending lifting or reaching on occasion. Lifting only up to five pounds. The employee may be required to walk primarily on a level surface for short periods throughout the day.
Fine motor skills are used to operate a computer keyboard mobile phone and/or other such device. Computer keyboard usage may be heavy during the workday. Near visual acuity and mental focus needed for working potentially long hours looking at a computer screen or monitor(s).
Required Experience:
IC
Employment Type
Full-Time
