[High Salary] Customer Operations Specialist

Customer Operations Coordinator

Position Summary:

This position handles the day-to-day client relationship with Black Box clients from a warehouse perspective. This role acts as the client liaison to meet their ongoing technology needs through data entry, customer service, reporting/trouble-shooting issues, staging products and making recommendations on product alternatives and materials.

Job Responsibilities:

- Monitor client ticketing system and entering manual data entries into ERP; respond to client ticketing system within 24 hours to maintain service level agreement (SLA).
- Work on sales orders and service tickets. Inform supervisors of product backorders and make substitution recommendations.
- Contact Service Desk staff to help with general questions and order modifications.
- Update the Inventory Web Portal to more accurately display data.
- Engage in ongoing communication with Client regarding voice product inventory levels, refurbishing needs and products to order.
- Answering questions and address ad-hoc requests for Clients and Third Tier Distributors.
- Complete miscellaneous reports requests, such as:
- Backorder report
- Voice product threshold report
- Equipment shipped/received report
- Production schedule
- Voice and data refurbishing reports
- Daily/weekly discussions and meetings with Client Services team.
- Participate in project calls with clients and Project Managers.
- Receive, stage, ship and reserve bill of materials.
- Additional duties as assigned.

Skills, Knowledge, Abilities:

- Able to work independently as well as part of a team environment.
- Able to retrieve information and conduct research related to project completion and job responsibilities.
- Able to think analytically.
- Capable of establishing priorities and balancing multiple projects simultaneously.
- Encompasses project management skills from project start to finish.
- Performs work under general supervision.
- Handles basic issues and problems.
- Excellent written and verbal communication skills.
- Organized and detail-oriented.
- Able to build collaborative relationships.
- Able to read, write and interpret various correspondence, memos and instructions.
- Understanding of basic mathematical concepts, such as adding, subtracting, multiplying and dividing.
- Proficient in basic to intermediate computer software programs, such as Microsoft Office.
- Ability to work overtime as necessary.

Qualifications:

- High School Diploma, or equivalent
- 3 years of experience in product control or service coordination

Supervisory Responsibility:

- This position has no supervisory responsibilities

Physical Environment/Working Conditions:

- List critical physical demands beyond normal office requirements, e.g. standing, walking, sitting, climbing, stooping, reaching, talking, hearing, lifting, use of hands, etc.
- N/A- normal office requirements

- List critical vision requirements beyond normal office needs – close, distant, color, peripheral, depth, etc.
- N/A- normal office requirements

- Describe any exposure to extreme or unusual environmental conditions- fumes/airborne particles, toxic chemicals, risk of electrical shock, loud noise, extreme cold or heat, etc.
- N/A

* Reasonable accommodations may be made to enable individuals to perform the essential functions.

This job description defines the critical job responsibilities and requirements of a job classification in broad terms; it is not meant to be all-inclusive for any one position. Job responsibilities and requirements are subject to change at any time due to business conditions or any other reason.