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.