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 :

Qualifications :

Supervisory Responsibility :

Physical Environment / Working Conditions :

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.