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.