OneSource Customer Operations Associate
About The Position
The OneSource Customer Operations Associate plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients. The role ensures service quality and operational performance within program and delivery standards. It develops client relationships and understanding of client business and product installations to identify service needs, plan delivery, and promote proactive support mechanisms that reduce downtime and costs. The Associate serves as a single point of contact for coordinating service incident resolution and escalation of technical issues, and works with sales and support groups to demonstrate support value and identify opportunities to expand support business. The role handles customer service requests and equipment service processing, schedules preventive maintenance and compliance activities, records event details in applicable CMMS, coordinates service providers, and follows up to confirm completion and customer satisfaction. It monitors open requests and response times against customer Statement of Work and Service Level Agreement requirements, maintains accurate data, and works with the service delivery team to meet goals. The Associate also provides visibility into data accuracy and metrics, presents results to a manager, serves as an escalation point and shares best practices and training opportunities within the team. It communicates with customers and service providers professionally, escalates problems as appropriate, and ensures customer questions, requests, and commitments are addressed.
Requirements
- Associate degree and 2+ years of experience in a team-based customer service environment, or a high school diploma and 4+ years of experience.
- Experience with Microsoft Office, including MS Outlook.
- Excellent verbal and written communication skills.
Nice To Haves
- High level of commitment to the customer.
- Ability to work effectively both in a team and individually.
- Strong organization and time-management skills.
- Demonstrated experience and proficiency with software for word processing, email, order entry, and other required applications.
- Proficiency in Microsoft Office; SAP, Service Max, and Maximo experience is desirable.
- Exceptional analytical skills.
- Excellent Excel skills.
- Openness to change and technological offerings.
- Self-motivation and strong follow-up skills.
Responsibilities
- Refer customers to the appropriate internal professional to support effective escalation, transfer, reassignment, resolution, and customer satisfaction.
- Monitor and respond to customer requests, ensuring communication and response times meet the applicable Statement of Work and Service Level Agreement requirements.
- Process requests for equipment service.
- Schedule regular maintenance and record event activities in applicable CMMS.
- Communicate program information to selected service providers to support satisfactory service delivery.
- Review and schedule preventive maintenance and scheduled compliance activities, including OQ, PQ, and validation; dispatch and coordinate them to meet customer requirements.
- Follow up on service events to confirm completion and customer satisfaction.
- Capture relevant event details in applicable CMMS and complete follow-up transactions accurately, efficiently, and by deadlines.
- Work with the service delivery team to meet service delivery goals.
- Provide visibility into data accuracy relative to processes, metrics, and KPIs, and present results to the manager.
- Serve as a point of escalation within customer site teams and as a team contact for sharing and implementing best practices and training opportunities.
- Discuss troubleshooting and repair situations with service providers or customers professionally and cost-effectively, using tact and diplomacy to obtain cooperation and results.
- Monitor open requests, work toward closure, and meet metrics requirements.
- Escalate problems to the manager or appropriate program leader or customer program contact for strategy development and participation as appropriate.
- Follow up to ensure customer questions, requests, and commitments are answered or resolved to the customer's satisfaction.
- Collaborate with sales and support groups to demonstrate the value of support offerings and identify opportunities for expanded support business.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
