Project Support Coordinator - PCC

Connection•Wilmington, OH

2h•$20 - $26•Onsite

About The Position

This role involves coordinating, partnering, and collaborating with various teams and departments on multiple projects. The Project Support Coordinator will monitor and address incoming requests and orders, treating them as incidents, cases, or inquiries, and escalating them as needed based on training and process expertise. The position requires meeting quality expectations and Service Level Agreements (SLAs) to enhance customer experience. The coordinator will be the first point of contact for customer incidents and internal issues reported by the Sales and Services team. They will act as the primary liaison between clients, management, and the Sales and Services team, ensuring the timely and successful application of services for all customer orders from initiation to production. Where applicable, this position ensures departmental processes comply with Sarbanes-Oxley controls.

Requirements

Excellent verbal and written communication skills.
Intermediate Microsoft Office/O365 skills in Outlook, Word, PowerPoint, OneNote, and MS Teams.
Intermediate Microsoft Excel skills and understanding of formulas such as VLOOKUP, XLOOKUP, and basic pivot tables.
Data entry skills with 99% accuracy and a typing speed of at least 40 words per minute.
Basic to intermediate computer knowledge to effectively use software applications and troubleshoot basic computer issues.
Basic knowledge of Supply Chain Management.
General working knowledge of tools to create Service Work Orders (SWO) and change control.
Basic understanding of order processing lifecycle and inventory management.
Attention to detail in composing, keying, and proofing professional business materials.
Customer service oriented with the ability to understand queries and escalations by researching and providing solutions efficiently and promptly to meet customer expectations.
Basic understanding of quality requirements that must be implemented accurately when handling internal or external requests.
Takes ownership and responsibility of a request/issue from start through to a successful resolution.
Good problem-solving skills: ability to visualize a problem or situation and think abstractly to solve it.
Good listening skills with the ability to receive information completely and understand what is being said.
Ability to de-escalate using empathy, active listening, and emotional intelligence.
Creative with the ability to think around problems and come up with innovative solutions or recommend process improvements.
Judgment with the ability to formulate opinions, compare and decide with good sense.
Interpersonal skills with the ability to work well with all levels of the organization. Friendly presence and a helpful attitude.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

Experience or prior knowledge of CRM, ERP, incident or case management applications.
Fundamental understanding of sales organization and processes.
Possess basic to intermediate analytical skills with the capacity to comprehend and execute intermediate to complex instructions independently.
Demonstrate basic to intermediate organizational and time management skills, enabling effective multitasking, continuous learning, adaptation, and accurate implementation of changes while understanding priorities.
Basic comprehension of SLO/SLA requirements to process requests in accordance with contracted cut-off times daily, and to meet end-of-month and quarter deadlines.
Attention to detail with the ability to investigate and ideally perform root cause analysis (RCA).
Exhibit learning agility to acquire additional knowledge and expertise in all areas, exceeding expectations to advance within the current role and organization.
Ability to consistently represent Connection in a positive and professional manner to customers, focusing on delivering a World Class Customer Experience.

Responsibilities

Monitors incident/case queues and addresses requests received in accordance with SLAs.
Handles incidents/cases following established standard operating procedures, ensuring quality is maintained.
Manages order processing and management according to standard operating procedures, ensuring quality is upheld.
Handles cases/support requests from sales within established quality guidelines and SLAs.
Monitors and escalates issues related to inventory/stock.
Adheres to standard team procedures.
Coordinates projects or activities with teams and departments within the Technology and Integration Distribution Center (TIDC) when dealing with sales, testing, and production orders.
Acts as the initial point of contact and liaison for customers or between TIDC and other departments.
Monitors reports to ensure orders are processed promptly and manages any delays effectively.
Creates and updates process and procedure documentation (SOPs & Job Aids) as assigned.
Schedules and attends internal and external customer meetings.
Stays informed about client project changes and updates.
Gains familiarity with each client and their respective services and SLAs.
When proficient, may assist in providing internal team support and training to other team members.
Performs all other duties or special projects as assigned.
Recommends ideas for process/continual improvement opportunities.