Project Support Coordinator - PCC

Connection•Wilmington, OH

6d•$20 - $26•Onsite

About The Position

The Project Support Coordinator works under the supervision of the Team Leader-CX and in conjunction with the Sr. Project Support Coordinator. The role coordinates and collaborates with teams and departments on multiple projects, monitors requests and orders submitted as incidents, cases, or other inquiries, and escalates requests according to training and process expertise. The coordinator is expected to meet quality standards and service-level agreements (SLAs) to support a positive customer experience. Serving as the first point of contact for customer incidents and internal cases reported by the Sales and Services team, the coordinator acts as a liaison among clients, management, and the Sales and Services team. The role supports the timely and successful application of services across customer orders, from initiation through production. Where applicable, the position ensures departmental processes comply with relevant Sarbanes-Oxley controls. The position is fully onsite at the approved work location. It is performed in a standard indoor office or similar workspace with general office safety and ergonomic conditions. The work involves extensive computer use and primarily sitting, with occasional standing, bending, lifting, reaching, and short periods of walking. Lifting is limited to five pounds.

Requirements

Excellent verbal and written communication skills.
Intermediate Microsoft Office/O365 skills in Outlook, Word, PowerPoint, OneNote, and MS Teams.
Intermediate Microsoft Excel skills, including formulas such as VLOOKUP and XLOOKUP and basic pivot tables.
Data-entry accuracy of 99% and typing speed of at least 40 words per minute.
Basic to intermediate computer knowledge to use software applications and troubleshoot basic computer issues.
Basic knowledge of Supply Chain Management.
General working knowledge of tools used to create Service Work Orders (SWO) and change control.
Basic understanding of the order-processing lifecycle and inventory management.
Attention to detail when composing, entering, and proofreading professional business materials.
Customer-service orientation and ability to research queries and escalations and provide efficient, prompt solutions.
Basic understanding of quality requirements for accurately handling internal and external requests.
Ability to own a request or issue from initial handling through successful resolution.
Problem-solving skills, including the ability to visualize a situation and think abstractly.
Good listening skills and ability to fully receive and understand information.
Ability to de-escalate situations through empathy, active listening, and emotional intelligence.
Creativity and ability to develop innovative solutions or recommend process improvements.
Sound judgment and ability to formulate opinions, compare options, and make decisions.
Interpersonal skills to work effectively with all organizational levels, with a friendly and helpful manner.
Authorization to work for any employer in the United States; the employer is unable to sponsor or take over sponsorship of an employment visa.

Nice To Haves

Experience or prior knowledge of CRM, ERP, incident-management, or case-management applications.
Fundamental understanding of sales organizations and processes.
Basic to intermediate analytical skills and ability to understand and independently execute intermediate to complex instructions.
Basic to intermediate organizational and time-management skills for multitasking, continuous learning, adapting to change, implementing changes accurately, and understanding priorities.
Basic comprehension of SLO/SLA requirements, contracted daily cut-off times, and end-of-month and quarter deadlines.
Attention to detail and ability to investigate issues and ideally perform root cause analysis (RCA).
Learning agility to build knowledge and expertise across areas and advance within the role and organization.
Ability to represent Connection positively and professionally to customers while delivering a World Class Customer Experience.

Responsibilities

Monitor incident and case queues and address requests in accordance with SLAs.
Handle incidents and cases using established standard operating procedures while maintaining quality.
Manage order processing according to standard operating procedures and quality requirements.
Handle sales cases and support requests within established quality guidelines and SLAs.
Monitor and escalate inventory and stock-related issues.
Adhere to standard team procedures.
Coordinate projects and activities with teams and departments within the Technology and Integration Distribution Center (TIDC) for sales, testing, and production orders.
Serve as the initial point of contact and liaison for customers and between TIDC and other departments.
Monitor reports to ensure orders are processed promptly and manage delays effectively.
Create and update process and procedure documentation, including SOPs and Job Aids, as assigned.
Schedule and attend internal and external customer meetings.
Stay informed about client project changes and updates.
Become familiar with each client, their services, and their SLAs.
When proficient, assist with internal team support and training for other team members.
Perform other assigned duties and special projects.
Recommend process and continuous-improvement opportunities.