Service Delivery Support Coordinator

RS Group•Richland Hills, TX

7d•Hybrid

About The Position

The Service Delivery Support Coordinator supports operational execution across RS Group’s Solutions & Services team. The role works with Supply Chain, Custom Order and Technical Solutions Centers, Sales, Customer Success, and Business Development, coordinating information and processes that support service delivery to internal and external customers and stakeholders. It manages internal systems and day-to-day activities to promote consistency, reliability, and transparency throughout the solutions lifecycle. The role is suited to someone who thrives in a task-driven, collaborative, fast-paced environment.

Requirements

1–3 years of experience in service delivery, operations support, supply chain coordination, customer support, or a related administrative role.
Proficiency with ticketing or workflow management systems, including user roles, permissions, dashboards, and ticket workflows.
Familiarity with CRM tools and ERP systems.
Excellent written and verbal communication skills, with the ability to communicate clearly with internal and external stakeholders.
Strong attention to detail and ability to complete daily tasks independently.
Extensive experience with Microsoft 365 tools, including SharePoint, Teams, Excel, and Outlook.
Ability to collaborate across departments and build productive working relationships.

Nice To Haves

ServiceNow experience is strongly preferred.
SalesForce experience is preferred.
SAP experience is ideal.
Experience working with front-end sales and back-office operations teams.
Understanding of MRO, industrial distribution, or a similar industry.
Familiarity with BOM creation, material setup, or product lifecycle workflows.
Exposure to eProcurement systems, punchout catalogs, and/or vendor portals.
Operational familiarity with EDI technology.
Willingness to grow into broader solution ownership and customer-facing responsibilities.

Responsibilities

Work with internal supply chain teams and external manufacturers to resolve part shortages, expedite requests, and fulfillment challenges.
Communicate part availability updates and order status to internal stakeholders.
Provide shipment tracking information to internal sales teams after orders are fulfilled through the COSC or an external partner, and ensure orders are billed.
Own and execute material/BOM creation on behalf of the CSM team.
Process Custom Order reorders, confirming pricing and order details are accurate and current.
Capture and maintain SPA pricing agreement data and report it to Supply Chain in a timely manner.
Administer the capacity planning tool and ensure SalesForce opportunities are logged.
Oversee the eProcurement administrative inbox and route inquiries; ensure eProcurement relationship requests are logged in SalesForce.
Troubleshoot and resolve failed punchout orders.
Monitor punchout parked orders and verify timely processing.
Manage eProcurement exceptions and ensure sold-to’s are added to the approved customer database.
Coordinate with internal and external EDI partners, including SPS Commerce, to onboard customer integrations.
Process third-party partner marketplace purchase orders according to internal policies and procedures.
Generate API keys and provide customers with post-deployment support as needed.
Administer and maintain the eProcurement customer database.
Administer ServiceNow, maintaining user roles, permissions, and dashboards.
Own incoming ServiceNow tickets and ensure responses and resolutions align with established SLAs.
Streamline ServiceNow ticket intake and escalate incidents as required.
Manage portal onboarding requests submitted through ServiceNow, including internal review, password management, and reporting metrics.
Oversee static catalog requests and maintain catalogs across internal and external customer platforms, ensuring accuracy, consistency, and timely updates.
Support maintenance of internal Solutions & Services SharePoint pages and Teams channels, ensuring content is accurate and accessible.
Perform additional tasks and responsibilities assigned by the management team.