Job Description

Official Timings : 8:00 PM - 5:00 AM

As a Customer Support Coordinator for Logistics and Integrations services, you will work with the team on administrative needs such as order entry, order management & follow up, relay information between our labs, warehouses to internal stakeholders. You will also work with Sales and CAMs on order status, updates, and changes, with the purchasing team to expedite product status, and with vendors and suppliers on PO status and shipping schedules. We will need you to assist project team with administrative tasks as required and should become an expert in AX and CRM.  The Coordinator will respond to cases with measurable SLAs for response time.  Also, enter information in our Tenrox time entry tool as needed.  The Coordinator maintains information on our SharePoint site and maintains excel spreadsheets to track customer equipment that is repaired by our Depot Repairs team or managed by our Spare In The Air program. 

Key Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Coordinator is primarily responsible for:

• Generate customer internal reports for managing day to day work and as needed
• Evaluate issues and assist with providing viable solutions
• Generate internal and customer facing reports
• Coordinate processes across departments in support of managed services programs
• Set priorities for all incoming projects and maintenance efforts
• Communicate tasks to team members and track status as appropriate
• Evaluate issues, problems and comments in CRM cases assigned to our team
• Communicate with users and management regarding problem resolution status
• Track and prioritize open action items
• Enter time entries in Tenrox tool for project work performed by Integration and Logistics resources
• Review and report on daily warehouse open orders – collaborate with Integrations and Operations staff on order status. Provide weekly summary of expected shipping reports
• Compile and provide analysis for discrepancy reporting related to order rollbacks.
• Process order rollback and order modifications per CRM requests
• Manage CRM opportunities and triage requests with department owners.
• Maintain spreadsheets to track Depot programs equipment to and from our repairs dept.
• Timely reviews and reporting on activity statuses
• Obtain feedback from team members
• Use input and self-observations to improve processes and reporting on an on-going basis

Required Skills