Project Support Coordinator - PCC

Overview

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique-what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection-plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

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.

Working under the supervision of the Team Leader-CX and in conjunction with the Sr. Project Support Coordinator, the Project Support Coordinator will primarily be responsible for coordinating, partnering, and collaborating with various teams and departments handling multiple projects. This includes monitoring and addressing requests and orders received as incidents, cases, or other forms of inquiries, and escalating requests based on training and process expertise. The position demands meeting set quality expectations and focusing on achieving the SLAs to positively impact the customer experience. The Project Support Coordinator will serve as the first point of contact for requests received from customers in the form of incidents, and or internal issues reported by the Sales and Services team in the form of cases. Acting as the primary liaison between clients, management, and the Sales and Services team, the Project Support Coordinator ensures the timely and successful application of services across all categories of customer orders, from initiation to production.

Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.

Responsibilities

Primary job duties:

• Monitors incident/case queues and addresses requests received in accordance with SLAs.• Handles incidents/cases following the 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.

Attendance:

Employees are required to be fully onsite at the approved work location to perform the functions of this position.

Min

Max

Qualifications

Required competencies:

• Excellent verbal and written communication skills.
• Intermediate Microsoft Office/O365 skills in Outlook, Word, PowerPoint, OneNote, and MS Teams, which are essential for primary communication, creating documentation, presentations, organizing data, and handling internal and external communication via chats.
• 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.

Additional preferred competencies or preferred qualifications, if any:

• 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.

This role is in a standard indoor office or similar workspace which meets general office safety and ergonomic requirements. A standard indoor office has moderate noise levels with exposure to fluorescent or other lighting, computer monitors, forced air and occasional odors.Individuals require the ability to sit most of the day with some standing, bending, lifting, or reaching on occasion. Lifting only up to five pounds. The employee may be required to walk, primarily on a level surface, for short periods throughout the day.Fine motor skills are used to operate a computer keyboard, mobile phone and/or other such device. Computer keyboard usage may be heavy during the workday. Near visual acuity and mental focus needed for working potentially long hours looking at a computer screen or monitor(s).

Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a “live person".