Coordinator, Customer Service Delivery - Order Management

Equinix Asia Pacific; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in digital infrastructure is looking for a Coordinator for Customer Service Delivery focused on Order Management. The role involves optimizing order processes and fostering cross-functional collaboration to elevate customer satisfaction. Ideal candidates will have experience in customer service and a proactive approach to problem-solving in a fast-paced environment.

Qualifications

• 1+ years in customer service, order management, or business process management roles.

Responsibilities

• Validate, configure, modify, and cancel orders while surpassing service objectives.
• Identify inefficiencies in workflows and lead improvements.
• Collaborate with teams to enhance service delivery.

Skills

Proactiveness

Initiative

Collaboration

Process Improvement Focus

Tools

Siebel/CRM systems

Job description

Who are we?

Equinix is the world’s digital infrastructure company, operating over 260data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.

A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions.We embrace diversity in thought and contribution and are committed to providingan equitable work environment that is foundational to our core values as a company and is vital to our success.

We are seeking a dynamic and proactive Coordinator, Customer Service Delivery - Order Management to support ourglobal operationwith primary focusAPAC in-country teams in optimizing order fulfillment processes . This role is critical in driving proactive solutions to eliminate bottlenecks in the order-to-billing lifecycle, spearheading process enhancements, and fostering seamless collaboration with cross-functional teams. The ideal candidate will anticipate operational challenges and champion innovative, customer-centric solutions to elevate efficiency and satisfaction in a fast-paced tech environment.

Responsibilities

• Proactive Order Management: Validate, configure,modify, and cancel orders and service requests, surpassing Service Level Objectives (SLOs) by proactively identifying risks and ensure compliance with product policies.

• Process Optimization & Innovation: Identify inefficiencies in order management workflows, propose and lead improvements (e.g., reducing cycle times), and drive adoption of best practices.

• Cross-Functional Partnership: Collaborate with sales, operations, and technical teams to resolve transaction issues and lead small-scale projects to enhance service delivery and customer experience.

• Accuracy & Compliance: Ensure meticulous accuracy in order configurations and documentation, adhering strictly to product policies and governance standards to minimize errors and rework.

Qualifications

• Experience: 1+ years in customer service, order management, or business process management roles.

Key Behaviors:

• Proactiveness: Anticipates issues and drives preemptive solutions to maintain operational flow.

• Initiative: Identifies and leads opportunities for process enhancements with measurable outcomes.

• Process Improvement Focus: Passionate about optimizing workflows and enhancing customer outcomes.

• Collaboration: Builds strong partnerships across teams to achieve shared objectives in a global setting.

• Technical Skills: Familiarity with Siebel/CRM systems is a plus.