Customer Service Coordinator

Comrise; Cary (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

Comrise, Cary, NC, seeks a role involving coordinating diverse stakeholders across global lines to ensure on-time delivery of customer commitments. You will own E2E planning for field resources in a dynamic environment.

You will manage communications, prioritize activities, and influence field management to optimize utilization and meet cyclic demand with strong problem-solving.

Qualifications

• Proficient in MS Office (Word/PowerPoint/Excel/Outlook) and data handling.
• SAP knowledge is preferred but not required.
• Strong verbal and written communication with customers and partners.
• Ability to support complex projects and identify critical paths.
• Ability to handle complex, ill-defined issues independently.

Responsibilities

• Own end-to-end planning for allocation and deployment of field resources.
• Apply critical thinking to ensure delivery of customer commitments while optimizing resource utilization.
• Own customer communications end-to-end for all service events.
• Navigate complex discussions with customers when scheduling appointments.
• Manage prioritization logic that aligns with customer commitments.
• Own deployment of field resources; act as decision maker coordinating with field management.
• Manage capacity planning to meet cyclical demand.
• Use problem-solving to reprioritize activities and resources in a dynamic environment.

Skills

MS Office

SAP

Communication

Critical thinking

Project support

Tools

Excel

Job description

This position requires engaging with a diverse multinational audience, including global business lines, country business areas, external customers, field management team, Customer Care Center, Education Services, CSML, Finance, Services Marketing, Customer Administration, Business Process Engineering (Quality), and Regulatory Affairs. Building strong working relationships with these key stakeholders is critical for success in this role.

Your role:

• You own the E2E planning for the allocation and deployment of field resources in a highly dynamic environment.
• You apply critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources.
• You own customer communications E2E for all service events.
• You navigate complex discussions with customers when scheduling appointments.
• You manage and apply prioritization logic that aligns with customer commitments.
• You own the deployment of field resources; is the decision maker, coordinates with field management displaying strong influencing & collaborative skills.
• You manage capacity planning to meet cyclical demand ensuring delivery of customer commitments.
• You utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment.

Your expertise:

• Good PC skills (MS Office software like Word, PowerPoint, Excel and Outlook)
• Knowledge of SAP is preferred but not required
• Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences
• Ability to support complex projects and determine the critical path to improve timely performance is essential
• Ability to independently perform important areas of standard professional level work that typically requires processing and interpreting more complex, less clearly defined issues