Customer Service Coordinator - Remote

Jobs via Dice; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

A leading company is seeking a Customer Service Coordinator to manage end-to-end planning and customer communications in a dynamic environment. This remote position requires expertise in customer care, proficiency in SAP and MS Office, and strong organizational skills. The ideal candidate will navigate complex customer interactions and support service events efficiently, contributing to the overall success of the business.

Qualifications

• A couple of years in customer care experience.
• Strong communication skills, both verbal and written.
• Knowledge of SAP preferred but not required.

Responsibilities

• Own the E2E planning for the allocation and deployment of field resources.
• Manage customer communications E2E for all service events.
• Ensure delivery of customer commitments while optimizing field resources.

Skills

Critical thinking

Communication

Active listening

Conflict resolution

Empathy

Education

Bachelor's degree or equivalent experience

Tools

MS Office

SAP

Magellan Genesis phone system

Job description

Title: Customer Service Coordinator - Remote

Mandatory skills:

customer care,
Excel, SAP, Magellan Genesis phone system,
MS Office software, Word, PowerPoint, Excel, Outlook,
SAP,
promote change management,
Customer facing,
medical device, healthcare,
E2E planning, service events, scheduling appointments,
field resources, field management, capacity planning

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:
A Bachelor s degree or equivalent experience.
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
Strong organizational and time management skills with exceptional attention to detail is required
Ability to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrity
Self-starter, self-motivated, high level of initiative, embraces an ownership culture
Customer facing experience is preferred
Experience in medical device or healthcare environment preferred
Reliable Internet capabilities required
15% Travel annually for continuous training & education

Experience Requirements:
A couple of years in customer care experience
Preferred: BA degree, conflict management skills, ability to handle difficult conversations
Proficiency in Excel, SAP, and Magellan Genesis phone system

Must-Have Skills:
Critical thinking
Active listening
Communication, clear and proficiently in English.
Empathy and understanding of customer needs
Conflict resolution

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

• Position Id: GDNCCS24

About VIVA USA INC

VIVA is an Information Technology Management and Consulting services company with offices in the US and India.

Formed by some of the industry's most experienced and knowledgeable people, VIVA is growing to be one of the best-managed consulting companies in the world. VIVA has established itself as a reliable supplier of IT services. We specialize in IT staff augmentation, On-site and Off-site IT consulting, Turnkey Project Outsourcing, and eBusiness Solutions. Our software professionals have successfully worked on many on-site and off-site IT consulting engagements across the US.

Our business focus includes areas of on-site, off-site and offshore information technology consulting services and software development.

The software development centers in our corporate office at Rolling Meadows, IL and at Chennai, India are well equipped to undertake software development, maintenance and conversion activities.

VIVA has associated itself with leading software vendors such as Microsoft, Rational and COGNOS. VIVA is a Rational Unified Partner, a Microsoft Certified Solution Provider and a COGNOS premier partner.