Project Support Coordinator - PCC

Connection; Wilmington (OH); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Free mental health resources

Generous paid time off

Wellness and meditation tools

Job summary

Connection is seeking a detail-oriented Project Support Coordinator in the United States to coordinate, partner, and collaborate with cross-functional teams on multiple projects. You will monitor requests, incidents, and cases, escalate when needed, and ensure timely application of services across orders from initiation to production.

The role emphasizes meeting SLAs, high-quality documentation, and strong communication.

Qualifications

• Excellent verbal and written communication skills.
• Intermediate Microsoft Office/O365 skills (Outlook, Word, PowerPoint, OneNote, MS Teams).
• Intermediate Excel skills with common formulas.
• Data entry with high accuracy and fast typing.
• Basic to intermediate knowledge of Supply Chain Management.
• General knowledge of ERP/CRM tools is a plus.
• Ability to manage incidents/cases and meet SLAs.

Responsibilities

• Monitor incident/case queues and address requests per SLAs.
• Handle incidents/cases following SOPs to maintain quality.
• Manage order processing and related activities per SOPs.
• Handle cases and requests from sales within quality guidelines and SLAs.
• Monitor and escalate inventory/stock issues.
• Coordinate projects with teams and departments during orders.
• Act as primary liaison for customers and internal teams.
• Ensure timely processing of orders and address delays.
• Create and update SOPs and job aids.
• Schedule and attend internal and external customer meetings.
• Stay informed about client project changes and updates.
• Learn about each client’s services and SLAs.
• Assist in internal team support and training when proficient.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Attention to detail

Time management

Multitasking

Empathy

Active listening

De-escalation

Tools

Outlook

Word

PowerPoint

OneNote

MS Teams

Excel

Job description

Introduction

You’re a multitasker, capable of moving a mile a minute and keeping everyone else on track. There’s an art and a science to a well-organized calendar—and nothing makes you happier than an empty inbox.

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

• 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.

Requirements

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.