Site Operations Coordinator is an individual contributor role, and works onsite or remote, supporting the customer’s day-to-day output environment needs. Works closely with customer contacts, customer’s end user community, and Client Global Services resources to fulfill Service Level Agreements (SLA’s).

ROLES AND RESPONSIBILITIES:

Work to create and implement specific operations practices including:

Customer Service

• Provide interface between end-users, to improve/maintain customer satisfaction.
• Process approved orders in a timely manner
• Primary point of contact with the customer for daily orders status
• Respond timely to customer requests and inquiries.
• Actively monitor client support inbox and provide answers or transfer to appropriate department for further support.
• Proactively provide end users with updates to orders and requests
• Provide technical information in layman’s terms.

Data Entry

• Complete assigned Data Entry tasks within SLA requirements
• Maintain accurate database of orders.
• Maintain accurate database of contacts.
• Update asset database entries
• Be able to understand and manipulate complex object-oriented databases.

Reporting

• Complete assigned Reporting tasks within SLA requirements
• Compile asset level reporting
• Compile and maintain order input reporting.
• Compile and maintain order tracking reporting.
• Compile and maintain Return Merchandise Approval (RMA) reporting.

Administrative

• Complete assigned administrative tasks within SLA requirements
• Identify areas to improve and streamline delivery and order process.
• Seek out & implement approaches to improve customer satisfaction.
• Research order status, following escalating order priority as necessary.
• Create Return Merchandise Approval (RMA) Requests for approved requests.
• Share and follow-up RMA status with client end users.
• Invoice orders within SLA requirements