Project Support Coordinator

• 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.

• 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.

• 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.

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