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Service Delivery Coordinator II
Entertainment & Media Industry Company
Columbus, OH, United States
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Responsible for coordinating and project managing customer requested orders as well as internal network orders to ensure timely delivery of services. This position would be communicating directly with customers, sales staff, outside vendors, and internal back-office departments to ensure that all milestones across multiple groups are completed within their interval or as quickly as possible. This position requires a high level of self-motivation and initiative with little supervision.
ESSENTIAL FUNCTIONS OF THE JOB, BUT NOT LIMITED TO:
· Review all customer orders for accuracy and acquire correct or missing information as necessary
· Manage orders via the current method of tracking within the department or division
· Interface with other teams to negotiate due dates and help resolve issues and roadblocks
· Proactively communicate with customers regularly via e-mail or phone
· Act as an escalation point to drive issues to resolution both inside the company and with vendors/contractors as necessary
· Acquire price quotes from outside vendors and other divisions for the sales team
· Manage interdivisional orders
· Analyze multiple quotes for same service to determine best offer
· Negotiate terms and pricing with outside vendors and other divisions
· Initiate bill start dates in the billing system once orders are completed
· Enter and track internal network orders to ensure they are installed in a timely manner
· Conduct conference calls and meetings with internal and external customers.
· Comply and enforce all policies/ procedures/ standards associated with department policy.
· Initiate and track outside vendor orders
· Recognize, practice and enforce safety rules and procedures.
· All other aspects conducive to ensuring “Total Customer Satisfaction”.
· Represent Time Warner Business Solutions in a professional manner at all times.
· Other duties as assigned.
NECESSARY OR REQUIRED
SKILLS: Education:
College degree and/or minimum 1-3 years experience in telecommunications preferred Special Skills/ Knowledge/ Abilities: (experience with, but not limited to) Ability to manage multiple activities. Able to work independently with little supervision Strong written & verbal communication skills Project management experience required Negotiate terms and pricing with vendors Provisioning experience preferred Understanding of telecommunication terms and acronyms Good knowledge of: Microsoft OS Internet Browsers (Explorer, Netscape) Internet mail & news readers Proficient in the use of the Microsoft Office suite of products and specifically strong with MS Word, MS Excel and MS Power Point. Should have experience creating and modifying Power Point Presentations, creating Excel spreadsheets and creating and formatting MS Word documents. Should have good writing skills for editing and creating documents. General knowledge of: Telecommunications standard provisioning processes Previous experience in direct customer communication
Dimensions:
Adaptability Excellent verbal & written communication skills Excellent Customer Service skills Ability to work in a team environment Initiative Analytical High integrity Physical Requirements: Typing and reading a computer.