This job has expired, please see additional jobs below
Delivery Support Coordinator
Deluxe Entertainment
Wilmington, OH, United States
Job Details - this job has expired, please see similar jobs below
Burbank, California-based Deluxe Entertainment Services Group, a wholly-owned subsidiary of MacAndrews & Forbes Holdings Inc., is the leading provider of a broad range of entertainment industry services and technologies. We offer complete film and digital solutions for production, post-production, major studio and independent theatrical release, broadcast, home entertainment, archiving and asset management. Deluxe operates facilities in major film, video and digital production markets around the world.
BASIC PURPOSE OF THE JOB
The Delivery Support Coordinator is in place to ensure timely delivery and return of all Technicolor Digital Cinema shipments and all other transportation work assigned from other departments and/or business units. They work professionally with internal customers and external couriers to move shipments. They obtain tracking updates and provide communication to all required business units and third party customers on a regular basis. They also provide support to the other Customer Solutions Teams as required.
KEY DELIVERABLES – Describes the expectations of the role
• Possess thorough understanding and working knowledge of the main systems used daily; 8x8 Phone systems, AS400/JBA, Microsoft Office (Outlook, Calendar, Word, Excel, Sharepoint) Shipping Courier Systems (FedEx, UPS, DHL SameDay, DHL International), Alert, TDC Reporting Services, Exhibitor and Studio Portals, Reel Time Booking System, Filemaker, Mercury Gate, FLICS, Kracken, and other web based programs used to perform job daily.
• Provide timely accurate, professional and responsive support, verbally and via email, to internal and external customer/clients to resolve all issues reported and take proactive steps to prevent the conflict/problem from reoccurring.
• Provide accurate hand off to the oncoming Delivery Support associates regarding hot issues. The information must be clear and concise with any additional details highlighted in notes in order and/or incident.
• Responsible for updating and reporting problems that rise with distressed key and or content orders by communicating via creating or updating incidents and email advisements. This involves problem solving through precise documentation and effective follow up.
• Work directly with UPS, FEDEX, and other Courier Call Center Employees to ensure all shipments are delivered as scheduled.
• Ability to generate required reports from the Deluxe systems as well as read and interpret information.
• Monitor outbound, returning or replacement content orders with courier tracking systems for appropriate scans.
• Must be proficient in handling shipments returning to Deluxe, claims, HRF’s and other Delivery Support functions. Must be able to complete basic Order Support functions as well.
• Communicate problems and solutions for any distressed shipment. Must have ability to make sound judgment when dealing with exceptions, distressed shipments and must have the skill to determine action to be taken that is appropriate for the situation; must be able to prioritize instantly to prevent miss-outs.
• Must be proficient in handling all Technicolor Home Entertainment (HES) tasks including TL (truckload) and LTL (Less than truckload) tracking and reporting for Technicolor Global Logistics.
• Provide feedback and suggestions to management for improved customer satisfaction, process improvements and system enhancements.
• Provide call support for all inbound Delivery Support calls and assist with inbound/outbound calls for Customer Solutions as needed.
LEADERSHIP AND INFLUENCE – Describes the impact this role has on the company and the business in terms of organization strategy, work methods, decision making and results
• Maintain a high level of confidentiality of Deluxe and customer/client sensitive information
• Must be organized, reliable, conscientious, flexible, and skilled at multi-tasking, work effectively under pressure and possess strong organizational and interpersonal skills.
• Must demonstrate positive attitude, able to handle self professionally in a high stress situation, project self as a team player.
• Must have the ability to accept and manage change and provide process improvement, cost saving and customer satisfaction suggestions.
• Possess strong decision making and problem solving skills.
BUSINESS ACUME/EXPERTISE/COMPENTENCIES – Describe the professional experiences, educational background, knowledge, and behavior required to fulfill the role responsibilities
• Minimum of a High School Diploma or equivalent. Associate degree or above preferred. Work related experience would be considered.
• Experience using standard MS Office Suite (Word, Excel, and Outlook) required. Candidate must type a minimum typing speed of 40 words per minute and be capable of operating office equipment.
• Excellent verbal and written communication skills are needed in order to communicate effectively to all levels of the organization as well as internal and external customers.
• Must be detail oriented, self-motivated, possess good problem solving skills, ability to multi task in deadline driven environment and work with minimal supervision.
• Strong customer service skills focused on problem solving and customer satisfaction
• Experience with incident management systems and web-based applications required.
• Knowledge of military time, time zones, and state abbreviations preferred.
• Bilingual or multilingual would be a plus, but not required.
ESSENTIAL FUNCTIONS AND OTHER INFORMATION TO CONSIDER
Physical Requirements:
• Ability to sit for an extended period of time up to an entire shift.
• Ability to occasionally lift or transfer up to 25 pounds.
• Ability to view computer screen for an extended period of time up to an entire shift.
Language Skills:
• Ability to read and interpret documents, routine reports and correspondences.
• Ability to speak clearly and professionally.
• Ability to create written communication for co-workers, management, and customers.
Environmental Considerations:
• Ability to multi-task effectively around distractions and medium noise levels created by multiple conversations at the same time in a high stress, fast paced call center environment.
• Working indoors in air conditioned call center without access to see outside.
• Be present for assigned work shift, but be flexible to shift changes as required to support our customer base as it relates to high volume peak periods including week-ends and holidays.
• Ability to professionally greet visitors and use proper phone etiquette when answering phones.
• Ability to have a clean and organized workstation that can be shared by other team members if needed.