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Service Project Coordinator

Function: Administration
Location: , Mississauga, ON CA
Date posted: 2/5/2018 9:05:19 AM
Type: Full-time
Permanent / Contract: Regular
Job number: 1039300
Description
PURPOSE OF JOB

This role will be responsible for the successful scheduling, tracking, and implementation of customer projects supporting key customer deliverables to the highest customer satisfaction, while driving Cost, Quality, and Timeliness.
The service order coordinator will improve profitability and customer satisfaction by supporting large and complex Rollout & Implementation projects.
 
PRIMARY DUTIES AND RESPONSIBILITIES 
  • Provide a high level of service and Installation project management while acting as the primary lead between pro category service partners, sales and our customers to develop growth opportunities.

  • Work with sales and leadership team on compliance to service agreements.

  • Present ideas that could change procedures with the result of reducing the response time and creating efficiency that are repeatable throughout each region.

  • Liaise with Sales, Customers, Implementation Project leads, Vendors and Contracted Third Parties to schedule installations of Pro category Products and Services.(Not limited to Dispensers, MPS, Leasing, Training, IT Services).

  • Provide direct resolutions to customers inquiries or when an immediate action to a service project is required.

  • Manage compliance of installation costs, timelines with vendors and implementation leads to ensure the job is done in a timely manner and at the appropriate cost.

  • Work with the Customer project team to provide job status updates via email, SFDC and phone.

  • Measure SLA attainment by 3rd party vendors and reports to merchandising any failures or negative customer experiences.

  • Maintain living document of all customer installed services, inclusive of any MADC ( modify/ add/ delete/change) process’ and store within SFDC customer record.

  • Invoice management of MPS and Service Programs.


Qualifications
  • College or Bachelor’s degree in a business discipline, or in a related field.
  • Experience in MPS or Installations/Services Program coordination.
  • Proven work history in delivering superior customer satisfaction required.
  • Excellent communication skills, spoken and written.
  • Proficient use of MS Outlook, MS Word, MS Excel, MS PowerPoint, and MS Project.
  • Demonstrate working knowledge of project management processes and costing.
  • Ability to learn quickly and function with minimum supervision.
  • Ability to organize work load in order of importance within task list.
ABOUT US


Staples Business Advantage is the leading business supplier in Canada, providing customers with a complete assortment of products and services, including office supplies, technology products, facility solutions, furniture, and business services. As the business-to-business division of Staples, Staples Business Advantage works with companies of 20 or more employees to develop customized programs and to provide dedicated account management to meet the needs of any business. Staples Business Advantage Canada is headquartered in Mississauga, Ontario with eight distribution centres across Canada. The company employs over 1,500 associates and leverages over 170 delivery vehicles. Staples Business Advantage works in partnership with the Staples Business Advantage Contract division in the US and internationally to provide common programs for our international customer base.


Staples Business Advantage provides many advantages for all business sizes: a customizable online ordering system, excellent customer care, easy-to-browse catalogues, next day delivery capabilities and a dedicated sales organization to meet the needs of every type of business.


Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship. If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537.


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