Service Delivery Coordinator
1 month ago
Job Summary
This role is responsible for handling customer communications and stakeholder interactions, addressing service-related requests, and supporting service escalations. The ideal candidate will have experience in service coordination, customer service, and project administration.
Key Responsibilities
- Act as primary point of contact for customer inquiries, orders, and complaints, ensuring timely and satisfactory resolution.
- Update product catalogues, onboard customers into SNOW, and collaborate with the transition team to comprehend process mapping.
- Execute and coordinate order management processes from forecasting to invoicing.
- Manage the deployment of Lenovo devices and 3rd party products between partners and customers.
- Coordinate the collection of unused machines from customer premises and monitor inventory levels.
- Perform device and accessory asset management, set up tracking for SLA monitoring, and prepare monthly billing files.
- Maintain and provide data for internal and external reports, build solid working relationships with partners, and actively participate in UAT enhancement testing.
- Develop and maintain a thorough understanding of Lenovo's products and services, ensuring accurate information is provided to customers.
- Coordinate with vendors or other departments to resolve customer incidents, ensuring high-quality customer service.
Requirements
- Minimum 3 years' experience in service coordination, ideally in an IT services environment.
- Proven customer service experience, customer-oriented.
- Strong communication skills, active listening, and ability to interact with clients as necessary.
- Organized and analytical, with prior project management experience and skills in project administration.
- Ability to work under minimum supervision, as a team player, and ensure good communication across multiple teams.
- Familiarity with CRM systems, ticketing tools, and account operations.
- Ability to multi-task, prioritize, and manage time effectively to meet deadlines.
- English fluency, both written and spoken.
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