Client Experience Project Administrator - Ent

Responsibilities

• Refers only exceptional problems and issues for management review or approval.
• Serves as a liaison between Enterprise Sales Teams, clients, partners, and project managers.
• Maintains updates on timelines and project statuses and prepares any reporting required by the client.
• Demonstrates agility and flexibility to coordinate all efforts as needed for last-minute product or delivery changes while keeping the client, sales team, and all necessary personnel updated on the status.
• Serves as direct contact between partner, PM, PMO office, Sales, Sales Operations, and clients to coordinate all business requirements - orders, SLAs, projects, reports, pre and post account management, communication.
• Manages inquiries and escalations.
• Works with Project Manager and Client Experience stocking team to manage product needs, availability, and delivery.
• Manages all aspects of the product delivery including tracking, scheduling deliveries, and managing returns back to partner warehouse.
• Directly engages, schedules, and follows up with service partners for project work.
• Manages RMA and DOA products and coordinates order fulfillment for replacements.
• Validates the data and coordinates delivery of all required client reports.
• Prepares reporting by validating key data points; coordinates delivery of all required client reports.
• Provides daily shipping report for tracking, serial numbers, and asset tags as applicable.
• Provides weekly inventory report with totals in the partner warehouse with details on status of product.
• Works with Enterprise Sales team and distribution partner on order fulfillment and status updates for all client orders in configuration lab or at a distribution partner.
• Works with TIDC team and Product Management team on order fulfillment and status updates for all customer orders in configuration lab or at a distribution partner.
• Requests SKU creation and enters orders for spare parts as needed.
• Arranges delivery requirements as specified in project documents and addresses delivery issues.
• Works with Sales team to problem-solve scheduling conflicts.
• Participates in customer conference calls to define services and schedules.
• Ensures project coordination teams are keeping all parties informed of status of current projects.
• Provides management with input regarding improvement opportunities.

Qualifications

• Associate's Degree or the equivalent combination of education and work experience.
• Minimum 9 years of total work experience to qualify for role.
• Total 11 years of work experience to be fully proficient.
• Intermediate to advanced Excel skills with ability to create charts, subtotals, pivot tables, etc.
• Working knowledge of Traxx/MarkITPlace enterprise system with ability to maintain orders and read ETA dates from vendors required.
• Intermediate to advanced working knowledge of Microsoft Office suite (Outlook, Word, Access, PowerPoint, etc.).
• Understanding of the lifecycle of a customer order with some order processing experience.
• Knowledge of Enterprise sales organization and sales process.
• Understanding of Supply Chain Management process.
• Demonstrated knowledge of the project coordination process, including a clear understanding of the role played by each team.
• Organized with ability to multitask with competing priorities and deadlines.
• Excellent communication skills with ability to converse in a professional manner with customers, ask difficult questions that are critical to project success, and question answers provided by production resources.
• Detail oriented with ability to drill down several layers to get the core issues.
• Flexible in adapting to changing conditions and priorities.
• Reliable with ability to perform the duties of the role in the time required.
• Strong skills to anticipate and manage customer expectations by gathering information and executing in a rapid growing, fast-paced environment, this includes pre-sales, during the sale process, and post-sale activities.
• Learning agility to increase knowledge in all areas needed to be successful in this role.
• Ability to document procedures and train others.
• Consistently presents Connection in a positive professional manner to our customers.