SCHEDULE: Monday - Friday, 11:00PM - 7:00AM (subject to change based on business needs)
MAIN DUTIES/RESPONSIBILITIES:
- Actively manage and report on the progress of each order that is taking place each evening; communicating and documenting the progress both internally and externally as required.
- Manage order escalations and provide support to both clients and field teams in accordance with department guidelines.
- Manage the order entry and completion procedures in operating platforms with respect to both internal and external requirements.
- Respond to bid requests, recognize cost of services, adhere to margin guidance, negotiate with clients when necessary and assign appropriate pricing as required.
- Prioritize, schedule as needed and communicate order requirements with approved service providers in accordance with the scope of work and customer expectations.
- Manage external resources for proper execution of all services requested with reference to time parameters, technical procedures, customer service and pricing.
- Maintain a professional relationship with clients and service providers through efficient communication and development of a general understanding of services offered.
- Participate in projects, programs, training, and action plans to meet department goals.
- Understand and adhere to standard operating procedures.
- Perform data management, update internal/external systems and quality control tasks.
- Assist in the preparation of client business review presentations.
- Ensure proper use of field applications on all orders.
- Perform other duties and projects as assigned by Supervisor.
SKILLS & EXPERIENCE
Qualifications:
- High school diploma required.
- Associates or Bachelors Degree preferred.
- Position is evening’s/nights, typically will be working from 4pm-1am, but may vary.
Experience:
- Two years’ experience in work scheduling, dispatching or high-volume customer service is desired.
Skills:
- Understanding the fundamentals of coordinating resources and timeline applications is preferred.
- Adaptable.
- Well organized, detail oriented and analytical; with the ability to work autonomously in a high-volume work environment.
- Strong verbal and written communication skills.
- Proficient critical thinking; with the ability to identify problems and formulate decisions independently.
- Strong interpersonal and relationship-building skills.
- Computer proficiency in the use of email and Microsoft Office. G-Suite and Salesforce experience is a plus.
- Basic math skills needed to determine job costing, discounting and calculating profit margins are required.
- Ability to obtain detailed knowledge of services and technical applications.
