Service Delivery Specialist

Service Delivery Specialist

Summary:

This position will be responsible for supporting the general efforts of the Service Delivery team with a focus on order fulfillment, case management, product configuration, and shipping/receiving. The Service Delivery Specialist position has the primary responsibility of making sure our customers assets are up to date and shipped to the customer on time.

Essential Duties and Responsibilities:

• Provision videophone equipment.
• Collaborate with technical leads to troubleshoot issues related to hardware, software, and licensing.
• Reprogram computer equipment as needed.
• Asset Control - unloading, receiving, picking, stocking, shipping, quality control of product.
• Pull and prepare orders and check for accuracy.
• Support team members to ensure a smooth and efficient flow of product - QC, Purchasing, Packaging, and case management.
• Receive and stage inventory to be recorded in the inventory management system.
• Follow procedures for inventory control and process workflow.
• Products - inspect condition and quality, move and replenish as necessary.
• Case management - Return to repairs (RTR), RMA replacements, returns, S/N modifications, compliance related cases, and other related cases.
• Receive products from vendors.
• Product configurations/testing/reporting.
• Quality Control/Quality Assurance of Z/P assets
• Report to the service delivery manager for any packing material and/or product shortage.
• Properly remove expired product, not in inventory, for review and disposition.
• Ensure all activities are conducted in compliance with established company policies and SOP procedures.
• Maintain condition of work area free of trash, products in correct locations, and safe work environment.
• Assist with special projects and assignments.
• Perform all other tasks assigned by management.

Knowledge, Skills, and Abilities:

• Ability to work with various operating systems such as Windows, iOS, and Android.
• Experience working with MDM solutions is preferred.
• Demonstrate attention to detail.
• Support customer satisfaction.
• Complete projects in a timely manner and meet deadlines.
• Respond promptly to customer needs.
• Assist in improving processes, products, and services.
• Knowledge of setting up labels and quality packaging.
• Knowledge of Salesforce (not required - will train)
• Knowledge of using a bar code scanner.
• Shows the ability to work well under pressure, during extreme heavy days.
• Possesses effective written and verbal communication skills; displays reading comprehension skills.
• Exhibits the ability to work well with others and maintain organization between cross-related departments.
• Displays the ability to multitask and handle multiple issues on a consistent basis.

Qualifications:

• Must be able to maintain confidentiality.
• Strong computer skills.
• Basic knowledge of MS Outlook, Word, and Excel is a plus.
• High School Diploma or GED required.
• 2 or more years related experience in a warehouse environment is preferred.

8/14/23