Customer Experience Tech Specialist

Some of what you will do:

Effectively manages project & complex orders for technology, from the point of order entry through to deficiency resolution and expected to interface and lead the interactions with customers and vendors. Responsible for developing and implementing project plans for successful and profitable technology project execution. Coordinates Kickoff meetings on all large and complex projects with key stakeholders reviewing scope of work, customer expectations, critical dates, order and installation details. Responsible for ensuring project timelines and budgets are met. Conducts coordination of complex tech orders to ensure seamless consolidation and delivery for best customer experience.

Specifically, You Will:

• Responsible for Order Entry and Management (multiple systems) of complex tech orders and order status management i.e. fraud hold, credit hold, GM hold, blocked accounts
• Ensures pricing accuracy and GM targets are in line for large and complex projects.
• Supports administration of deviated pricing programs and set up
• Supports, monitors and expedites Technology prop SKU set up
• Provides professional customer interface and client relations throughout project and serves as the single point of contact for customer.
• Develops a work plan, schedule and logistics required based on the overall project parameters and scope.
• Schedules and hosts Project Kickoff meetings for all complex and large projects to share and identify critical information, time lines, customer expectations to allow effective management of project installation while proactively addressing any challenges
• Coordinates project by working closely with Tech Specialists, vendors and clients.
• Reviews ship dates for adherence to original timeline requirements, expedites as required and orchestrates with factory representatives regarding shipping schedules and any special instructions to assure installation is timely and accurate.
• Key point of contact for transportation companies with scheduling deliveries to job-sites, warehouses or other locations to ensure timely delivery of product.
• Key point of contact Nationally for large annuity accounts, while also providing critical reporting and communication on multiple projects within the account.
• Holds vendors accountable to quality, time lines and costs.
• Supports Deal Reg (program based)
• Supports ongoing contract orders
• Responsible for warranty, replacement and deficiency claims.
• Manage and resolve customer concerns or problems and follows up with customers to assure appropriate action is taken and issues are resolved to the customer’s satisfaction, within a reasonable time frame.
• Provide timely backorder notification and must be able to provide customers with alternative products that meet their needs.
• Reviews and analyzes weekly monthly back log reports and actions accordingly.
• Provides critical reporting and communication for large and complex projects
• Attends client planning meetings to understand project requirements, customer expectations regarding service and technology capabilities and formulate project plans.
• Develops and maintains strong internal and external customer relationships.
• Conducts SWOT analysis on large/complex projects with key stakeholders and shares with team.

Some of what you need:

• Minimum post-secondary diploma or certification, preferably in project management
• Excellent verbal and written communication skills
• Excellent time management and organization skills
• Excellent customer service, interpersonal and problem-solving skills
• Ability to diffuse difficult situations resulting in a win-win
• 2-4 years working experience in Project Order Management and/or client success experience, preferred technology industry experience
• Knowledge of commonly used concepts, practices and procedures in project coordination
• proficient with MS Office Products – specifically Excel, Word, Outlook and PowerPoint.

Some of what you will get:

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...

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