Project Coordinator - PCC Ohio

Working under the supervision of the Team Leader-CX and in conjunction with the Sr. Project Support Coordinator, the Project Support Coordinator will primarily be responsible for coordinating, partnering, and collaborating with various teams and departments handling multiple projects. This includes monitoring and addressing requests and orders received as incidents, cases, or other forms of inquiries, and escalating requests based on training and process expertise. The position demands meeting set quality expectations and focusing on achieving the SLAs to positively impact the customer experience. The Project Support Coordinator will serve as the first point of contact for requests received from customers in the form of incidents, and or internal issues reported by the Sales and Services team in the form of cases. Acting as the primary liaison between clients, management, and the Sales and Services team, the Project Support Coordinator ensures the timely and successful application of services across all categories of customer orders, from initiation to production.

The Project Support Coordinator comprehends the responsibilities of other roles and departments within the Technology Integration and Distribution Center (TIDC) to establish effective coordination between all points of contact. This ensures continued support and fulfillment of the needs of other teams, departments, and customer SLAs. The Project Support Coordinator will assist members of the Project Management Office, Service Delivery, and Engagement Specialists in coordinating and executing sales orders and other contractual agreements.

• Monitors incident/case queues and addresses requests received in accordance with SLAs.
• Handles incidents/cases following the established standard operating procedures, ensuring quality is maintained.
• Manages order processing and management according to standard operating procedures, ensuring quality is upheld.
• Handles cases/support requests from sales within established quality guidelines and SLAs.
• Monitors and escalates issues related to inventory/stock.
• Adheres to standard team procedures.
• Coordinates projects or activities with teams and departments within the Technology and Integration Distribution Center (TIDC) when dealing with sales, testing, and production orders.
• Acts as the initial point of contact and liaison for customers or between TIDC and other departments.
• Monitors reports to ensure orders are processed promptly and manages any delays effectively.
• Creates and updates process and procedure documentation (SOPs & Job Aids) as assigned.
• Schedules and attends internal and external customer meetings.
• Stays informed about client project changes and updates.
• Gains familiarity with each client and their respective services and SLAs.
• When proficient, may assist in providing internal team support and training to other team members.
• Performs all other duties or special projects as assigned.
• Recommends ideas for process/continual improvement opportunities.
• Employees are required to be fully onsite at the approved work location to perform the functions of this position.