• Strategic Project Coordinator - Daily Operations

    Job Locations US-NJ-Piscataway
    Job ID
    2018-2009
    Category
    Customer Service
  • Company Overview

    Humanscale is the premier designer and manufacturer of ergonomic products that improve health and comfort at work. Our award-winning office products –seating, sit/stand desks, technology support and lighting – have led the industry in performance and simplicity for over 30 years.

    Overview

    The Strategic Project Coordinator – Daily Ops is dedicated to supporting and improving the exception process for Humanscale sales and support team members well as end user customers. This position will be responsible to evaluate escalated issues that come into the Daily Operations team and work back with the factory to determine the feasibility of granting the exception request.  The SPC will communicate the exception and/or present alternative options to the Sales and Support teams.  The Strategic Project Coordinator will partner with their peers to ensure that process updates and/or communications are prepared when breakdowns in process or knowledge are uncovered by the Daily Ops trending report. This role with also be responsible for building strong cross-functional relationships in order to effectively address escalation and exception requests.

    Responsibilities

    • Manage all escalation and exception requests that are sent to Daily Ops.  Coordinates changes with all impacted users.
      • Add all requests submitted by 10AM MT to the daily factory call or resolve issues with the factory prior to the call when able
      • Close the loop with sales and support upon completion
      • Track all daily ops activity by day
      • Provide monthly trending  reports on daily ops escalation and exception requests
    • Interface for Factory for the Sales and Support teams
      • Host the daily factory call @ 12PM MT
      • Prepare options for the factory to resolve escalations and exceptions based on feedback from sales and support
      • Include impacted Sales and Support partners on the daily call when warranted
    • Be a catalyst for continuous improvement
      • Prevent future issues from arising by assessing trending issues and partnering with the SPM team to created or modify process to address at the root cause
      • Proactively suggest solutions based on past resolutions and experience
    • Subject Matter Expert
      • Develop exert level knowledge base for HS products
      • Address SME requests that come into customer service and sales support

    Qualifications

    • Excellent verbal and written communication skills
    • Quick learner and problem solver; able to seek out solutions autonomously
    • Able to decipher ambiguous situations and identify the proper path
    • Strong organizational and prioritization skills
    • Advanced knowledge of Microsoft Excel, Word, Power Point and Visio
    • Proven ability to partner with others to accomplish goals

        

    EDUCATION AND EXPERIENCE:

    Bachelor’s degree or equivalent experience

    Sales and/or Customer Service experience

     

    COMPUTER SKILLS:

    Microsoft Office, including Excel/Word/Outlook/Visio (intermediate or advanced skills only); PowerPoint (Basic skills), Oracle knowledge

     

     

     

    Humanscale is an Equal Opportunity Employer (M/F/Disabled/Veteran)

     

     

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