Concierge Project Coordinator - Customer Care

Job Title

Position Overview:

Inclusive of all concierge product orders within Shaw, Project Coordinator I annually manage over $200,000,000 in concierge and running line orders from the order inception to the delivery ensuring complete satisfaction. The Concierge Project Coordinator I is expected to manage many projects driven by our SIS partners that are either custom styles or running line products. Concierge product orders include but are not limited to Soft Surface, Hard Surface, and Resilient products.

Responsibilities:

• Acquire full ownership of concierge orders and/or interactions based on segment and assigned responsibilities advancing each step of the supply chain through to delivery and customer satisfaction.

• Build and retain positive business relationships while completing projects on time.

• Serve as a single point of contact for assigned concierge orders for our SIS partners and other entities involved.

• Act as a liaison between SIS, Distribution, Logistics, Sourcing, Production Planning, and Manufacturing.

• Engage and leverage business partners and key stakeholders to strategically make decisions that are in the best interest of the company and customer.

• Maintain a high level of workflow and keen multitasking skill to persevere through all channels necessary to retain customer satisfaction during projects.

• Analyze inventory forecasting needs in evaluating and improving order position.

• Emulate Shaw’s core values of Honesty, Integrity and Passion at all times.

• Collaborate with team members to ensure continuous improvement of orders during short- and long-term absences.

• Initiate claims as needed

Position Requirements:

• High School Diploma/GED required.

• Experience: One year of experience in a Business-to-business (B2B) customer support or customer operations experience, ideally involving order management, account support, logistics, billing, scheduling, or cross-functional issue resolution.

• Experience: Proficiency in Shaw Order Entry and Order Modification

• Must have a strong work ethic and sound work habits: ability to work with internal/external customers in a professional manner

• Ability to work overtime or weekends as required by business needs.

• Ability to train and work remotely.

• Proficiency in Microsoft suite required, specifically Excel and Word.

Preference:

• Associate degree or higher preferred.

• Working knowledge Shaw Online Live, ShawNow, salesforce.com, and/or MIC

Competencies

• Manage Work

• Communicate Effectively

• Build Customer Satisfaction

• Initiate Action

Remote Worker Requirements:

• It will be the responsibility of the At Home Agent to provide a:
• Associates must be able to provide Reliable High-Speed Internet Connection in wall/router (not wireless) to access Shaw Systems while working from home. Minimum Speed 25mbps/Download; 10mbps/Upload without data limits or restrictions.
• Associates should have a defined workspace to conduct business with office furniture that meets ergonomic needs. Workspace should be located in an area away from sounds that compromise the customer experience to allow for a professional atmosphere.
• Customer Service Associates are expected to be available to work during times of inclement weather and emergencies, be open to mandatory overtime, and schedule changes.

Hours: 8:00 AM – 5:00 PM

Location: Remote

Salary Grade: N07

Work Shift

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