What are the responsibilities and job description for the Service Delivery Specialist position at Purple Communications, Inc?
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