Jobs for People with MS: National MS Society

Samson Rope Technologies Description:

Samson, the worldwide leader in high performance cordage, is seeking a Service Coordinator who will be responsible for supporting the Field Service Manager and Sales Program Owner as it relates to the onboarding process for service programs, the ongoing coordination of service program deliverables, and the delivery of services including customer training and analysis. The Service Coordinator will assist with completing and documenting remote customer support, provide Custom Service Management Software (Icaria) demos to customers, assist with asset management, and ensure service commitments are clearly defined and documented. In addition, the Service Coordinator will be responsible for practicing a high level of business ethics and professionalism and adhering to safety and quality guidelines in support of Samson strategy and core values.

Who You Are:

• Knowledgeable and experienced in maintaining information systems.
• Equipped with knowledge of order processing concepts and processes.
• An adept computer user with skills in Microsoft Office, Salesforce, and Salesforce Lightning experience desired.
• A clear and concise communicator in both written and oral form who can present information in concise and effective ways.
• A team player who can build relationships at all levels in the organization and partner with all levels of employees to conduct improvement projects.
• Self-motivated.
• Customer focused and able to deliver excellent customer service to both colleagues and external customers.
• Able to manage time effectively by prioritizing/managing multiple tasks in a fast-paced, changing environment.
• Trustworthy and able to handle confidential and sensitive information.
• Available to travel approximately 5% of the time.

What You'll Do:

• Support Icaria onboarding activities in coordination with customers and internal Samson functions. This includes virtual support and asset management.
• Monitor Icaria user submissions and report on needed information both externally and internally.
• Assist the team in providing solutions for new Icaria industries, markets, or customers and systems improvement for field service activities.
• Track business performance of Icaria service level commitments.
• Establish and maintain sound relationships with all functional personnel/departments to support proposed resolutions to systems and process gaps.
• Conduct virtual Icaria demos and customer onboarding for Icaria & Classroom.
• Assist with Icaria customer contract updates/renewals, invoice procedures, and support case management.

• Complete Icaria Annual review reports, work with Regional Sales Managers to gather key information, coordinate review meetings with customers pertaining to Annual Review outline.

   

What You Should Have:

Education

• Required: High School Diploma or GED.
• Desired: Associate or Bachelor's Degree in a Business or Project Management related field, relevant work experience in technical service work for 2+ years.

Experience

• 1-3 years of relevant work experience in a customer service, sales, technical support, or process management role

Our Team Enjoys Best-in-Class Benefits:

We enjoy ample paid time away from the office with a starting PTO accrual of 15 days for vacation or sick leave, 10 paid holidays, a paid personal day, and paid volunteer time each year.

We prioritize our employees' wellbeing and offer comprehensive and affordable Health, Dental and Vision insurance for employees and family. We also offer free Mental Health benefits and an optional free Wellness Plan.