Service Delivery Coordinator II

Nitel is a leading Managed Service Provider specializing in secure, flexible Network-as-a-Service (NaaS). Our software-driven approach empowers businesses with cutting-edge network architectures, optimizing performance and security. We value collaboration and thrive in a fast-paced environment where open communication is key. Join us!

The Position

You consistently meet Service Level Agreement (SLA) deadlines, delivering timely and accurate deliverables to customers. Your commitment to providing an exceptional customer experience extends to resolving issues promptly and effectively, building strong relationships with both internal and external stakeholders. As a Nitel service offering expert, you possess strong customer service skills and are dedicated to advocating for customers in all situations. You thrive in a dynamic, fast-paced environment, where your problem-solving abilities and hands-on approach are invaluable.

Your Playbook

1. Manage all aspects of service delivery for customers with fewer than 20 locations and simple product solutions.
2. Handle all customer-requested orders for new services, including managing internal and external escalations pre- and post-order to ensure successful service installation.
3. Create all "deals" in accordance with department guidelines and processes.
4. Submit order requests to vendors via email, official order forms, Access Service Requests, or online ordering portals, and monitor for order acknowledgments or confirmations.
5. Manage and complete all Service Delivery tasks within Deal and SORD in HD, ensuring that tasks and order status are updated with order details and project comments.
6. Maintain data accuracy in the order database system.
7. Follow up on Carrier Site Survey Results, communicating results and site requirements to the customer.
8. Ensure on-time delivery of services and related project dates.
9. Communicate with customers on order-related details as needed.
10. Manage customer and vendor escalations.
11. Meet quality, productivity, turnaround time, and other expectations.
12. Contribute to continuous process improvement and enhanced customer service.
13. Investigate and respond to inter-departmental inquiries.
14. Coordinate and schedule calls with customers who prefer verbal updates, ensuring timely and informative communication.
15. Engage in weekly calls with vendors to obtain project updates, resolve issues, and ensure alignment with project goals.
16. Validate service performance to meet customer expectations after order completion.
17. Assist customers with basic account inquiries, such as contacting or engaging account managers for change orders or MACDs.
18. Meet or exceed individual productivity and departmental goals.

Skills You Bring to the Field

1. Advanced English Proficiency B2+ (written and spoken).
2. High School Diploma or equivalent.
3. 1 – 2 years’ customer service or project coordination experience.
4. Proficiency with Microsoft Office Suite (Teams, Word, Excel, PowerPoint, Outlook).
5. Preferred experience in either fast-paced customer service role or office work experience with web-based tools and data entry.
6. Self-Motivated, organized and detail-oriented.
7. Knowledge of project management fundamentals and best practices, preferred.
8. Critical thinking skills, preferred.
9. Ability to work with minimal supervision, preferred.