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Customer Services Operations Specialist

2 months ago

Hanover Park, United States Insight Enterprises, Inc. Full time
Requisition Number: 96785

Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.The Services Operations Specialist coordinates all aspects of the service delivery cycle, including but not limited to, invoicing, processing signed documents, creating SOWs, assisting with RFP production, shipping and receiving, and/or other administrative tasks.

What you'll do at Insight

Customer Service & Program Management
  • Review and monitor dept. ticketing system for Advance Exchange, Deployment, and/or Retrieval tickets entered by client before cutoff to process same day repair orders.
  • Ensure client and teammate satisfaction during ticket transaction and interaction.
  • Focus on customer and teammate support.
  • Responsible for supporting end to end repair orders with multiple vendors.
  • Investigate and resolve receiving and inventory discrepancies, proactively managing receipt dates, work with distribution employees to resolve issues regarding lost and damaged product.
  • Manage all aspects of assigned vendors, back-orders, ETA's.
  • Work with vendors and Field Service, Returns department on problem warranty claims.
  • Work with vendors in acquiring return merchandise (RMAs) for damaged, unused product.
  • Work with finance to resolve any vendor billing issues as necessary.
  • Handle/track warranty claims.
  • Responsible for invoice client SLA adherence.
System Support
  • Data entry of material details, tracking information, and notes/comments for client's product movement updates on ticket transaction workflow.
  • Create repair orders in org. system to link with client ticket for successful closure.
  • Create shipping and return labels on freight carrier site.
  • Create confirmation and debit memo requests.
  • Create confirmation and debit memo request in org. systems for client billing.
  • Review list of workflows past their SLAs and follow up with teammates.
  • Proactively manage report and help move workflows to the next step in the process.
  • Follow-up with teammates at all levels (Sales, Services, Management, etc.)
  • Make changes to workflows/status in org order systems and add notes in comments section.
Statement of Work (SOWs) and Change Requests (CRs)
  • Create standard operating documents, ensuring correct template is used and all required master agreements are in place.
  • Proof and edit all content.
  • Ensure appropriate language is used to protect Company.
  • Ensure all internal approvals take place.
  • Create final document to send to client.
  • Adhere client requirements to SOW. Advise and recommend CR if new client requirements are identified.
Team Mailbox Management
  • Manage team mailbox, ensuring emails are addressed throughout the day.
  • Address any issues that are submitted.
  • Handle system and product issues to keep workflows moving in a seamless manner.
  • Answer process inquiries.
Production
  • Identifying Billing and Inventory discrepancies.
  • Become an expert for information regarding specific products, programs, and initiatives of assigned vendors and product categories.
  • Responsible for maintaining accurate costing, classification and status of assigned products.
  • Work with internal personnel on problems relating to parts ordering information.
  • Tasks assigned by production scheduling team.
  • Manage seamless workflow of production orders.
Shipping/Receiving
  • Verify contents of shipment compared to shipping documents while noting any discrepancies or damage.Operate computer terminal to enter receipts and printer to print labels.Accurately mark the correct number on product, and correctly label products.
  • Responsible for receiving and processing electronic and paper Invoice media
  • Filing
  • Other duties as assigned.
What you'll need to join Insight
  • High School degree or GED equivalent required.
  • At least 2-5 years of receiving, purchasing, AP/AR, or administrative experience; including 1-2 years of experience in high volume purchasing environment with experience in distribution operations a plus; and/or equivalent combination of training and experience.
  • Telecommunications experience also a plus.
  • Ability to enter data into systems accurately required.
  • Must have the ability to multitask with strong organization and time management skills.
  • Must be able to respond effectively to inquiries or complaints within a timely fashion.
  • Proficient in Microsoft Office including Word, Excel, and Outlook, also the capability to use RF technology.
  • Possession of a valid forklift certification a plus.
  • Knowledge of receiving, warehouse and safety procedures a must.
The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Internal teammate application guidelines:
  • Meet the minimum qualifications and requirements of the position;
  • Have completed minimum service time in current role based on department (ranges from 6 months to 2 years) and have current manager approval.
    • For Account Executives, must be in role for at least 2 years and be a Level 2
    • For Client Fulfillment Center, must be in role for at least 6 months
    • Unless noted above, must be in role for at least 12 months
  • Not be under a disciplinary evaluation or suspension period;
  • Have satisfactory performance in their current position;
  • Have their current manager/supervisor recommendation
The base range for this position is typically $19 - $20 an hour with benefits. However, compensation decisions are dependent on the facts and circumstances of each case, including experience and location.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Hanover Park || Illinois (US-IL) || United States (US) || Distribution Center || None || US - Hanover Park, IL ||

Nearest Major Market: Chicago
Job Segment: Operations Manager, Supply Chain, Shipping and Receiving, Cloud, Operations, Technology