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AIDC Operations Coordinator

2 months ago

Greenville, South Carolina, United States Newbold Corporation Full time
Job Overview

AIDC Operations Coordinator - NewBold Corporation

NewBold Corporation is seeking a committed AIDC (Automatic Identification & Data Capture) Operations Coordinator to manage service requests for our extensive customer network. The AIDC sector includes technologies such as barcodes, magnetic stripes, QR codes, RFID, and other devices essential for inventory management and supply chain operations. With the AIDC industry projected to grow significantly, this role is vital for maintaining our service excellence.

The AIDC Operations team handles numerous service requests monthly, necessitating prompt action to uphold operational efficiency. The Coordinator will initiate service requests within our ticket management system, supervise the entire process, schedule technicians, liaise with technical support, and keep customers informed about their service status. This position is crucial for achieving performance targets for our key accounts.

Key Responsibilities:

  • Facilitate new customer service requests by managing incoming calls and emails, entering data into the ticketing system.
  • Coordinate technician schedules based on customer contract service levels by collaborating with field technicians and trainers.
  • Regularly monitor dispatch queues and dedicated email channels to ensure swift customer responses.
  • Continuously update work orders for service calls throughout the day.
  • Provide timely updates on open service requests to all relevant stakeholders, including internal teams.
  • Assist in managing call aging to minimize customer delays and ensure they are informed of progress.
  • Meet individual performance metrics related to open calls, escalations, and closures as defined by management.

Operational Standards:

• Adhere to Standard Operating Procedures for urgent requests and escalated issues.

• Collaborate with the team to meet key performance metrics outlined in service agreements.

Essential Skills:

  • Exceptional organizational abilities
  • Customer-centric approach
  • Strong communication skills
  • Excellent customer service aptitude
  • Team-oriented mindset
  • Problem-solving capabilities
  • Ability to manage multiple tasks effectively
  • Reliability

Qualifications:

  • Preferred Bachelor's degree, though not mandatory.
  • 1-2 years of relevant experience preferred, but not required.
  • A strong desire for professional growth within the organization.
  • Willingness to learn technical requirements to address customer needs.
  • Proven ability to communicate effectively and drive change.
  • Strong computer proficiency, including Microsoft Office Suite for data analysis.
  • Experience with ticket management systems, such as SAP or similar platforms.
  • Demonstrated urgency, self-discipline, and organizational skills.
  • Strong analytical and communication skills, both written and verbal.
  • Self-motivated with the ability to prioritize tasks.
  • Detail-oriented with the capacity to thrive in a fast-paced environment.
  • Excellent interpersonal skills for building relationships at all organizational levels.