Customer Service Delivery Associate | (R798)

Customer Service Delivery Associate | (R798)

19 Apr

19 Apr



QAD Service Delivery is driven by a passion for creating exceptional customer satisfaction. We achieve this by applying quality service and concepts that reduce customer effort and drive customer loyalty. We want to make problem resolution for our customers Effortless. We are seeking an Associate Customer Service Delivery Manager who has the skills, qualifications, and commitment to help us achieve this goal. If you are looking to join an exceptional team of dedicated professionals driven by a desire to deliver world-class customer service we welcome you to consider joining our team at QAD.

What You’ll Do:

This is a junior level customer service delivery management role which is focused on developing a resource into a fully fledged Customer Service Delivery Manager (CSDM). This position will report to Team Lead, Customer Service Delivery Management.

Under the supervision of a Sr. Customer Service Delivery Manager or Customer Service Delivery Management Team Lead, provide a focal interface to QAD Cloud Operations customers to ensure optimized and uninterrupted service delivery for small to moderate sized customer engagements (C customers). After an initial learning period (expected to be 3-9 months), the Associate CSDM will take responsibility for being the focal point for managing small to moderate sized customer engagements independently.

Coordinate cloud operational service and action plans. Manage all engagement management administration activities (Cloud Portal updates, SLA report generation, status reporting, maintain enterprise applications, call escalations, maintenance window communications/facilitations, environment uptime corrections on a timely basis

Coordinate with Cloud PMO in facilitating and monitoring the project on-boarding and project implementation tasks/milestones are delivered as per plan. Provide interface between Service Delivery Center (SDC) and Services project team with any escalations and requests.

Work closely with Cloud SDC Team to ensure processes around major incident management, change and problem management are adhered to. Provide interface between the Cloud SDC and the Customer for escalations and major incidents.

Monitor Cloud Operations service delivery contract adherence for respective customers and that SLAs are delivered. Escalate to the Cloud management as required.

Collaborate with SDC, Global Support and Services to provide closure to customer escalated issues, concerns and support calls.

Responsible for perpetual monitoring of customer satisfaction via the Service Delivery Scorecard. Provide formal Monthly Service Reviews and Service Reports.

Keeping up to date on all Cloud Processes and procedures

This position doesn’t require much travel. The maximum is expected to involve as much as 20% travel time overall

What You’ll Need:

Education: Bachelor’s degree in Computer Science or Business or equivalent relevant experience

Experience: 0-2 years manufacturing, business, customer service or support capacity

Computer skills: ERP implementation lifecycle knowledge, knowledge of production systems operations and working knowledge of WAN/LAN technology. Operating systems Windows, Linux, Unix, database concepts and backup, recovery and process alerting tools. Project tools such as MS office. MS Project and/or Smartsheets a plus.

Other knowledge or skills: Studies/trains toward certifications ITIL, PMP, Customer Management capabilities, SDLC understanding, systems administration. Interact with client as directed on issues such as reporting, issue resolution and data gathering. Able to multitask.

Who You Are:

You have a proactive and solution oriented mindset with ability to work through problems of moderate scope where analysis of situation or data requires a review of a variety of factors

You are able to exercise judgment within defined procedures and practices to determine appropriate action

You are able to build productive working relationships internally (with a variety of departments and levels) and externally

You are able to work on semi routine assignment and use good judgment and independence to recognize the need for occasional deviation from accepted practice

Demonstrates QAD core values - Partnership with Our Customers, Commitment to Excellence, Innovation, Global Teamwork, Integrity, and Respect for the Individual

What We Offer:

Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work life balance.

Opportunity to join a growing business, launching into its next phase of expansion and transformation.

Collaborative culture of smart and hard-working people who support one another to get the job done.

An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.

Ongoing learning and development including the opportunity to complete industry certifications (paid for by us!)

Competitive compensation packages based on experience and desired skill set

About QAD:

QAD, Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

At QAD, we do more than sell manufacturing ERP software. We develop innovative products, foster growth and creativity, encourage collaboration and teamwork, and build strong communities across the world. The company was founded in 1979 on the foundation of helping people make their manufacturing business a success. To us, success is having happy customers, customers who love our product. And success is happy employees, who learn, grow and are connected to one another. This is what drives us. This is who we are. And we love what we do.

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