GLOBAL SERVICE COORDINATOR

Join the forefront of IT asset disposition (ITAD) as we proudly celebrate three decades of as market leaders in the industry. As a key player within the Computacenter group, we are dedicated to expanding our Circular Services brand and global capabilities, serving some of the largest corporations and organizations worldwide.

Reporting To:

Global Business Development Manager

Role Purpose:

• Assist the Global Service Manager in delivering exceptional customer service. This role involves coordinating the operational service delivery function for a diverse portfolio of global customers across 70 countries, managing quotations, organizing collections, and ensuring partner reporting adheres to SLAs.
• Work collaboratively within the Global Coordination team, managing and processing collection requests through the MyData collection request portal and customer emails.
• Maintain timely communication with customers, request additional information when necessary, and provide quotations within SLAs. 
• Support Global Service Managers in generating quotations for existing customers and the Sales team for new and prospective customers. 
• Act as the primary point of contact for collection-related issue resolution, escalating to the Service Manager when needed, and liaise with customers and partners for issue resolution.
• Aid in contract profitability by ensuring customer quotations and final invoice reports align with agreed margins.
• Prepare invoice and remarketing reports, review partner invoices for presentation to the Global Commercial Manager, seeking pre-approval from the Global Service Manager when necessary.
• Ensure client reporting complies with Statement of Work (SoW) requirements.
• Collaborate closely with the Remarketing team to review partner revenue returns to ensure fairness and equity.
• Support the Global Business Development Manager and Global Service Managers by fulfilling reasonable work requests.
• Manage reporting discrepancies and communicate with relevant internal departments to prevent issues.

Performance Indicators

• Achieve goals set in the annual employee performance review.
• Demonstrate efficiency in processing service requests to prevent escalations due to delayed responses to queries/quotes.
• Exhibit efficiency in processing partner reports to prevent escalations due to incorrect or delayed reporting.

Knowledge, Skills & Experience

• Knowledge of the ITAD industry (preferred but not essential).
• Experience in working directly with international customers or suppliers (preferred but not essential).
• Ability to multitask across various tasks for numerous customers (essential).
• Organized approach to ensure timely completion of all required tasks (essential).
• Capable of working on various IT platforms with intermediate/advanced Excel skills (essential).
• Experience and confidence in dealing with customers, managing queries in a professional and polite manner (essential).
• Team player with the ability to collaborate with others to achieve common goals (essential).
• Keen eye for detail, particularly in ensuring the accuracy of quotations and reports (essential).
  

This job description is intended to convey information essential to understanding the scope of the Global Service Coordinator and is not an exhaustive list of skills, efforts, duties, or responsibilities associated with it.