Service Delivery Coordinator

Role Purpose

We are seeking a skilled and motivated Service Delivery Coordinator as part of our Sofia Delivery team. As the principal customer contact for orders in the delivery process you will be responsible for upkeeping the standards of excellence that EXA customers have come to expect. You will be the liaison between various departments within the wider operational team, and across the EXA organization. You will be responsible for supporting all admin aspects of the delivery process using EXAs CRM Salesforce. The successful applicant will possess strong admin, demonstrating a can-do attitude with a good eye for detail, and the ability to work to tight deadlines. The ideal candidate will be customer focused, and comfortable interacting daily with clients, vendors, and all key stakeholders to ensure a smooth delivery process.

Key responsibilities

• Be a team player in a cross functional role by providing primary point of customer contact during the delivery process. Coordinate all delivery related tasks using EXA CRM Salesforce.
• Upkeep of all order records with accuracy and attention to detail being a critical success tool, Ability to work with stakeholders to identify expected delivery dates, manage the order process to minimise any risks of not hitting the expected delivery dates, identify any risks and work to resolve any known issues internally or external.
• Manage multiple system tasks and varying work volumes simultaneously and prioritise accordingly from order receipt to order activation.
• Provide regular accurate order(s) progress updates to customers via email or phone. Ensure updates are recorded in sales force and relevant order related date fields and milestones are accurate.
• Ensure smooth customer handover when services are ready for use, coordinate testing and turn up where required. Ensure all 3rd party documents and handover information has been logged and a clean order record is available for EXA NOC team should they require to review the service for troubleshooting at any stage.

Individual Profile

This is a cross functional role, working with all teams across EXA as part of the wider operations group. This role has responsibility for representing EXA to our customers and ensuring delivery interval commitments are consistently met. It is essential that the candidate can build and maintain strong relationships internally and externally. This is highly beneficial in successfully managing the order to activate process.

In addition, we require the following skills and qualities:

• Professional and articulate
• Able to communicate effectively
• Ability to work under pressure and to tight deadlines
• Ability to work as a team to meet monthly revenue / billing targets
• Strong attention to detail
• Flexible and self-motivated
• Team player

Essential Criteria

• Fluent written & spoken English
• Experience in data entry
• Experience in a customer facing role with strong customer service ethos

Desirable Criteria

• Knowledge of Telecoms an advantage
• Salesforce experience an advantage
• Presentation or project tracking experience an advantage

Our working environment

We are committed to working in the location where we do our best work. As a small and growing company with great offices in great locations, most employees will aim to be in the office 3 days a week and 2 days working from home/ other locations.

Here at EXA, we believe the future includes everyone, we are open to all applications to create an environment and culture that includes one and all. We are a proud global community, that wants to drive diversity of thought though our employees and culture. We want you to come as you and make yourself and EXA successful.