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Order Entry/Implementation Coordinator - I

Company: Apex Systems
Location: Taunton
Posted on: April 3, 2021

Job Description:

Job Title: Reporting Specialist/Order Entry/Project Coordinator-- ---- Location: Taunton, MA Contract: 12+ months-- Provides premium consultative and governance services to the client via a Statement of Work. This SOW can include any combination of the following disciplines and associated deliverables as determined by the client--and defined in the executed SOW. The functions and deliverables define the context around which--performs overall governance of the client--business relationship; it is therefore the role of the delivery team assigned to trend overall issues and create/execute recommendations which improve the overall relationship between the client. This position is specifically responsible for all--reporting work and projects as defined by the Commonwealth of Massachusetts COMA ITT72 contract - must have good customer speaking/relationship skills and strong knowledge of Excel and other reporting tools/systems.---- Client governance - perform the following functions and report performance

  • Monitor supplier Key Performance Indicators (KPIs) and ensure OLAs (Operating level agreements) exist based on contractual requirements
  • Ensuring service levels are attained which includes managing Key Performance Indicators (KPIs) of supplier groups (COEs including Ordering, Billing and Network Assurance).
  • Managing the Service Portfolio, ensuring processes exist and are followed for Change Management, planning for Demand Management and oversight of Financial Management.
  • Proactively develop and maintain executive client relationships as well as building new relationships within client
  • Provide management and direction for client--service and project teams to ensure execution of overall governance plan. Conduct reviews to monitor progress and execute remediation.
  • Proactively review client performance to ensure compliance with all requirements contained in the master agreement terms, including monitoring of all minimum thresholds and executing changes as needed, and conducting periodic governance reviews.
  • Manage global Day 2 Operations including contracted requirements assurance
  • Proactively develop Global risk mitigation strategies for client services
  • Develop solutions for complex business and client challenges; complex problem solving
  • Responsible for highlighting value and enhancing opportunities to drive new revenue growth
  • Provide client advocacy during contract negotiations to ensure terms included in agreements, amendments and SOWs are supportable and executable. Service Relationship Management - perform the following functions and report performance as defined in the Deliverables section
    • Facilitate service communication at the executive level between client and by conducting executive reviews and by proactively raising issues that cross minimum performance threshold in terms of time to repair, etc.
    • Oversee the initiation and resolution of critical service issues requiring escalation (either within client or--organization), while working with client and Verizon technical teams to define overall remediation plans. Client Enablement - Identify and execute strategies to increase self-service utilization and expand self-service to other elements of the relationship where such expansion is mutually beneficial. Drive online and VEC tool enablement and adoption
      • Understanding of complex integrated solutions relative--ability to achieve service levels Service Management/Oversight - perform the following functions and report performance as defined in the Deliverables section
        • Act as client advocate to assist with accelerating service issue resolution by engagement of appropriate client--resources.
        • Act as client advocate to accelerate billing/accounts payable issue resolution by engagement of appropriate client-- resources. Financial Management - oversee the identification and resolution of issues negatively affecting the financial health of the--relationship, such as revenue trends, contractual commitments, accounts payable, etc.
          • SLA Performance Management - strive to adhere to SLAs identified in the contract. Identify SLAs not being met and liaise with involved departments to ideally provide corrective action based on trends. Identification and corrective trends would be represented in a Service Improvement Plan.
          • Develop, execute and maintain the Continual Service Improvement Plan for ongoing delivery
          • Complex Service Integration - oversee complex solution assessment, deployment and management to optimize client experience with new services
          • Proactively ensure First Invoice reviews occur for newly established billing IDs to confirm contract rate treatment. Oversee resolution of identified inconsistencies to achieve contract compliance. --Service Improvement Initiatives - perform the following functions and report performance as defined in the Deliverables section
            • Identify opportunities for service improvement and risk mitigation across the service continuum, and engage appropriate Client resources to execute associated plans.
            • Change Management - Identify and execute improvements in methods, processes and procedures used to institute service and other changes in the overall relationship. MUST HAVE SKILLS:
              • Must have good customer speaking/relationship skills and strong knowledge of Excel, and other Microsoft systems. Reporting skills are a must. REQUIRED SHIFT:
                • 40 hours per week normal business hours 8-5 EEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178

Keywords: Apex Systems, Taunton , Order Entry/Implementation Coordinator - I, Other , Taunton, Massachusetts

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