Service Delivery Representative

Job Description:

The Service Delivery Representative will manage customer accounts, ensuring service level agreements (SLAs) are met. This role involves preparing and maintaining status reports, modifying schedules, and assisting the Account Manager with technical advice and problem-solving. Additionally, the representative will handle order management, inventory updates, and customer support for both international and domestic clients. This role will support new store openings (NSO) from start to finish, ensuring all materials are delivered on time and in perfect condition.

Your Tasks

• Work closely with the inventory team to ensure that the right products, display fixtures, and supplies are available for each store opening. This includes ordering, tracking, and managing stock levels.
  

• Communicate with suppliers, vendors, and external contractors to confirm delivery timelines and resolve any issues related to shipping or quality.
  

• Coordinate with store design and construction teams to ensure timely delivery of all fixtures, signage, and other store setup elements. Oversee the unpacking and organizing of inventory in the store.
  

• Plan and schedule shipments to meet the timeline for opening days, while ensuring that all store requirements are met.
  

• Address and resolve any logistics or supply issues quickly and efficiently to prevent delays.
  

• Assist in managing budgets for store supplies and deliveries, ensuring cost-effective solutions while maintaining brand standards.
  

• Identify areas for improvement in the supply chain process and suggest solutions to streamline operations for future store openings.
  

• Identify and address demand variances, gaps, and potential risks.
  

• Advise Account Representatives of orders in jeopardy.
  

• Evaluate constraints and communicate with Operations teams and Client Services to resolve issues.
  

• Resolve issues interfering with on-time completion of orders.
  

• Maintain planning systems and tools (e.g., SAP, Oracle, Excel, or other forecasting software).
  

• Prepare and maintain status reports for client, management, and internal communications.
  

• Oversee customer accounts to ensure SLAs are met.
  

• Assist the Account Manager in providing data, advice, and resolving problems.
  

• Work closely with operations to ensure program requirements are met.
  

• Participate in business reviews with the customer.
  

• Continuous involvement and support with departmental process improvements
  

• Abide by all company safety and hygiene regulations
  

• Any additional tasks that may be assigned to ensure an efficient, safe, clean, and goal-oriented work environment

Your Profile

• At least two years of Customer Service Experience
  

• At least 2 years using Microsoft Office; intermediate to advanced level experience in Excel required
  

• High School Diploma or equivalent
  

• Must display initiative and flexibility to work in a fast-paced, changing environment
  

• College degree preferred
  

• Microsoft Office experience in PowerPoint and Power BI preferred
  

• 3PL, Supply Chain, Logistics or similar experience preferred
  

• NSO experience preferred
  

• SAP knowledge preferred
  

• Project management experience preferred
  

• Strong organizational skills
  

• Solid analytical ability
  

• Strong verbal and written communication skills
  

• Effective management of time and multi-tasking
  

• Ability to work independently and with others

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