The Product Service Coordinator serves as a primary interface to clients, Customer Success Managers (CSMs), EDI Analysts, IMs/PMs, and Developers for Datex. They will work closely with internal teams and clients to build relationships with all relevant stakeholders as a trusted partner and advisor. You must have a strong understanding of our customer's business objectives and the ability to identify and articulate how our solution supports achieving the Customers operational and business goals. They will work to ensure smooth deliver and support of our software and solutions. Addressing customers needs and issues, and managing day-to-day operational items, are paramount.
Role & Responsibilities
You must be located in/reside in Philippines to qualify for this role.
EDI Focused
- Coordinate and work with the EDI Analysts, CSMs, PMS, IMs, and client/trading partner on new and existing EDI initiatives
- Ensure DevOps is updated with all the requirements gathered during the project initiation
- Collaborate with EDI Analysts and internal staff on weekly project status updates
- Provide What to expect documents for each milestone phase
- Develop and maintain project plans and dashboards related to EDI
- Maintain artifacts within DevOps
- Document time within DevOps
- Collaborate with the EDI Analysts during User Acceptance Testing for status updates to provide to the customer/trading partner.
- Weekly review of DevOps to ensure client needs are met; identify possible modifications
- Ensure project scope remains aligned
- Notification to customer/trading partner and support of post hyper-care handover.
- Evaluate the outcomes of the project as established during the planning phase and provide a retrospect document as needed
- Ensure all documentation and other artifacts are stored and accessible for future reference
- AS2 Cert change ticket creation and customer/trading partner updates from the Development team once changes have been made.
- Understand basic system configuration of the Datex software suite
- Performs other related duties as assigned
Project Coordination
- Act as a point of contact for customers currently engaged with regarding
- Coordinate and lead regular meetings to review requests, performance, and address issues
- Record, monitor, and evaluate issues as they arise and ensure they are known and resolved promptly
- Provide regular updates on the project's progress to clients
- Resolve conflicts within and between projects, teams, or functional areas
- Manage the change control process while keeping all stakeholders informed of any change requests that will substantially alter the course of the project
- Ensure the project deliverables are accurate, on time, within budget, and at the appropriate level of quality
- Create documentation as needed
- Ensure all documentation and other artifacts are stored and accessible for future reference
- Identifies, develops, and initiates innovations and solutions where precedents and procedures may not exist
- Work cross-functionally to solve problems and implement changes
- Assist direct and indirect teams with creating and formalizing documentation
- Prepare regular reports on metrics, feedback, and resolution times/details
- Identify opportunities for improvements and best practices, then document those accordingly
- Participate in training and role development activities to remain current with industry trends and best practices
Requirements
- 3+ years of experience in Project Management or Coordination
- Previous EDI project management/coordination or EDI Analyst experience
- Previous ticketing system experience
- Previous experience being directly involved with a client-facing role
- Previous Warehouse Management software experience is a plus
- Previous SaaS/Supply chain software experience is a plus
- Fundamental understanding of technology, including Data Mapping, EDI, API, and other integration technologies
- Experience working with complex, multi-divisional, multi-geographical customers
- Ability to create structure in ambiguous situations and design effective processes
- Consistent performer who handles stressful situations and deadline pressures well
- Ability to multitask and experience working with cross-functional teams (e.g. Sales, Products, Marketing, Services) (Internally & Externally)
- Empathy with a knack for understanding the customer's needs and why they need it
- Strong prioritization and time management skills
Benefits
Health benefits, paid time off, paid holidays
