Service Delivery Support Coordinator

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Location:

Fort Worth, TX, US, 76118

Function:
Customer Services

Work Location:

RS is a high-service global product and service solutions provider for industrial customers, enabling them to operate efficiently and sustainably.

We operate in 33 markets, stock over 875,000 industrial and specialist products and list an additional five million relevant for our industrial customers, sourced from over 2,500 suppliers. This extensive range supports our customers across the industrial lifecycle of designing, building and maintaining equipment and operations. We enhance their experience through a tailored service model, leveraging our efficient physical, digital and process infrastructure sustainably.

We combine a technically led and digitally enabled approach with an exceptional team of experts; ultimately, it's our people that make the difference.

Our purpose, making amazing happen for a better world, reflects our focus on delivering results for people, planet and profit.

The Service Delivery Support Coordinator plays a critical role in ensuring smooth operational execution across our Solutions & Services team. This position partners closely with cross functional teams including Supply Chain, Custom Order and Technical Solutions Centers, Sales, Customer Success, and Business Development, and supports the end to end flow of information that enables our organization to deliver exceptional service to our internal and external customers and stakeholders.

By managing key internal systems, coordinating critical processes, and supporting day to day service delivery activities, this role helps drive consistency, reliability, and transparency throughout the solutions lifecycle.

This role is ideal for someone who thrives in a task driven environment and values collaboration in a fast paced setting.

• Work directly with internal supply chain teams and external manufacturers to address part shortages, expedite requests, and other fulfilment challenges.
• Communicate updated part availability and order status to internal stakeholders.
• Provide shipment tracking information to internal sales teams once orders have been fulfilled via the COSC or from an external partner. Ensure all orders are billed accordingly.
• Own and execute the material/BOM creation process on behalf of the CSM team.
• Process Custom Order reorders by confirming pricing is up-to-date and all other order-related details are accurate.
• Capture and maintain SPA pricing agreement data and provide timely reporting to Supply Chain.
• Administer capacity planning tool, ensuring all Sales Force opportunities are properly logged.

• Oversee the eProcurement admin inbox and route inquiries appropriately, including ensuring all eProcurement relationship requests are logged accordingly in Sales Force.
• Troubleshoot and resolve failed punchout orders.
• Monitor punchout parked orders and verify orders are processed in a timely manner.
• Manage eProcurement exceptions, ensuring all sold-to's are added to our approved customer database.
• Coordinate with internal and external EDI partners, such as SPS Commerce, to successfully onboard EDI customer integrations.
• Process 3rd-party partner marketplace PO in accordance with internal policies and procedures.
• Generate API keys and provide post-deployment support to customers as needed.
• Administrate and maintain eProcurement customer database.

• Serve as the Service Now administrator, maintaining user roles, permissions, and dashboards.
• Own all incoming Service Now tickets and ensure responses and resolutions align with established SLAs.
• Streamline Service Now ticket intake and incident escalation as required.
• Manage portal onboarding requests submitted through Service Now, including internal review process, password management, and reporting metrics.

• Oversee static catalog requests and ongoing catalog maintenance across internal and external customer platforms, ensuring accuracy, consistency, and timely updates.
• Support the maintenance of internal Solutions & Services SharePoint pages and Teams channels, ensuring content accuracy and accessibility.
• Perform additional tasks and responsibilities as assigned by the management team.

• 1-3 years of experience in service delivery, operations support, supply…