IGT Logistics Coordinator in Las Vegas, Nevada
Req No. 16988BR
Job Posting Title Logistics Coordinator
Location NV - Las Vegas
Employment Status Full Time
This position is responsible for providing first line point of contact to coordinate all scheduled activities with emphasis on meeting quarterly and annual targets. This position will at time act as the communication liaison working with all involved departments to ensure IGT and the customer’s goals are met. This position will respond to, resolve and document all incoming cases reported by customers via telephone, web, and other support channels as required.
The position performs additional tasks or projects to improve overall productivity, efficiency and level of service, as assigned This position also requires the flexibility to act autonomously at all times while adhering to overall department and company policies and procedures.
First Year Goals
•Facilitate prompt, open, complete and direct communication with customers while coordinating IGT installations, removals, conversions, PM’s, etc. Ensure IGT and customer expectations are aligned.
•Service processes include, creating service cases for service calls, track service tickets and follow through to ensure customer satisfaction.
•Coordinates all service activities including special projects as directed by immediate supervisor, and in collaboration of all other departments where necessary.
•Conducts ongoing planning based upon sales forecast, FS capacity, and customers’ logistical requirements, such as lead time, access and truck sizes allowable and jurisdictional compliance requirements.
•Works to ensure monthly, quarterly, and annual revenue recognition is met by scheduling activities within the specified timeline required.
•Works with FS Management to ensure proper skill levels are assigned and proper number of labor resources are dispatched to ensure commitments are met.
•Uses SAP to create and administer equipment delivery for the field installation of IGT products and systems. Coordinates delivery of products to match customer requested delivery date.
•Maintain spreadsheets and databases as required, and manages special projects assigned.
•Prepare FAQ's, upgrade notes, how-to documents and other basic support documents.
•Effectively utilizes customer support soft skills to maintain a positive working relationship between IGT and its customers and partners.
•Consistently updates all customer contact in SAP in accordance with SLA’s, utilizing the proper SAP codes to reflect the status of all deliveries and installations.
•Order administration includes occasional parts ordering, creating stock transfer and delivery documents, receipt of game and equipment into stock, validates installation and warranty documentation and track sale orders assigned.
•Takes ownership over sign administration including, processing sign installation and removal transactions in SAP, process sign movements, process material scrap reports, track sign rework, and refurbishment activities.
•Updates SAP on machine transfers, installations, conversions, software changes, revoked SW replacement, and other activities involving premium merchandise and serialized or peripheral equipment.
•Works with customers to access issues and problems, assist in troubleshooting tier 1 issues where possible and follows directions to resolve process issues.
•Analyze, classify, track, investigate, research and resolve assigned service installation issues in a timely, effective manner. Follows through to problem resolution.
•Handle complex or immediate issues with diplomacy, tact and in a professional manner.
•Properly escalates and communicates customer affecting issues to the correct IGT personnel and creates incident reports in JIRA to escalate technical issues for engineering.
•Associates/Bachelors Degree with emphasis in a technical field is preferred or a comparable combination of experience and education. Degree or certification in Gaming-related field highly preferred
•At least 1 - 3 years of experience in customer service, help desk, and/or call center support.
•Experienced working with ERP, CRM, Knowledgebase, and Portal applications.
•Proficient understanding of Microsoft Office products, ERP, and CRM.
•Technical client service skills which include working knowledge of gaming products.
•Excellent written and verbal communication skills. Capability of learning new software applications quickly.
•Must be able to obtain gaming license.
Special requirements needed
Able to stand an eight hour shift
Work overtime as needed
Must be at least 21 years of age
Able to obtain a Gaming License
Pass a background check
Keys To Success
• Drive results to achieve high-quality work results regardless of work complexity.
• Build collaborative relationships both internally and externally
• Decision making to identify and understand situations; identify opportunities to proactively resolve.
• Personal energy to proactively address situations and adopt a positive approach; resilience in front of change and obstacles.
• Self-leadership to continuously learn and develop oneself
• Foster innovation
Posting code: CB #LI-MM1