Typical Business Title(s): Customer Relations Representative, Customer Service Representative, Customer Support, Dispatch, Coordinateur, Customer Experience Advisor–Installation Support, Customer Relations Rep-PP; Service Project Mgr., Service Admin. and Business Intelligence,Senior Business Analyst Service
Definition: Operates Quadient’s helpdesk (the 1st line of support for customers experiencing remote and service issues). The aim of the job may include to ensure field activity effectiveness and customer satisfaction by adequately managing customer calls, activity planning of service activities, field-and technical support staff. Managing all other needed support to the field. If Dispatcher, will manage an important number of inbound and outbound calls. Ensure thatjobs are booked according to contract entitlement and responding to service calls. If Service Admin and Business Intelligence / Business Analyst Service: manage the KPIs of the service organization, dealing with daily data together with finance and technicians. High technical competencies. Provide quality assurance.
Is an entry-level position and may require basic knowledge of job procedures and tools, technical education is not necessarily required. May require the following proficiency:

• Problems are typically of a routine nature but may at times require interpretation or deviation from standard procedures
• Work is closely supervised
• Communicates information that requires little explanation or interpretatio
• For the USA: typically non-exempt position