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Workforce Planning & Performance Analyst
(Regular, Full time, Exempt)
The contact center Workforce Planning & Performance Analyst uses understanding of CRM and phone system database structures to collect, analyze, and interpret data to generate recurring and specialized reports of Customer Service work volume and content. This individual develops methods for identifying and communicating data patterns and trends in available information sources. Using trend and exception data, the Analyst forecasts, schedules, and adjusts daily staffing to handle standard and exceptional work volumes to achieve service level targets. S/He also develops recommendations to address problems/issues/changes and makes presentations to guide leadership staffing and performance management decisions.
Major Duties and Responsibilities:
· Develop models and queries - Collaborate with Customer Service leadership to conceptualize and define operational conditions and objectives. Collaborate with other departments as necessary. Define data requirements and gather and validate information, applying judgment and statistical tests. Formulate mathematical models of problems, relating constants and variables, restrictions, alternatives, conflicting objectives, and their numerical parameters. Create business intelligence tools or systems, including design of related databases, spreadsheets, or outputs. Evaluate sources of information to determine any limitations in terms of reliability or usability. Plan data collection methods for specific projects and determine the types and sizes of sample groups to be used.
· Compile and validate Information -Query and otherwise obtain information from all relevant sources. Gather and organize information or data on conditions, problems or procedures. Prepare data for processing by organizing information, checking for any inaccuracies, and adjusting and weighting the raw data. Evaluate the statistical methods and procedures used to obtain data to ensure validity, applicability, efficiency, and accuracy. Use management guidance and individual judgment to determine whether output is adequate, credible and accurate reflection of targeted operational element. Reformulate models as necessary.
· Report - Prepare standard and custom management reports organizing and summarizing staffing or operational information for review by executives, managers, staff, and other stakeholders. Disseminate data in a format that supports ready comprehension and use of information presented. Presentation will primarily be in written/electronic form, but will sometimes be oral and interactive to support use and understanding of output.
· Organize and Maintain - Enter, record, store, or maintain information in written or electronic/magnetic form. Review forms and reports and confer with management and users about format, distribution, and purpose, and to identify problems and improvements. Document specifications for business intelligence or information technology (IT) reports, dashboards, or other outputs.
· Schedule Staff - Create, publish and maintain master and daily Customer Service staff scheduling to achieve service level performance targets. Review, approve and track staff scheduling requests (vacation, illness, appointments…) to support appropriate staffing levels and accurate schedule. Make timely dynamic adjustments in response to changing conditions (absences, work volume offered…).
· Track Staff Time - Input or validate entries in company time tracking system (ChangePoint) and approve within Accounting/Human Resources deadlines. Create timesheets for all hourly staff, obtaining appropriate signatures and delivering to Payroll according to published schedule. Meaningfully categorize staff time worked to support analysis and reporting of resource allocation across functions and relevant tasks.
· Communicate with Supervisors, Peers, or Subordinates - Provide information related to scheduling and performance data to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Prepare explanatory documentation to support use of reports or procedures. Confer with personnel concerned to ensure successful functioning of scheduling and reporting systems or procedures.
· Perform other duties as requested by Director.
Qualifications:
Education and Experience:
Education:
· Bachelor´s degree in business or related field or equivalent experience
Experience:
· Customer Service - Three to five years in a busy inbound contact center environment. Demonstrated knowledge of principles and processes for providing customer service, including customer needs assessment, measuring standards for service, and evaluation of customer satisfaction.
· Data base user interface and query software - Minimum one year experience working with sophisticated database, developing custom queries and output reporting. Familiarity with one more of the following: Structured Query Language (SQL), SAP Business, Objects, MS Access.
Knowledge and Abilities
Knowledge:
Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology. Familiarity with MS Office Suite - Word, Excel, Powerpoint.
Abilities:
§ Mathematical Facility - ability to add, subtract, multiply, or divide quickly and correctly. The ability to choose the right mathematical methods or formulas to solve a problem.
§ Complex Problem Solving - Identify complex problems and review related information to develop and evaluate options and implement solutions. The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
§ Critical Thinking - ability to apply general rules to specific problems to produce answers that make sense. The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Consider the relative costs and benefits of potential actions to choose the most appropriate one.
Systems Analysis - Determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes. The ability to tell when something is wrong or is likely to go wrong.
§ Active Learning - Understand the implications of new information for both current and future problem-solving and decision-making.
§ Monitoring - Monitor/Assess performance of self, other individuals, or organizations to make improvements or take corrective action.
§ Written Communication - ability to read and understand information and ideas presented in writing. The ability to communicate information and ideas in writing as appropriate for the needs of the audience.
§ Oral Communication - ability to listen to and understand information and ideas presented through spoken words and sentences, and to ask appropriate questions. The ability to communicate information and ideas in speaking so others will understand.
§ Time Management - Manage one's own time and the time of others. Adjust actions in relation to deadlines and negotiated priorities.
Other Requirements:
Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Physical Demands:
Prolonged keyboard duties.
Access, input & retrieve information from a computer to produce reporting and typed copy, free of errors, without the assistance of another person.
Capacity to communicate and enunciate adequately, in person or via telephone, in a manner which can be understood by those with whom the employee is speaking.
Willingness and capacity to sit/stand for minimum periods of two hours at a time
Work Environment:
While performing the duties of this job, the employee may be exposed to various components of an office environment such as florescent lighting, pollen, dust, recycled air, cooling fans, VDTs, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise.
Application Procedure:
Email required cover letter and resume to lsanchez@techsoupglobal.org (send to wppa@techsoupglobal.orgafter after 2/12/10) with job title in subject heading.
Visit our website at: http://www.techsoupglobal.org/
No phone calls, please.
About TechSoup Global:
TechSoup Global is a nonprofit organization that has been successful in creating a suite of high impact services that facilitate corporate philanthropy and benefit community service organizations in a financially sustainable model. For more than two decades, our mission has been to work toward the day when every community service organization on the planet has access to the technology resources and information they need to achieve their own missions. Founded in 1987, we currently have more than 165 staff members and an annual budget of about $23 million. TechSoup Global helps other nonprofits better serve their missions by acquiring and using technology, implementing web and social networking, and receiving grant funding and product donations.
Working with capacity-building partners across the world, TechSoup Global is actively expanding our program outside the US. We establish partnerships with in-country NGOs to implement our highly effective product donation program, while adapting to local business practices, laws, and cultural imperatives. In the process, we’re building a global network of partners all focused on empowering NGOs through the effective use of technology. We’re in 22 countries to date and adding more each month.
Through our TechSoup Stock website, nonprofits find a broad range of software donated by leading tech companies such as Microsoft, Cisco, Symantec, Intuit, and Adobe, along with content and community resources tailored specifically for a nonprofit audience. To date we have enabled over $1 billion in technology donations world wide.
Based upon the strength of our global network, our expertise in building scalable web systems, our history of working both with donors and with recipient NGOs, and our experience building one of the fastest growing sustainable social enterprises, TechSoup Global was recently selected to build a new service for international philanthropy. Backed by major foundations and key philanthropy sector partners, this new service will create a global database of nonprofits and NGOs, making it easier and less costly for international grantmakers to provide cash grants to social benefit organizations in countries outside the U.S.
TechSoup Global is dedicated to creating and supporting an environment of openness, trust, and fun where people's differences are valued and respected, and where people of diverse backgrounds participate fully in our organization. We believe that the diverse cultures and perspectives of our staff will help us better serve our clients. TechSoup Global is an equal opportunity agency and will not allow discrimination based upon race, color, creed, religion, sex, marital status, domestic partner status, ancestry, national origin, weight, height, physical or mental handicap, pregnancy, medical condition, disability, sexual orientation, gender identity, citizenship, veteran status, AIDS/HIV status, age, or socioeconomic background.
Fulfillment Coordinator
(Regular, Non-Exempt, Full-Time)
Are you a dedicated professional who has experience in operations and customer service, with a strong track record? Do you enjoy working on a variety of projects in a team oriented environment? We may have the position for you! We are seeking a talented, enthusiastic, socially minded individual to join us in our Fulfillment Group. In this position, you will play an important role in helping eligible nonprofit organizations receive low cost software solutions to further the important work they do, as well as performing critical activities to assist in strengthening and broadening the impact and reach of our organization.
Position Summary:
As Fulfillment Coordinator, you will be part of a team that is collectively responsible for a variety of duties related to our donation fulfillment operations, including order and payment processing, sales reporting, inventory and warehouse management, shipping, receiving and returns. You will also act as a subject matter expert and act as a 3rd-tier point of escalation for troubleshooting and finding solutions to fulfillment-related issues coming from our customer service staff.
Team Duties and Responsibilities:
Order Fulfillment
· Complete order fulfillment process on a daily basis, or more often as needed according to business and customer service needs
· Administratively place orders that have been submitted by fax
· Transmit order information to vendors where necessary to complete order fulfillment process; follow up as needed to ensure all customers receive everything they need for their order
Payment Processing
· Promptly and accurately process credit card and check payments for customer orders
· Follow up with customers to resolve orders that have failed due to declined credit card or check payments
Inventory/Warehouse Management
· Complete daily shipping activities in a timely, accurate and efficient manner; supervise and guide shipping staff in completing these tasks to the same standards
· Receive and check in incoming product and supply shipments, and update all inventory records in a complete, accurate and timely manner
· Monitor inventory levels to help ensure that product “out of stocks” are kept to a minimum
· Perform inventory cycle counts on a regular basis to ensure accurate inventory records; perform complete inventory annually
· Maintain a clean and well-organized warehouse and shipping area
Product Returns and Reshipments
· Complete product return and reshipment transactions in a timely manner. Accurately and completely enter transaction information according to established procedures
· Monitor performance of all product return and reshipment activities, and work with supervisor to make ongoing improvements that will minimize errors and raise customer satisfaction levels
Customer Support
· Provide an excellent level of customer service both internally and externally
· Monitor and actively work fulfillment-related customer service queues, including but not limited to instant messaging, email, voicemail and telephone
· Assist customer service staff in resolving customer inquires and escalations involving order fulfillment, billing and payment status, product shipments, returns and reshipments, and other fulfillment-related issues as needed
· Research and resolve case tracker tickets created by Customer Service Department on fulfillment-related questions and issues
· Fully and accurately document customer support incidents in CRM database
· Act as front line contact with vendor partner contact where assigned to resolve fulfillment and other customer service issues
Fulfillment Systems Oversight
· Perform day-to-day monitoring and troubleshooting of fulfillment processes to ensure reliable order processing and data integrity
· Monitor performance of Enterprise Resource Planning (ERP) database and other connected databases to optimize performance, proactively uncover/fix problems and develop enhancements to fulfillment processes and standards
· Modify existing SQL queries to extract data from ERP database in order to assess and improve order fulfillment processes and inventory management
· Work with other departments to help ensure successful implementation (from an order fulfillment perspective} of new product and program launches
· Work with Fulfillment Supervisor to vet and prioritize potential bug fixes and enhancements
· Act as UAT resource for IT Department as needed on ERP-related bug fixes and enhancements
Fulfillment Data Reporting
· Work with other departments as needed to ensure accurate and timely reporting of product inventory, distribution and financial data to all stakeholders
General Duties and Responsibilities
· Attend one-on-one meetings with supervisor
· Attend monthly staff meetings, weekly product meetings and other meetings as appropriate
· Assist with other tasks and projects as directed by supervisor, including backup support and coverage for other team members and departments
Qualifications:
Education & Experience:
· Bachelors degree from an accredited college or university
· Minimum of 2 years of related experience in customer service or product support in a technology company
· Solid experience with ERP & CRM platforms (such as Axapta and Onyx) and other database systems
· SQL skills desired - ability to modify existing select statements to extract fulfillment-related data from ERP database
· Highly proficient with Microsoft Office applications, especially Outlook and Excel
· Internet savvy and proficient with standard computer equipment, laptops, printers, scanners and current hardware technologies
Skills & Abilities:
· Strong focus on data accuracy, consistency and attention to detail
· Skilled in managing multiple tasks and projects effectively, and adjusting priorities as required by changing business needs
· Ability to take ownership of a task or process and follow it through to timely completion with minimal supervision
· Self motivated, proactive work style
· Good judgment/problem solving ability
· Excellent customer service orientation with a professional demeanor
· Proven talent in working with cross functional teams in a very dynamic and fast-paced business environment
· Ability to communicate professionally and effectively with coworkers, customers, and donor partners, both verbally and in writing
· Commitment and ability to support and maintain a positive, collaborative and productive work environment
Other Requirements:
· Interest in learning about technology products and in working in the non-profit sector
· Ability to maintain a regular schedule during peak business hours, including scheduled rest periods
· Ability to occasionally work overtime and/or non-standard work schedules, based on business requirements
· Ability to perform the functions of the position in a safe and responsible manner
· Willingness to work in a warehouse environment
· Ability to lift and move up to 30 lbs. on a regular basis, and up to 50 lbs. on an occasional basis
· Ability to work at a computer keyboard for prolonged periods
Work Environment:
While performing the duties of this job, the employee may be exposed to various components of an office environment such as florescent lighting, pollen, dust, recycled air, cooling fans, VDTs, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise
Application Procedure:
Email required cover letter and resume to jlivermore@techsoupglobal.org with job title in subject heading.
Visit our website at: http://www.techsoupglobal.org/
No phone calls, please.
About TechSoup Global:
TechSoup Global is a nonprofit organization that has been successful in creating a suite of high impact services that facilitate corporate philanthropy and benefit community service organizations in a financially sustainable model. For more than two decades, our mission has been to work toward the day when every community service organization on the planet has access to the technology resources and information they need to achieve their own missions. Founded in 1987, we currently have more than 170 staff members and an annual budget of about $23 million. TechSoup Global helps other nonprofits better serve their missions by acquiring and using technology, implementing web and social networking, and receiving grant funding and product donations.
Working with capacity-building partners across the world, TechSoup Global is actively expanding our program outside the US. We establish partnerships with in-country NGOs to implement our highly effective product donation program, while adapting to local business practices, laws, and cultural imperatives. In the process, we’re building a global network of partners all focused on empowering NGOs through the effective use of technology. We’re in 22 countries to date and adding more each month.
Through our TechSoup Stock website, nonprofits find a broad range of software donated by leading tech companies such as Microsoft, Cisco, Symantec, Intuit, and Adobe, along with content and community resources tailored specifically for a nonprofit audience. To date we have enabled over $1 billion in technology donations world wide.
Based upon the strength of our global network, our expertise in building scalable web systems, our history of working both with donors and with recipient NGOs, and our experience building one of the fastest growing sustainable social enterprises, TechSoup Global was recently selected to build a new service for international philanthropy. Backed by major foundations and key philanthropy sector partners, this new service will create a global database of nonprofits and NGOs, making it easier and less costly for international grantmakers to provide cash grants to social benefit organizations in countries outside the U.S.
TechSoup Global is dedicated to creating and supporting an environment of openness, trust, and fun where people's differences are valued and respected, and where people of diverse backgrounds participate fully in our organization. We believe that the diverse cultures and perspectives of our staff will help us better serve our clients. TechSoup Global is an equal opportunity agency and will not allow discrimination based upon race, color, creed, religion, sex, marital status, domestic partner status, ancestry, national origin, weight, height, physical or mental handicap, pregnancy, medical condition, disability, sexual orientation, gender identity, citizenship, veteran status, AIDS/HIV status, age, or socioeconomic background.
Part-time Customer Service Representative I
(Regular, Part-time, Non-Exempt)
The part-time (20 hours/week) Customer Service Representative I provides customer service by phone, fax, TechSoup help forum, and email to address eligibility questions, registration issues, ordering questions, order status, and fulfillment support. The part-time Customer Service Representative I may also complete short-term projects related to the support of this or other departments, partners and customers as requested by management. This position reports to the CS Supervisor. The desired hours for this position are Monday through Friday, mornings between 8 A.M. and 1:30 P.M. (actual shift start and ending time can be negotiated). This regular, part-time, position does not come with any organization-sponsored benefits; however, this position may qualify for San Francisco-mandated benefits.
Major Duties and Responsibilities:
Follow documented or established procedures and guidelines to qualify the nonprofit status and eligibility of organizations to receive product donations. Follow documented or established procedures to securely process, track and store order, payment and shipment information electronically. Follow documented or established procedures to escalate duplicate accounts, eligibility and other issues appropriately to management team.
Respond with appropriate urgency to customer inquiries through phone, letter, e-mail and fax, documenting all activities in central database. Give full attention when interacting with a customer. Utilize active listening skills, repeating and paraphrasing information to accurately understand customer’s request/issue. Utilize TechSoup Global websites such as TechSoup.org, Techsoupglobal.org, and Netsquared.org as resources to answer customer questions. Sympathize and respond in a friendly manner to customer issues, demonstrating desire to find a satisfactory solution, including appropriate consultation and escalation. Assist customers with product research through TechSoup content (product pages, articles, blogs, webinars, and online forums). Assist customers in navigating partner websites. Provide limited technical support for products; troubleshooting, download support, etc. Solicit feedback and confirmation from the customer to assure necessary understanding and readiness for next steps (if any). Conduct all customer interactions in a manner that promotes satisfaction, good will and loyalty.
Speak clearly, at a moderate pace and medium volume, making appropriate adjustments based on customer feedback. Take notes and organize information so that you can explain or describe it with language and in a sequence that is logical and as simple as possible. Use correct spelling, appropriate common vocabulary, standard grammar and punctuation.
Maintain a system that identifies all uncompleted work for which you are responsible. Review uncompleted work at appropriate time intervals to assure timely response, progress and completion.
Consistently apply best energy, attitude and skills to standard, assigned and special project work. Utilize SpellCheck and other tools to catch and correct errors. Utilize flags, task lists, calendar reminders and other available tools to minimize duplicate efforts and assure proper workflow, prioritization and timely completion. Recognize the limitations of such tools and apply additional human measures to assure desired tone, accuracy, clarity, speed, and completeness are achieved.
Maintain excellent attendance, adhering to scheduled start/stop times and work assignments; obtain appropriate approval before deviating from the schedule. Document work activities so that others may understand historical and current state and seamlessly provide relevant assistance or service to customers. Attend and appropriately participate in product, training, staff and other meetings conducted to provide information relevant to completing job duties knowledgeably, efficiently and effectively. Ask questions and take notes to assure understanding and retention of information for both immediate and future use. Readily and productively assist co-workers when there is time or relevant expertise. Constructively identify conditions that impede or reduce the department’s ability to provide optimal service to customers. Contribute well-considered suggestions to enhance or improve CRC, cross-functional or company operations. Pick, pack, and ship software and other items as requested to support back office. Maintain the shipping area and warehouse (sweeping and organizing boxes) as requested to support back office.
Prepare for, attend and appropriately participate in one-on-one meetings with direct supervisor. Monitor individual performance against department standards. Set goals and seek guidance/intervention from direct Supervisor if not achieving desired results.
Perform other duties as requested by Manager or Supervisor.
Qualifications:
Education and Experience
Education:
Associates degree in business or related field or equivalent experience preferred
Experience:
· At lease one year experience in a high-volume contact center (calls and emails), highly desirable
Knowledge and Abilities
Knowledge:
Intermediate knowledge of MS Office Application Suite
Intermediate knowledge of Worldwide Web - navigation, terms, common formats/tools
Intermediate knowledge of Outlook - email filters, rules, flags; shared calendars
Intermediate knowledge of CRM and other database systems
Abilities:
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to show judgment and initiative to accomplish job duties
Ability to handle multiple projects and tasks, prioritizing and organizing effectively
Ability to make decisions and solve problems while working under pressure
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Other Requirements:
Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Physical Demands:
Prolonged telephone duties using handset, headset and computer located at the TechSoup Global facility
Prolonged keyboard duties
Access, input & retrieve information from a computer to produce typed copy, free of errors, without the assistance of another person
Willingness and capacity to work in a cubicle environment at a workstation, and to come and go repeatedly throughout the day as is necessary, to perform various responsibilities
Capacity to communicate and enunciate adequately, in person or via telephone, in a manner which can be understood by those with whom the employee is speaking
Capability of dialing or otherwise using a telephone to place calls
Capacity to pick up, leaf through and read books, files and other materials
Willingness and capacity to sit/stand for minimum periods of two hours at a time
Capacity to reach forward to a high of 48 inches, to a low of 15 inches, to the side 54 inches and to the low side 9 inches above the floor
Ability to lift and/or move up to 20 pounds
Ability to load discs and to change settings, devices, fixtures, etc., on various equipment used in and around TechSoup Global
Work Environment:
While performing the duties of this job, the employee may be exposed to various components of an office environment such as florescent lighting, pollen, dust, recycled air, cooling fans, VDTs, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise
Application Procedure:
Email required cover letter and resume to ptcsr@techsoupglobal.org with job title in subject heading.
Visit our website at: http://www.techsoupglobal.org/
No phone calls, please.
About TechSoup Global:
TechSoup Global is a nonprofit organization that has been successful in creating a suite of high impact services that facilitate corporate philanthropy and benefit community service organizations in a financially sustainable model. For more than two decades, our mission has been to work toward the day when every community service organization on the planet has access to the technology resources and information they need to achieve their own missions. Founded in 1987, we currently have more than 165 staff members and an annual budget of about $23 million. TechSoup Global helps other nonprofits better serve their missions by acquiring and using technology, implementing web and social networking, and receiving grant funding and product donations.
Working with capacity-building partners across the world, TechSoup Global is actively expanding our program outside the US. We establish partnerships with in-country NGOs to implement our highly effective product donation program, while adapting to local business practices, laws, and cultural imperatives. In the process, we’re building a global network of partners all focused on empowering NGOs through the effective use of technology. We’re in 22 countries to date and adding more each month.
Through our TechSoup Stock website, nonprofits find a broad range of software donated by leading tech companies such as Microsoft, Cisco, Symantec, Intuit, and Adobe, along with content and community resources tailored specifically for a nonprofit audience. To date we have enabled over $1 billion in technology donations world wide.
Based upon the strength of our global network, our expertise in building scalable web systems, our history of working both with donors and with recipient NGOs, and our experience building one of the fastest growing sustainable social enterprises, TechSoup Global was recently selected to build a new service for international philanthropy. Backed by major foundations and key philanthropy sector partners, this new service will create a global database of nonprofits and NGOs, making it easier and less costly for international grantmakers to provide cash grants to social benefit organizations in countries outside the U.S.
TechSoup Global is dedicated to creating and supporting an environment of openness, trust, and fun where people's differences are valued and respected, and where people of diverse backgrounds participate fully in our organization. We believe that the diverse cultures and perspectives of our staff will help us better serve our clients. TechSoup Global is an equal opportunity agency and will not allow discrimination based upon race, color, creed, religion, sex, marital status, domestic partner status, ancestry, national origin, weight, height, physical or mental handicap, pregnancy, medical condition, disability, sexual orientation, gender identity, citizenship, veteran status, AIDS/HIV status, age, or socioeconomic background.
Workforce Planning & Performance Analyst
(Regular, Full time, Exempt)
The contact center Workforce Planning & Performance Analyst uses understanding of CRM and phone system database structures to collect, analyze, and interpret data to generate recurring and specialized reports of Customer Service work volume and content. This individual develops methods for identifying and communicating data patterns and trends in available information sources. Using trend and exception data, the Analyst forecasts, schedules, and adjusts daily staffing to handle standard and exceptional work volumes to achieve service level targets. S/He also develops recommendations to address problems/issues/changes and makes presentations to guide leadership staffing and performance management decisions.
Major Duties and Responsibilities:
· Develop models and queries - Collaborate with Customer Service leadership to conceptualize and define operational conditions and objectives. Collaborate with other departments as necessary. Define data requirements and gather and validate information, applying judgment and statistical tests. Formulate mathematical models of problems, relating constants and variables, restrictions, alternatives, conflicting objectives, and their numerical parameters. Create business intelligence tools or systems, including design of related databases, spreadsheets, or outputs. Evaluate sources of information to determine any limitations in terms of reliability or usability. Plan data collection methods for specific projects and determine the types and sizes of sample groups to be used.
· Compile and validate Information -Query and otherwise obtain information from all relevant sources. Gather and organize information or data on conditions, problems or procedures. Prepare data for processing by organizing information, checking for any inaccuracies, and adjusting and weighting the raw data. Evaluate the statistical methods and procedures used to obtain data to ensure validity, applicability, efficiency, and accuracy. Use management guidance and individual judgment to determine whether output is adequate, credible and accurate reflection of targeted operational element. Reformulate models as necessary.
· Report - Prepare standard and custom management reports organizing and summarizing staffing or operational information for review by executives, managers, staff, and other stakeholders. Disseminate data in a format that supports ready comprehension and use of information presented. Presentation will primarily be in written/electronic form, but will sometimes be oral and interactive to support use and understanding of output.
· Organize and Maintain - Enter, record, store, or maintain information in written or electronic/magnetic form. Review forms and reports and confer with management and users about format, distribution, and purpose, and to identify problems and improvements. Document specifications for business intelligence or information technology (IT) reports, dashboards, or other outputs.
· Schedule Staff - Create, publish and maintain master and daily Customer Service staff scheduling to achieve service level performance targets. Review, approve and track staff scheduling requests (vacation, illness, appointments…) to support appropriate staffing levels and accurate schedule. Make timely dynamic adjustments in response to changing conditions (absences, work volume offered…).
· Track Staff Time - Input or validate entries in company time tracking system (ChangePoint) and approve within Accounting/Human Resources deadlines. Create timesheets for all hourly staff, obtaining appropriate signatures and delivering to Payroll according to published schedule. Meaningfully categorize staff time worked to support analysis and reporting of resource allocation across functions and relevant tasks.
· Communicate with Supervisors, Peers, or Subordinates - Provide information related to scheduling and performance data to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Prepare explanatory documentation to support use of reports or procedures. Confer with personnel concerned to ensure successful functioning of scheduling and reporting systems or procedures.
· Perform other duties as requested by Director.
Qualifications:
Education and Experience:
Education:
· Bachelor´s degree in business or related field or equivalent experience
Experience:
· Customer Service - Three to five years in a busy inbound contact center environment. Demonstrated knowledge of principles and processes for providing customer service, including customer needs assessment, measuring standards for service, and evaluation of customer satisfaction.
· Data base user interface and query software - Minimum one year experience working with sophisticated database, developing custom queries and output reporting. Familiarity with one more of the following: Structured Query Language (SQL), SAP Business, Objects, MS Access.
Knowledge and Abilities
Knowledge:
Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology. Familiarity with MS Office Suite - Word, Excel, Powerpoint.
Abilities:
§ Mathematical Facility - ability to add, subtract, multiply, or divide quickly and correctly. The ability to choose the right mathematical methods or formulas to solve a problem.
§ Complex Problem Solving - Identify complex problems and review related information to develop and evaluate options and implement solutions. The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
§ Critical Thinking - ability to apply general rules to specific problems to produce answers that make sense. The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Consider the relative costs and benefits of potential actions to choose the most appropriate one.
Systems Analysis - Determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes. The ability to tell when something is wrong or is likely to go wrong.
§ Active Learning - Understand the implications of new information for both current and future problem-solving and decision-making.
§ Monitoring - Monitor/Assess performance of self, other individuals, or organizations to make improvements or take corrective action.
§ Written Communication - ability to read and understand information and ideas presented in writing. The ability to communicate information and ideas in writing as appropriate for the needs of the audience.
§ Oral Communication - ability to listen to and understand information and ideas presented through spoken words and sentences, and to ask appropriate questions. The ability to communicate information and ideas in speaking so others will understand.
§ Time Management - Manage one's own time and the time of others. Adjust actions in relation to deadlines and negotiated priorities.
Other Requirements:
Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Physical Demands:
Prolonged keyboard duties.
Access, input & retrieve information from a computer to produce reporting and typed copy, free of errors, without the assistance of another person.
Capacity to communicate and enunciate adequately, in person or via telephone, in a manner which can be understood by those with whom the employee is speaking.
Willingness and capacity to sit/stand for minimum periods of two hours at a time
Work Environment:
While performing the duties of this job, the employee may be exposed to various components of an office environment such as florescent lighting, pollen, dust, recycled air, cooling fans, VDTs, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise.
Application Procedure:
Email required cover letter and resume to lsanchez@techsoupglobal.org (send to wppa@techsoupglobal.orgafter after 2/12/10) with job title in subject heading.
Visit our website at: http://www.techsoupglobal.org/
No phone calls, please.
About TechSoup Global:
TechSoup Global is a nonprofit organization that has been successful in creating a suite of high impact services that facilitate corporate philanthropy and benefit community service organizations in a financially sustainable model. For more than two decades, our mission has been to work toward the day when every community service organization on the planet has access to the technology resources and information they need to achieve their own missions. Founded in 1987, we currently have more than 165 staff members and an annual budget of about $23 million. TechSoup Global helps other nonprofits better serve their missions by acquiring and using technology, implementing web and social networking, and receiving grant funding and product donations.
Working with capacity-building partners across the world, TechSoup Global is actively expanding our program outside the US. We establish partnerships with in-country NGOs to implement our highly effective product donation program, while adapting to local business practices, laws, and cultural imperatives. In the process, we’re building a global network of partners all focused on empowering NGOs through the effective use of technology. We’re in 22 countries to date and adding more each month.
Through our TechSoup Stock website, nonprofits find a broad range of software donated by leading tech companies such as Microsoft, Cisco, Symantec, Intuit, and Adobe, along with content and community resources tailored specifically for a nonprofit audience. To date we have enabled over $1 billion in technology donations world wide.
Based upon the strength of our global network, our expertise in building scalable web systems, our history of working both with donors and with recipient NGOs, and our experience building one of the fastest growing sustainable social enterprises, TechSoup Global was recently selected to build a new service for international philanthropy. Backed by major foundations and key philanthropy sector partners, this new service will create a global database of nonprofits and NGOs, making it easier and less costly for international grantmakers to provide cash grants to social benefit organizations in countries outside the U.S.
TechSoup Global is dedicated to creating and supporting an environment of openness, trust, and fun where people's differences are valued and respected, and where people of diverse backgrounds participate fully in our organization. We believe that the diverse cultures and perspectives of our staff will help us better serve our clients. TechSoup Global is an equal opportunity agency and will not allow discrimination based upon race, color, creed, religion, sex, marital status, domestic partner status, ancestry, national origin, weight, height, physical or mental handicap, pregnancy, medical condition, disability, sexual orientation, gender identity, citizenship, veteran status, AIDS/HIV status, age, or socioeconomic background.
Fulfillment Coordinator
(Regular, Non-Exempt, Full-Time)
Are you a dedicated professional who has experience in operations and customer service, with a strong track record? Do you enjoy working on a variety of projects in a team oriented environment? We may have the position for you! We are seeking a talented, enthusiastic, socially minded individual to join us in our Fulfillment Group. In this position, you will play an important role in helping eligible nonprofit organizations receive low cost software solutions to further the important work they do, as well as performing critical activities to assist in strengthening and broadening the impact and reach of our organization.
Position Summary:
As Fulfillment Coordinator, you will be part of a team that is collectively responsible for a variety of duties related to our donation fulfillment operations, including order and payment processing, sales reporting, inventory and warehouse management, shipping, receiving and returns. You will also act as a subject matter expert and act as a 3rd-tier point of escalation for troubleshooting and finding solutions to fulfillment-related issues coming from our customer service staff.
Team Duties and Responsibilities:
Order Fulfillment
· Complete order fulfillment process on a daily basis, or more often as needed according to business and customer service needs
· Administratively place orders that have been submitted by fax
· Transmit order information to vendors where necessary to complete order fulfillment process; follow up as needed to ensure all customers receive everything they need for their order
Payment Processing
· Promptly and accurately process credit card and check payments for customer orders
· Follow up with customers to resolve orders that have failed due to declined credit card or check payments
Inventory/Warehouse Management
· Complete daily shipping activities in a timely, accurate and efficient manner; supervise and guide shipping staff in completing these tasks to the same standards
· Receive and check in incoming product and supply shipments, and update all inventory records in a complete, accurate and timely manner
· Monitor inventory levels to help ensure that product “out of stocks” are kept to a minimum
· Perform inventory cycle counts on a regular basis to ensure accurate inventory records; perform complete inventory annually
· Maintain a clean and well-organized warehouse and shipping area
Product Returns and Reshipments
· Complete product return and reshipment transactions in a timely manner. Accurately and completely enter transaction information according to established procedures
· Monitor performance of all product return and reshipment activities, and work with supervisor to make ongoing improvements that will minimize errors and raise customer satisfaction levels
Customer Support
· Provide an excellent level of customer service both internally and externally
· Monitor and actively work fulfillment-related customer service queues, including but not limited to instant messaging, email, voicemail and telephone
· Assist customer service staff in resolving customer inquires and escalations involving order fulfillment, billing and payment status, product shipments, returns and reshipments, and other fulfillment-related issues as needed
· Research and resolve case tracker tickets created by Customer Service Department on fulfillment-related questions and issues
· Fully and accurately document customer support incidents in CRM database
· Act as front line contact with vendor partner contact where assigned to resolve fulfillment and other customer service issues
Fulfillment Systems Oversight
· Perform day-to-day monitoring and troubleshooting of fulfillment processes to ensure reliable order processing and data integrity
· Monitor performance of Enterprise Resource Planning (ERP) database and other connected databases to optimize performance, proactively uncover/fix problems and develop enhancements to fulfillment processes and standards
· Modify existing SQL queries to extract data from ERP database in order to assess and improve order fulfillment processes and inventory management
· Work with other departments to help ensure successful implementation (from an order fulfillment perspective} of new product and program launches
· Work with Fulfillment Supervisor to vet and prioritize potential bug fixes and enhancements
· Act as UAT resource for IT Department as needed on ERP-related bug fixes and enhancements
Fulfillment Data Reporting
· Work with other departments as needed to ensure accurate and timely reporting of product inventory, distribution and financial data to all stakeholders
General Duties and Responsibilities
· Attend one-on-one meetings with supervisor
· Attend monthly staff meetings, weekly product meetings and other meetings as appropriate
· Assist with other tasks and projects as directed by supervisor, including backup support and coverage for other team members and departments
Qualifications:
Education & Experience:
· Bachelors degree from an accredited college or university
· Minimum of 2 years of related experience in customer service or product support in a technology company
· Solid experience with ERP & CRM platforms (such as Axapta and Onyx) and other database systems
· SQL skills desired - ability to modify existing select statements to extract fulfillment-related data from ERP database
· Highly proficient with Microsoft Office applications, especially Outlook and Excel
· Internet savvy and proficient with standard computer equipment, laptops, printers, scanners and current hardware technologies
Skills & Abilities:
· Strong focus on data accuracy, consistency and attention to detail
· Skilled in managing multiple tasks and projects effectively, and adjusting priorities as required by changing business needs
· Ability to take ownership of a task or process and follow it through to timely completion with minimal supervision
· Self motivated, proactive work style
· Good judgment/problem solving ability
· Excellent customer service orientation with a professional demeanor
· Proven talent in working with cross functional teams in a very dynamic and fast-paced business environment
· Ability to communicate professionally and effectively with coworkers, customers, and donor partners, both verbally and in writing
· Commitment and ability to support and maintain a positive, collaborative and productive work environment
Other Requirements:
· Interest in learning about technology products and in working in the non-profit sector
· Ability to maintain a regular schedule during peak business hours, including scheduled rest periods
· Ability to occasionally work overtime and/or non-standard work schedules, based on business requirements
· Ability to perform the functions of the position in a safe and responsible manner
· Willingness to work in a warehouse environment
· Ability to lift and move up to 30 lbs. on a regular basis, and up to 50 lbs. on an occasional basis
· Ability to work at a computer keyboard for prolonged periods
Work Environment:
While performing the duties of this job, the employee may be exposed to various components of an office environment such as florescent lighting, pollen, dust, recycled air, cooling fans, VDTs, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise
Application Procedure:
Email required cover letter and resume to jlivermore@techsoupglobal.org with job title in subject heading.
Visit our website at: http://www.techsoupglobal.org/
No phone calls, please.
About TechSoup Global:
TechSoup Global is a nonprofit organization that has been successful in creating a suite of high impact services that facilitate corporate philanthropy and benefit community service organizations in a financially sustainable model. For more than two decades, our mission has been to work toward the day when every community service organization on the planet has access to the technology resources and information they need to achieve their own missions. Founded in 1987, we currently have more than 170 staff members and an annual budget of about $23 million. TechSoup Global helps other nonprofits better serve their missions by acquiring and using technology, implementing web and social networking, and receiving grant funding and product donations.
Working with capacity-building partners across the world, TechSoup Global is actively expanding our program outside the US. We establish partnerships with in-country NGOs to implement our highly effective product donation program, while adapting to local business practices, laws, and cultural imperatives. In the process, we’re building a global network of partners all focused on empowering NGOs through the effective use of technology. We’re in 22 countries to date and adding more each month.
Through our TechSoup Stock website, nonprofits find a broad range of software donated by leading tech companies such as Microsoft, Cisco, Symantec, Intuit, and Adobe, along with content and community resources tailored specifically for a nonprofit audience. To date we have enabled over $1 billion in technology donations world wide.
Based upon the strength of our global network, our expertise in building scalable web systems, our history of working both with donors and with recipient NGOs, and our experience building one of the fastest growing sustainable social enterprises, TechSoup Global was recently selected to build a new service for international philanthropy. Backed by major foundations and key philanthropy sector partners, this new service will create a global database of nonprofits and NGOs, making it easier and less costly for international grantmakers to provide cash grants to social benefit organizations in countries outside the U.S.
TechSoup Global is dedicated to creating and supporting an environment of openness, trust, and fun where people's differences are valued and respected, and where people of diverse backgrounds participate fully in our organization. We believe that the diverse cultures and perspectives of our staff will help us better serve our clients. TechSoup Global is an equal opportunity agency and will not allow discrimination based upon race, color, creed, religion, sex, marital status, domestic partner status, ancestry, national origin, weight, height, physical or mental handicap, pregnancy, medical condition, disability, sexual orientation, gender identity, citizenship, veteran status, AIDS/HIV status, age, or socioeconomic background.
Part-time Customer Service Representative I
(Regular, Part-time, Non-Exempt)
The part-time (20 hours/week) Customer Service Representative I provides customer service by phone, fax, TechSoup help forum, and email to address eligibility questions, registration issues, ordering questions, order status, and fulfillment support. The part-time Customer Service Representative I may also complete short-term projects related to the support of this or other departments, partners and customers as requested by management. This position reports to the CS Supervisor. The desired hours for this position are Monday through Friday, mornings between 8 A.M. and 1:30 P.M. (actual shift start and ending time can be negotiated). This regular, part-time, position does not come with any organization-sponsored benefits; however, this position may qualify for San Francisco-mandated benefits.
Major Duties and Responsibilities:
Follow documented or established procedures and guidelines to qualify the nonprofit status and eligibility of organizations to receive product donations. Follow documented or established procedures to securely process, track and store order, payment and shipment information electronically. Follow documented or established procedures to escalate duplicate accounts, eligibility and other issues appropriately to management team.
Respond with appropriate urgency to customer inquiries through phone, letter, e-mail and fax, documenting all activities in central database. Give full attention when interacting with a customer. Utilize active listening skills, repeating and paraphrasing information to accurately understand customer’s request/issue. Utilize TechSoup Global websites such as TechSoup.org, Techsoupglobal.org, and Netsquared.org as resources to answer customer questions. Sympathize and respond in a friendly manner to customer issues, demonstrating desire to find a satisfactory solution, including appropriate consultation and escalation. Assist customers with product research through TechSoup content (product pages, articles, blogs, webinars, and online forums). Assist customers in navigating partner websites. Provide limited technical support for products; troubleshooting, download support, etc. Solicit feedback and confirmation from the customer to assure necessary understanding and readiness for next steps (if any). Conduct all customer interactions in a manner that promotes satisfaction, good will and loyalty.
Speak clearly, at a moderate pace and medium volume, making appropriate adjustments based on customer feedback. Take notes and organize information so that you can explain or describe it with language and in a sequence that is logical and as simple as possible. Use correct spelling, appropriate common vocabulary, standard grammar and punctuation.
Maintain a system that identifies all uncompleted work for which you are responsible. Review uncompleted work at appropriate time intervals to assure timely response, progress and completion.
Consistently apply best energy, attitude and skills to standard, assigned and special project work. Utilize SpellCheck and other tools to catch and correct errors. Utilize flags, task lists, calendar reminders and other available tools to minimize duplicate efforts and assure proper workflow, prioritization and timely completion. Recognize the limitations of such tools and apply additional human measures to assure desired tone, accuracy, clarity, speed, and completeness are achieved.
Maintain excellent attendance, adhering to scheduled start/stop times and work assignments; obtain appropriate approval before deviating from the schedule. Document work activities so that others may understand historical and current state and seamlessly provide relevant assistance or service to customers. Attend and appropriately participate in product, training, staff and other meetings conducted to provide information relevant to completing job duties knowledgeably, efficiently and effectively. Ask questions and take notes to assure understanding and retention of information for both immediate and future use. Readily and productively assist co-workers when there is time or relevant expertise. Constructively identify conditions that impede or reduce the department’s ability to provide optimal service to customers. Contribute well-considered suggestions to enhance or improve CRC, cross-functional or company operations. Pick, pack, and ship software and other items as requested to support back office. Maintain the shipping area and warehouse (sweeping and organizing boxes) as requested to support back office.
Prepare for, attend and appropriately participate in one-on-one meetings with direct supervisor. Monitor individual performance against department standards. Set goals and seek guidance/intervention from direct Supervisor if not achieving desired results.
Perform other duties as requested by Manager or Supervisor.
Qualifications:
Education and Experience
Education:
Associates degree in business or related field or equivalent experience preferred
Experience:
· At lease one year experience in a high-volume contact center (calls and emails), highly desirable
Knowledge and Abilities
Knowledge:
Intermediate knowledge of MS Office Application Suite
Intermediate knowledge of Worldwide Web - navigation, terms, common formats/tools
Intermediate knowledge of Outlook - email filters, rules, flags; shared calendars
Intermediate knowledge of CRM and other database systems
Abilities:
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to show judgment and initiative to accomplish job duties
Ability to handle multiple projects and tasks, prioritizing and organizing effectively
Ability to make decisions and solve problems while working under pressure
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Other Requirements:
Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Physical Demands:
Prolonged telephone duties using handset, headset and computer located at the TechSoup Global facility
Prolonged keyboard duties
Access, input & retrieve information from a computer to produce typed copy, free of errors, without the assistance of another person
Willingness and capacity to work in a cubicle environment at a workstation, and to come and go repeatedly throughout the day as is necessary, to perform various responsibilities
Capacity to communicate and enunciate adequately, in person or via telephone, in a manner which can be understood by those with whom the employee is speaking
Capability of dialing or otherwise using a telephone to place calls
Capacity to pick up, leaf through and read books, files and other materials
Willingness and capacity to sit/stand for minimum periods of two hours at a time
Capacity to reach forward to a high of 48 inches, to a low of 15 inches, to the side 54 inches and to the low side 9 inches above the floor
Ability to lift and/or move up to 20 pounds
Ability to load discs and to change settings, devices, fixtures, etc., on various equipment used in and around TechSoup Global
Work Environment:
While performing the duties of this job, the employee may be exposed to various components of an office environment such as florescent lighting, pollen, dust, recycled air, cooling fans, VDTs, semi-enclosed areas, central heating, seasonal warmer temperatures and office noise
Application Procedure:
Email required cover letter and resume to ptcsr@techsoupglobal.org with job title in subject heading.
Visit our website at: http://www.techsoupglobal.org/
No phone calls, please.
About TechSoup Global:
TechSoup Global is a nonprofit organization that has been successful in creating a suite of high impact services that facilitate corporate philanthropy and benefit community service organizations in a financially sustainable model. For more than two decades, our mission has been to work toward the day when every community service organization on the planet has access to the technology resources and information they need to achieve their own missions. Founded in 1987, we currently have more than 165 staff members and an annual budget of about $23 million. TechSoup Global helps other nonprofits better serve their missions by acquiring and using technology, implementing web and social networking, and receiving grant funding and product donations.
Working with capacity-building partners across the world, TechSoup Global is actively expanding our program outside the US. We establish partnerships with in-country NGOs to implement our highly effective product donation program, while adapting to local business practices, laws, and cultural imperatives. In the process, we’re building a global network of partners all focused on empowering NGOs through the effective use of technology. We’re in 22 countries to date and adding more each month.
Through our TechSoup Stock website, nonprofits find a broad range of software donated by leading tech companies such as Microsoft, Cisco, Symantec, Intuit, and Adobe, along with content and community resources tailored specifically for a nonprofit audience. To date we have enabled over $1 billion in technology donations world wide.
Based upon the strength of our global network, our expertise in building scalable web systems, our history of working both with donors and with recipient NGOs, and our experience building one of the fastest growing sustainable social enterprises, TechSoup Global was recently selected to build a new service for international philanthropy. Backed by major foundations and key philanthropy sector partners, this new service will create a global database of nonprofits and NGOs, making it easier and less costly for international grantmakers to provide cash grants to social benefit organizations in countries outside the U.S.
TechSoup Global is dedicated to creating and supporting an environment of openness, trust, and fun where people's differences are valued and respected, and where people of diverse backgrounds participate fully in our organization. We believe that the diverse cultures and perspectives of our staff will help us better serve our clients. TechSoup Global is an equal opportunity agency and will not allow discrimination based upon race, color, creed, religion, sex, marital status, domestic partner status, ancestry, national origin, weight, height, physical or mental handicap, pregnancy, medical condition, disability, sexual orientation, gender identity, citizenship, veteran status, AIDS/HIV status, age, or socioeconomic background.