New

Customer Services Support Operator 2

Ampcus, Inc
United States, North Carolina, Cary
Oct 02, 2025
Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team. Job Title: Customer Services Support Operator 2 Location(s): Cary, NC Key Responsibilities: This is a role well suited to an ambitious professional, looking for the next step in their career. As a Customer Service Coordinator, you will be responsible for: Owning the E2E planning for the allocation and deployment of field resources in a highly dynamic environment. Applying critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources. Owning customer communications E2E for all service events. Navigating complex discussions with customers when scheduling appointments. Management and application of prioritization logic that aligns with customer commitments. Owning the deployment of field resources; is the decision maker, coordinates with field management displaying strong influencing & collaborative skills. Manage capacity planning to meet cyclical demand ensuring delivery of customer commitments. Ability to utilize problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment. Key Working Relationships: This position requires engaging with a diverse multinational audience, including global business lines, country business areas, external customers, field management team, Customer Care Center, Education Services, CSML, Finance, Services Marketing, Customer Administration, Business Process Engineering (Quality), and Regulatory Affairs. Building strong working relationships with these key stakeholders is critical for success in this role. Requirements for the Customer Service Coordinator role include: A Bachelor's degree or equivalent experience. Proficiency in software applications such as Microsoft Outlook, Word, and Excel. Knowledge of SAP is preferred but not required. Strong communication skills, both verbal and written, are necessary to effectively communicate with customers, internal partners, and diverse audiences. Ability to support complex projects and determine the critical path to improve timely performance is essential. The candidate should be able to independently perform important areas of standard professional level work that typically requires processing and interpreting more complex, less clearly defined issues. Strong organizational and time management skills with exceptional attention to detail is required. The candidate should be able to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrity. Self-starter, self-motivated, high level of initiative, embraces an ownership culture. Customer facing experience is preferred. Knowledge of SAP a plus but not required. You have good PC skills (MS Office software like Word, PowerPoint, Excel and Outlook). LEAN/6 Sigma methodology a plus but not required. Experience or knowledge of our business in the United States preferred. Core Qualities to Look For: 1. Detail Orientation & Prioritization Skills Coordinators must manage multiple notifications and prioritize based on urgency, contract type, and customer impact. Candidates should demonstrate the ability to interpret priority scores, effect codes, and contract deliverables to make informed decisions. We will provide training for our specific process. 2. Communication & Customer Interaction Strong verbal and written communication are essential. Coordinators are often the first point of contact for customers and must deliver ETAs, clarify service expectations, and manage escalations professionally. 3. Technical & System Fluency Familiarity with dispatching platforms (e.g., CAD, Microsoft Suite) and the ability to interpret system-generated data (e.g., workload, proximity, credential restrictions) is key. Candidates should be comfortable navigating dashboards and using structured data to guide decisions. 4. Scheduling & Optimization Mindset The role involves dynamic prioritization and re-scheduling based on field conditions. Look for candidates who can think in terms of optimization-balancing workload, proximity, and customer preferences to achieve best outcomes 5. Emotional Intelligence & Team Collaboration Dispatching is a high-pressure environment. Candidates should show resilience, empathy, and the ability to collaborate with field engineers, customer service teams, and leadership. Customer Service Coordinator Schedules 2 roles for the 3 PM - 12 AM. 1 role for 11 - 8 PM Remainder 10 spots split between 7 AM, 8 AM, 9 AM & 10 PM start Will these roles be onsite, remote, or hybrid? The 3 PM start will be remote. All other roles will be hybrid (3 days in the office). Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.