Serviceexcellence Coordinator

**Description**

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

Job Summary

Service Excellence Coordinators are responsible for driving continuous improvement across Integrated Technology with a focus on improving the efficiency of processes as well as enhancing the customer experience.

Key Responsibilities

You will carry out project work to drive Services wide improvements using voice of the customer and voice of the business data in order to identify opportunities to optimise processes, identify cost savings, and enhance the customer experience.

You will undertake investigation and analysis of data and ways of working across Services in order to find efficiencies and opportunities to streamline processes.

You will produce quality, detailed and accurate Escalation reports that highlight the reasons for breakdown of service, using root cause analysis in order to identify and implement process improvement opportunities.

Lead and supporting on customer facing service recovery programmes will also part of your responsibilities.

Experience needed
- Experience and capability to manage multiple initiatives and work streams autonomously
- Excellent verbal and written communication skills
- Knowledge of Yellow and Green belt Lean Six Sigma highly desirable.
- Experience of running improvement initiatives in a contact centre or MSP environment.

**Who we are**:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

**What you can expect from us: Culture, coworkers, careers.**
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.