Requisition ID: 221986
Work Area: Consulting and Professional Services
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time

COMPANY DESCRIPTION
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

Job Overview:

 

As a Service Coordinator, you will be the primary point of contact for a defined customer group, working closely with functional and technical subject matter experts to communicate with customers regarding a variety of topics, ranging from support tickets to service performance and opportunities. The Service Coordinator will be responsible for ensuring clear, consistent communication and accountability for the overall customer communications experience. Primary competence should be communication skills and an interest in the delivery of solutions to meet business requirements related to Travel and Expense Management delivered in the cloud is essential.

 

Responsibilities:

 

• Establish and maintain a trusted relationship that works to ensure the customer’s overall satisfaction with our products and services.
• Manage the onboarding process, including client communications and initial requirements gathering and/or confirmation.
• Identify potential implementation challenges and communicate findings with Distribution and Success Delivery.
• Communicate with customers on issues and questions related to the use of Concur’s products and services. Review, edit and finalize the communication of solutions to issues and questions.
• Act as escalation point and conduit to engage appropriate members within internal teams to assign tasks and discuss possible resolutions to more technical challenges.
• Act with the customer in mind and demonstrate the ability to express empathy toward a customer that has raised issues or concerns.
• Manage multiple considerations, inquiries and concerns for clients concurrently, completing assigned tasks on schedule and within the designated timeframe.
• Document all important dates and customer interactions in CRM.
• Complete other activities and duties as needed.
• Be aware of, and comply with, all corporate policies.

                

 

Qualifications

Education, Experience & Training required:

• Business level Mandarin/Korean
• Four-year degree or equivalent experience.
• Demonstrated proficiency in written and verbal communications.

• Ability to pass a background check.

 

Job Specific Specialized Knowledge & Skills:

• Experience with software as a service preferred.

• Experience developing manual procedures, and supporting curriculum development and training efforts.
• Process Review and Development
• Successful experience working directly with customers.
• Effective verbal and written communication skills.
• Demonstrated ability to prioritize and manage workflow to meet deadlines.
• Demonstrated ability to establish and maintain an effective follow up system to ensure timely and accurate handling of information requests.
• Excellent organizational and planning skills.
• Communication Planning
• Learning Services (Knowledge Transfer) planning

 

Critical Performance Competencies:

• Personal Professional Effectiveness
• Communication and Influence
• Planning and Organizing
• Partnering
• Process Management / Quality
• Decisiveness / Judgment
• Business Acumen/Strategic Business Perspective
• Integrity/Savvy
• Innovation

 

Value Competencies:

• Displays passion for & responsibility to the customer
• Hires, develops & rewards great people
• Displays leadership through innovation in everything you do
• Displays a passion for what you do and a drive to improve
• Displays a relentless commitment to win
• Displays personal & corporate integrity

 

EEO:

• • Equal Opportunity Employer, M/F/D/V.

 

Physical and Cognitive or Mental Requirements:
Major Job activities – physical requirements:

• Use of computer and keyboard for extended periods of time on most or all workdays
• Use of telephone – throughout the workday as needed to conduct business
• Working under time pressure
• Working rapidly for long periods
• Communicating and interacting with others

Major Job activities – mental requirements:

• Multiple concurrent tasks
• Ability to perform under stress
• Reading and comprehension
• Writing
• Problem solving
• Confidentiality
• Customer contact

Working environment (where major activities are carried out):

• Indoors in an office or control room
• Occasional air travel may be required

 

Working hours:

• 40+ hours per week will typically be necessary to accomplish performance objectives and to provide satisfactory job presence and/or responsiveness
• Flexibility as to the specific working hours may be required or available

 

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WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.

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