Work Request Coordinator

· North America, Ontario
Employment Type Full-Time
Minimum Experience Mid-level

*The successful candidate will be located in our Vancouver, Kitchener, or Chicago office.*


About Conexiom:


Conexiom is a cloud-based, purpose-built automation platform that automates the most critical and complex B2B document transactions between buyers and sellers. Manufacturers and distributors across the globe, such as Grainger, Genpak, Honeywell, and Lonza, trust Conexiom to create resilient operations that scale, drive growth, reduce costs, and build frictionless relationships with their customers. Conexiom is based in Vancouver, British Columbia, and has offices in Kitchener, Ontario; London, England; and Chicago, Illinois. VisitConexiom.com.


Conexiom embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are working to ensure that the profile of our staff reflects the profile of the communities we work in and serve. For that reason, we seek resumes and expressions of interest from a broad and diverse talent pool. Strength comes from the inclusion of diverse perspectives and experiences. 

 

About the Role:

 

If you are looking to grow your professional experience and get exposure to the inner workings of a rapidly scaling software organization, the Work Request Coordinator role could be a great fit for you!

 

The Work Request Coordinator role is responsible for the ongoing efficient operations of Conexiom’s Services department. This operational role will require a candidate to simultaneously evaluate and balance multiple criteria to prioritize discrete work requests and determine what the most important thing is for team members to be working on each day. The Work Request Coordinator will be immersed in the backlog for several different types of work requests and will use different operational systems to prioritize and track work.

 

This role will have a substantial impact on the Conexiom customer experience and the overall success of Conexiom’s Services department. The right candidate will learn about key business operations and work directly with Services Operations leadership to implement strategies to improve our customers’ experience with Conexiom.

 

Responsibilities:

 

Work Request Queue Management (60%):

  • Manage the task backlog for both configuration and development requests, balancing available resource capacity and evolving client priorities
  • Make work prioritization decisions that align with identified business objectives (e.g. achieving service level objectives, moving a particular set of work requests through the lifecycle, etc.)
  • Monitor the status of task backlog closely (using Kanban board, operational systems, etc.) to ensure that tasks are efficiently progressing through the lifecycle
  • Collaborate with departmental team leads as needed to direct resource capacity to high priority requests

              

Manage Expedite Requests (20%):

  • Receive expedite requests and balance expedite decisions across multiple variables (e.g. work backlog size, business rationale for the expedite request, resource availability, requested completion time, etc.)
  • Communicate with expedite requestors to let the know the status of the request, likelihood of completion within requested timeframe, and expected completion time
  • Provide ongoing visibility into the status and estimated completion time for each expedite request until the work is completed

 

Track Service Level Objectives (20%):

  • Track performance against goals for work request delivery
    • Pull data from operational systems to populate tracking tools for recording delivery performance information
    • Monitor Service Level Objective performance and trends
    • Analyze historical and forecasted data to identify trends related to work processing and resource capacity
  • Proactively identify changes to prioritization processes to better support Service Level Objectives and departmental efficiency

 

Qualifications:


  • Minimum of 1 year of experience leveraging software and other technical solutions to manage workflow
  • High level of internal “drive” and accountability
  • Analytical mindset with a proficiency in multi-variate analysis and rapid decision making
  • Interest in working in a team environment and influencing coworkers to achieve team goals
  • Familiarity with collaborating with remote teams
  • Comfortable working directly with senior / Executive-level resources
  • High intellect and emotional intelligence
  • Highly coachable with a desire to acquire new skills and knowledge
  • Ambitious, driven to succeed, hardworking, and motivated to build a successful career in business. Must be motivated by the challenge of achieving goals and targets
  • Excellent English communication skills; both verbal and written
  • High level of proficiency in MS Office tools, specifically Excel (“Power User” familiar with data analysis, formula development, pivot table creation, and chart creation)

 

Why Conexiom? 

 

Conexiom is a high-growth, high energy environment led by its employee-empowered culture. We love what we do and you will, too.

  • Casual work environment with exceptional growth opportunities
  • Generous time off policies in all locations, including an Open Paid Time Off Policy in North America
  • Comprehensive health, dental & vision insurance
  • Competitive salary
  • In-office lunches and snacks
  • Company-sponsored happy hours, social events, and great swag

 

Conexiom is proud to offer equal employment opportunities.

If you have a disability or need that requires accommodation at any time during the recruitment process, please let us know.

Thank You

Your application was submitted successfully.

  • Location
    North America, Ontario
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level