Service Delivery Support Coordinator

About RS Group

RS is a high-service global product and service solutions provider for industrial customers, enabling them to operate efficiently and sustainably.

We operate in 33 markets, stock over 875,000 industrial and specialist products and list an additional five million relevant for our industrial customers, sourced from over 2,500 suppliers. This extensive range supports our customers across the industrial lifecycle of designing, building and maintaining equipment and operations. We enhance their experience through a tailored service model, leveraging our efficient physical, digital and process infrastructure sustainably. We combine a technically led and digitally enabled approach with an exceptional team of experts; ultimately, it’s our people that make the difference.

Our purpose, making amazing happen for a better world, reflects our focus on delivering results for people, planet and profit.

About the Role

Role Purpose

The Service Delivery Support Coordinator plays a critical role in ensuring smooth operational execution across our Solutions & Services team. This position partners closely with cross functional teams including Supply Chain, Custom Order and Technical Solutions Centers, Sales, Customer Success, and Business Development, and supports the end to end flow of information that enables our organization to deliver exceptional service to our internal and external customers and stakeholders. By managing key internal systems, coordinating critical processes, and supporting day to day service delivery activities, this role helps drive consistency, reliability, and transparency throughout the solutions lifecycle.

This role is ideal for someone who thrives in a task driven environment and values collaboration in a fast paced setting.

Responsibilities

Order & Delivery Support

• Work directly with internal supply chain teams and external manufacturers to address part shortages, expedite requests, and other fulfilment challenges.
• Communicate updated part availability and order status to internal stakeholders.
• Provide shipment tracking information to internal sales teams once orders have been fulfilled via the COSC or from an external partner. Ensure all orders are billed accordingly.
• Own and execute the material/BOM creation process on behalf of the CSM team.
• Process Custom Order reorders by confirming pricing is up-to-date and all other order-related details are accurate.
• Capture and maintain SPA pricing agreement data and provide timely reporting to Supply Chain.
• Administer capacity planning tool, ensuring all SalesForce opportunities are properly logged.

eProcurement Support

• Oversee the eProcurement admin inbox and route inquiries appropriately, including ensuring all eProcurement relationship requests are logged accordingly in SalesForce.
• Troubleshoot and resolve failed punchout orders.
• Monitor punchout parked orders and verify orders are processed in a timely manner.
• Manage eProcurement exceptions, ensuring all sold-to’s are added to our approved customer database.
• Coordinate with internal and external EDI partners, such as SPS Commerce, to successfully onboard EDI customer integrations.
• Process 3rd-party partner marketplace PO in accordance with internal policies and procedures.
• Generate API keys and provide post-deployment support to customers as needed.
• Administrate and maintain eProcurement customer database.

ServiceNow Administration & Ticket Management

• Serve as the ServiceNow administrator, maintaining user roles, permissions, and dashboards.
• Own all incoming ServiceNow tickets and ensure responses and resolutions align with established SLAs.
• Streamline ServiceNow ticket intake and incident escalation as required.
• Manage portal onboarding requests submitted through ServiceNow, including internal review process, password management, and reporting metrics.

Internal Systems & Other General Support

• Oversee static catalog requests and ongoing catalog maintenance across internal and external customer platforms, ensuring accuracy, consistency, and timely updates.
• Support the maintenance of internal Solutions & Services SharePoint pages and Teams channels, ensuring content accuracy and accessibility.
• Perform additional tasks and responsibilities as assigned by the management team.

Candidate Requirements

Essential Skills & Experience

• 1–3 years of experience in service delivery, operations support, supply chain coordination, customer support, or a related administrative role.
• Proficiency with ticketing or workflow management systems (ServiceNow experience strongly preferred), including user roles, permissions, dashboards, and ticket workflows.
• Familiarity with CRM tools (SalesForce preferred) and ERP systems (ideally SAP).
• Excellent written and verbal communication skills, with the ability to convey information clearly to internal and external stakeholders.
• Strong attention to detail with the ability to independently complete daily tasks.
• Extensive experience with Microsoft 365 tools, including SharePoint, Teams, Excel, and Outlook.
• Proven ability to collaborate across departments and build productive working relationships.

Desirable Skills & Experience

• Experience working with both front-end sales and back-office operations teams.
• Understanding of MRO, industrial distribution, or similar industry.
• Familiarity with BOM (Bill of Materials) creation, material setup, or product lifecycle workflows.
• Exposure to eProcurement systems, punchout catalogs, and/or vendor portals.
• Operational familiarity of EDI technology.
• Willingness to grow into broader solution ownership and customer-facing responsibilities.

Equal Employment Opportunity

RS Americas is an equal opportunity employer and maintains policies and practices that are designed to prevent and prohibit unlawful discrimination against any qualified employee or applicant on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, military/veteran status, disability, genetic information, citizenship status, or any other unlawful classification to the extent protected by law. This policy of non-discrimination applies to all employment practices, including hiring, compensation, benefits, promotion, training and termination. Employees who engage in unlawful discrimination will be subject to disciplinary action, up to and including termination.