Client Engagement Coordinator

Pontoon is hiring anClient Engagement Coordinatorwith a focus on creating an exceptional customer experience. We are looking for a dynamic self-starter that thrives in a fast-paced environment. This role is accountable for frontline customer support to internal team members, clients, vendors, and users for the Vendor Management Software.

The Adecco Group is one of the world’s leading HR Solutions Providers and by joining our company you can reap the rewards, recognition and benefits of a company that is big enough to make an impact, but small enough to care.  If you want to be in a role that is at the forefront of helping The Adecco Group to continue to build an inclusive culture, then keep reading.

• Replying to tickets and inquiries including/ but not limited to general request inquiries, technical issues with VMS tool, assignment updates/changes, invoicing questions/concerns, timesheet questions/concerns, reporting requests, etc.  
• VMS Management and requests including:
• Ensure and maintain highest data quality which includes: checking for up-to-date data in VMS and Worker Tracker, data cleaning (perform cost center / department / supervisors changes when needed).
• Manage the bi-yearly reorganization / organization adjustments, by reflecting all changes into VMS and Worker Tracker (either manually, or via mass upload when large volume of changes at stake)
• Ensure regression tests before each new VMS release
• Perform ad hoc tests in VMS and Worker Tracker as soon as change of field / parameter to make sure process is working smoothly.
• Ask for users’ credentials to Level 2 support
• Deliver VMS demo sessions to users (new requestors, new contractors): how to create a request, how to renew a worker, how to time track, etc.
• Follow-up time tracking: chasing requestors / suppliers / contractors to perform VMS time tracking in due time.
• Follow-up new contractors’ registration in VMS, required for them to perform the time tracking
• Update VMS distribution list according to Customer requirements (vendors panels)
• Take care of VMS Change Requests raised by Pontoon MSP Team and internal stakeholders.
• Ensure the production of ad hoc reporting for different teams.

• Keep all documentation updated (guides, Teams groups, files with supplier’s contacts, file with contracts reference)
• Ensure regular call with VMS Level 2 support - planned 2 times / week
• Create tickets in tool when Level 2 support needed
• Follow and manage questions and issues related to Purchase Order and invoices with relevant Customer internal team,
• Communicate to suppliers / requestors / contractors when needed (as regards to Security, return to the office rules, furlough guidelines, bank holidays, building closed, etc.) after validation with Customer and update the Teams channel for contractors and requestors
• Support on/offboarding activities and be the Procurement point of contact for issue related to on/offboarding.
• Support Advisory Consultants in T&M services renewals by sharing monthly and quarterly list of all upcoming mission Renewals.

We want to set you up for success! To help us do that, here is what we are looking for from you:

• Completion of post-secondary education in related field or years of equivalent experience demonstrating progressive responsibility
• At least two (2) years’ work experience in a service level industry or one (1) to three (3) years’ experience in a customer service environment
• Fluent in English (fluent French as a plus)
• A strong attention to detail and desire to improve efficiencies
• Able to work in a fast-paced and dynamic environment
• Proficient with Microsoft Office products, specially with Excel
• Experience of the VMS SAP Fieldglass is desirable

It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.

 You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident and insightful.

 Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge and expertise to grow together.

 Make an impact where it matters most.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organisation with multiple different roles, our application process can vary.

 On our career site, you will find some of the key steps you can expect to guide you along the way.

As one of the world’s largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain. The Adecco Group is proud to be an Equal Opportunity Employer. 

Posting date: 02-05-2024