Service Delivery Representative

We're looking for a Service Delivery Representative to join our new Customer Experience team. This role keeps our day-to-day pickups moving and owns our onsite services from first customer call to final confirmation. Onsite services include serialization, shredding, server and data-center decommissions, white glove moves, and any job that needs a team on site.

Part of the job is coordinating and scheduling projects with our largest enterprise customers to elevate their experience with Revivn. This includes assigning the best partners and handling exceptions. The other part is customer-facing. When a customer needs an on-site project, you scope it with them, plan it with our partners, and run it through to completion. This will include travel to partner sites around the domestic US. You are the one person the customer and our account team can count on to know where the job stands.

Please note this role is based on-site at our Brooklyn Navy Yard office with Remote Wednesdays.

What you'll do

Onsite Services and Project Management

• Own each onsite project end to end: scope, schedule, partner assignment, site requirements, day-of execution, and closeout
• Join customer calls to scope the work. Confirm locations, device counts, equipment, building rules, timelines, and what the customer expects to receive at the end.
• Collect what the site needs before the job, not the day of: COIs, building access and loading dock details, union requirements, crew names, and access or ticket numbers.
• Build and share a clear plan for each project, and keep the customer, account manager, and partners updated as it moves.
• Be on site or on call during larger projects to solve problems in real time.
• Confirm completion with the customer and hand off what was collected so reporting, billing, and earnings can close.

Pickup Coordination

• Schedule and manage domestic pickups in our logistics platform, including partner assignment, appointments, and freight handoffs.
• Monitor active pickups and shipments and catch exceptions early: no-shows, missed windows, short trucks, and scope changes.
• Give our Customer Experience Associate fast, accurate answers on pickup status, ETAs, and next steps so customers get updates without waiting on a chain of messages.
• Escalate delays, service failures, and safety concerns to the right partner or teammate quickly.

Partner and Vendor Coordination

• Work day to day with our regional logistics partners and specialized vendors: quotes, scheduling, site requirements, and performance.
• Track partner reliability, cost, and on-time performance, and flag recurring issues.
• Keep vendor records current, including COIs, onboarding documents, and price lists.

Data, Reporting, and Process

• Keep pickup and project data accurate across our logistics platform, customer app, and internal tools.
• Report on pickup and project performance: on-time rate, time from request to scheduled, partner failures, and cost per job.
• Document how onsite jobs run so each one is easier than the last, and use AI tools such as Claude and ChatGPT to automate repeatable work.

What we're looking for

Required

• 2+ years of experience in logistics, dispatch, field operations, or project coordination
• Experience running projects with outside vendors or field teams, where the plan changes and you still deliver
• Comfortable talking with customers directly, including IT, facilities, and security teams at business customers
• Strong attention to detail. You confirm the details before the truck rolls, not after
• Comfortable working with spreadsheets, logistics or TMS software, and multiple systems at once
• Strong written and verbal communication, with the ability to give a clear status update in a few lines
• Able to manage many open pickups and projects at once and prioritize well

Preferred

• Experience with IT asset disposition, data-center decommissions, office moves, or white glove logistics
• Experience with COIs, building access requirements, or union buildings in the NYC area
• Experience with a ticketing or project management tool

Who you are

• You take ownership. When a project is yours, you see it through until the customer confirms it is done
• You stay calm when plans change the morning of and you find a way to keep the job moving
• You would rather ask the extra question on the scoping call than learn the answer on-site
• You want to build how this work gets done, not just follow a checklist

Other things to know

• This role reports to our Director of Customer Experience
• You'll work closely with every team at Revivn
• Some local travel to customer sites is expected, with occasional travel across the U.S. for larger projects

If this sounds like you, apply! If you don't meet all of the qualifications but think you could be a good match, we'd still love the chance to review your application.

We embrace diversity and are committed to fostering an inclusive environment. At Revivn, we encourage people from all ages, abilities, and experiences to apply. Revivn does not discriminate on the basis of race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status.

The salary for the Service Delivery Representative is expected to be between $70,00-85,000 per year. Actual compensation packages are based on several factors that are unique to each specific candidate, including but not limited to skill set, depth of experience, applicable certifications, and geographic work location. The compensation package also includes medical, dental, and vision coverage, along with a 401(k) plan.