Certification Customer Relations Coordinator

Position Summary

The Massachusetts Supplier Diversity Office (SDO), within the Executive Office for Administration and Finance, supports diverse and small businesses across the Commonwealth and the United States. The SDO seeks a detail-oriented, customer-focused professional to serve as a Certification Customer Relations Coordinator.

This role supports the administration of certification programs by providing customer service, technical guidance, and administrative support throughout the application and certification process. The coordinator serves as a primary point of contact for business owners, responds to inquiries, guides applicants through requirements, and helps ensure compliance with certification standards and state regulations. The ideal candidate is organized, proactive, and committed to delivering efficient, accurate, and customer-centered certification experience.

Duties and Responsibilities

• Monitors and responds to phone calls, emails, and other communication channels related to certification inquiries.

• Provides clear, professional, and timely information to business owners, applicants, and stakeholders.

• Responds to public inquiries regarding SDO application processing and direct calls or emails to appropriate SDO units as needed.

• Conducts virtual one-on-one sessions with business owners to answer questions and guide them through certification processes.

• Offers technical assistance regarding certification requirements, documentation, and submission processes.

• Supports investigators and Certification Unit team members by providing access to templates, websites, and filing resources.

• Conducts SDO office hours, including scheduling and managing Zoom (or similar platform) logistics.

• Attends outreach events, workshops, and informational sessions to present certification program information.

• Performs data entry in the Certrak system and support both the Intake Queue and Administrative Review Queue to ensure application completeness.

• Provides support across certification processes, including Renewals, Third-Party certifications, and SBPP (Small Business Purchasing Program).

• Provides on-the-job training and orientation for new temporary staff or interns on certification procedures and systems.

• Serves as an internal resource on certification policies, procedures, and workflow processes.

• Develops any implementation workflow improvements to enhance efficiency and consistency.

• Recommends any improvements to documentation standards and customer service practices.

• Prepares recommendations for procedural updates, policy enhancements, and operational improvements.

• Attends meetings and participates in workgroups to advance SDO’s mission and program goals.

• Performs to any additional duties as assigned by the Unit Director and/or Executive Director.
   

Minimum Qualifications Required at Hire

• Experience in customer service, administrative support, program coordination, or related field.

• Demonstrated ability to take initiative and handle multiple tasks independently.

• Strong communication (written and verbal), organizational, and problem-solving skills.

• Exceptional attention to detail and ability to work both independently and in a team setting.

• Knowledge of standard business financial and organizational documents (contracts, invoices, bank records, tax documents, articles of organization or incorporation, etc.).

• Ability to interpret business, financial, and written information.

• Ability to understand, explain, and apply certification-related laws, rules, regulations, and procedures.

• Ability to exercise discretion with confidential information.

• Proficiency in Microsoft Word, Excel, and PowerPoint.

• Strong professional work ethic and client-service orientation.

• Ability to work effectively in a telework/hybrid environment.

• Fluency in Spanish or another foreign language is preferred.

Preferred Qualifications

• Knowledge of supplier diversity certification eligibility standards and requirements.

• Experience with small business support programs and resources, such as the U.S. Small Business Administration, and non-profit organizations serving the small and diverse business communities.

• Experience guiding applicants through processes and reviewing documentation.

• Experience conducting reviews in a state government or regulatory setting.

• Demonstrated ability to learn new systems and/or familiarity with Commonwealth systems.

MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) three years of full time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A Bachelor's degree with a major in business administration, business management or public administration may be substituted for a maximum of two years of the-required experience.*

II. A Graduate degree with a major in business administration, business management or public administration may be substituted for the required experience.*

III. A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.