Certification Customer Relations Coordinator

Job Description

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.

• 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.

• 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.

• 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.