Purpose
Leads work that supports customer care contact centers across four states. Accountable for accuracy and timeliness of vendor payments in excess of $10 million per month. Is point of contact for vendors and provides first level of dispute resolution. Coordinates the implementation of system changes and assists with the development of new business processes including major/strategic projects. Contributes to the smooth daily operations of the CCCs by supporting 5-8 Leaders. Reports for duty in storm and business continuity situations.
Responsibilities
Manages vendors to enable smooth operations of the Customer Contact Centers
oOn-time, on-budget administration of vendor payment
oMonitors and measures service level agreements
oUses SAP purchasing and iBuy to administer vendor registrations and associated Purchase Orders
•Completes data collection and analysis to form conclusions that drive decision-making, such as:
oDesign and implementation of data collection (survey designs, database structures)
oData manipulation and presentation (statistics, tables, graphs)
oData analysis (statistics, tests for correlation, significance, trends)
oReporting on key performance metrics
oPreparation of regular reporting presentations for Managers, Director and VP
•Supports major/critical projects by coordinating and implementing system changes and developing new processes, such as:
ovendor payment processes, divisional RFPs, special contracts, and internal/external audits
oActs as key tester representing Customer Care on projects, particularly purchasing/billing
•Coordinates the work activities of teams who support customer service processes and ensures adherence to operational policies and procedures
•Uses knowledge/skill with data sources, databases, and analysis tools to provide analysis to the organization to drive performance and suggest improvements
•Maintains process documentation and ensures effective and consistent compliance with internal controls
•Supports general operations of the Customer Care Centers, such as:
oRecognition programs
oDivisional communications
oHealth & safety programs
oResponse to regulatory requests/requirements
•Supports strategic initiatives, manages confidential information appropriately
Skills and Requirements
•Bachelor's Degree in an analytical discipline such as: business, economics, social science/research, with a minimum of 3 years relevant experience preferred
•Associates Degree in an analytical discipline such as: business or accounting with a minimum of 5 years relevant experience required
•Advanced knowledge and use of Microsoft Office Excel, Power Point, Word and Access required
•Experience with purchasing, bookkeeping, logistics, research presentation strongly preferred
•Experience with SAP-purchasing or customer relationship management preferred
•Experience with customer service contact centers helpful
Skills/Abilities:
•Strong interpersonal, written, and verbal skills
•Strong decision making, analytical, problem solving and negotiating skills
•Demonstrated ability to be flexible/adaptable to organizational and system changes
•Demonstrated ability to support multiple projects and leaders successfully
#LI-MM1
Competencies
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