Job Description

Overview: This position focuses on optimizing Customer Care processes by collaborating with cross-functional teams and SAP users to enhance efficiency. Key responsibilities include monitoring business trends, implementing Lean Principles, managing relationships with select customers, and collaborating with departments like Forecasting, Planning, and Sales to streamline order management. The role also involves onboarding and training Customer Service staff, requiring strong problem-solving, analytical, and communication skills, as well as extensive systems and supply chain knowledge

Essential Duties and Responsibilities:

• Evaluate and improve current processes, develop solutions to close gaps, and drive superior business results.
• Lead the development and communication of policy and procedure documentation.
• Ensure compliance with best practices and standard business processes in Customer Service.
• Analyze data to identify improvement opportunities, noncompliance issues, or training needs.
• Assist with ERP-related programs to ensure successful rollout and start-up.
• Audit and update training materials according to business process enhancements.
• Provide training to users in classroom settings or ad hoc sessions.
• Respond to user issues with high collaboration and responsiveness.
• Promote a Continuous Improvement culture within Customer Service.
• Work cross-functionally to gather insights and improve customer experience.
• Identify and drive improvements aligned with customer and business objectives.
• Utilize project management skills to develop implementation plans and timelines.
• Translate technical capabilities into actionable recommendations.
• Analyze data to develop troubleshooting countermeasures and process improvements.
• Manage and update inventory management processes with relevant teams.

Required:

• 3+ years’ experience in Customer Care, Supply Chain, Sales Operations, or related field
• B2B Customer Service/Care experience
• Strong communication and collaboration skills, specifically in a training environment
• Process implementation or improvement

Preferred:

• Knowledge of Continuous Improvement and/or LEAN principles and tools
• Intermediate/Advanced Excel skills
• Strong project management skills
• Strong organizational skills including attention to detail
• Experience in SAP systems and processes

Compensation:

$35/hr to $45/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

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