Customer Engagement Operations Specialist
The Customer Engagement Operations Specialist performs a variety of technology support services for Customer Service, brand and functional partners. Identifies opportunities for improvement in operational processes and provides technical solutions. Also, acts as the liaison between Customer Service, brands, functional partners, and the Technology team.
Provides ongoing technical support to both internal and external customers. Responsible for SAP support for Customer Service, brands, and functional partners.
Act as a liaison with technical team to solve complex SAP support challenges. Update system documentation as assigned.
Provide consulting and maintain the SAP allocation process to support brand requirements.
Conduct business analysis on customer service process improvement initiatives. Activities include, but not limited to gathering information, business analysis, solution identification, solution requirement specification and solution implementation.
Support ongoing coordination between the customer and technical support to ensure data transfer procedures, pricing and invoicing are functioning correctly.
Support customer service department by applying strong systems and software knowledge to improve processes. Presents solutions and/or recommendations to solve issues within the area.
Train the customer service department on enhancements and processes by developing written documentation. Training will include group and individual “how-to” sessions.
Develop and provide standard and custom reports for customer service internal measures as well as solutions for common customer requests.
Maintain electronic product catalogs and distribute UPC codes at customers’ request.
Supports EDI by partnering with the Technology department to facilitate new customer set up and configuration. Communicates and educates brand partners on processes and solutions.
Maintains awareness of current technologies and technological trends; assimilates new technology into company work environment.
Performs duties consistent with the company’s AAP/EEO goals and policies.
Performs other duties as required/assigned by manager.
The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.
Wolverine Worldwide, Inc. is committed to creating a company that is as diverse as our consumers. We value the differences in one another and believe our differences make us stronger. Our diverse and inclusive corporate culture starts with the recruitment process. We are committed to being an equal opportunity employer. We aim to create equal opportunities for our associates, customers, and suppliers regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other legally protected characteristic.
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