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Business Operations Specialist

Wolverine Worldwide | Rockford, Michigan Job ID 2021-12728
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General Function

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Wolverine Worldwide is a global marketer of branded footwear, apparel, and accessories. With an established global footprint that spans approximately 200 countries and territories, as well as a rock-solid infrastructure, Wolverine Worldwide is dedicated to advancing the following brands that comprise the ever-expanding portfolio: Bates, Chaco, Cat Footwear, Harley Davidson Footwear, Hush Puppies, Keds, Merrell, Saucony, Sperry, and Wolverine. Wolverine Worldwide’s continued success is driven by our ability to stay true to our simple mission: we empower, engage and inspire our consumers – every step of the way.

The Business Operations Specialist performs a variety of information technology support services for customer service and logistics departments. Identifies opportunities for improvement in operational processes and provides technical solutions. Acts as the liaison between customer service, logistics and the IT department. 

Primary Duties

  • Provides ongoing technical support to both internal and external customers. Responsible for SAP support for Customer Service and the Global Logistics team.

  • Act as a liaison with IS 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.

  • Develop and maintain metrics that support business initiatives in customer service and logistics.

  • Develop and maintain electronic commerce initiatives with IS and third party service providers.

  • 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. 

  • Supports and trouble shoots data with global partners: Damco, DDSI, TLO, Avery Dennison and others.Identify root cause and facilitate resolution.

  • Maintain electronic product catalogs and distribute UPC codes at customers’ request.

  • Supports EDI by partnering with the IT team 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.

Knowledge, Skills and Abilities Required

  • Bachelor’s degree in Logistics or Supply Chain Management, or equivalent work experience.
  • Minimum 2 years Customer Service, production or logistics experience preferred.
  • Minimum 1 year experience with business operations or systems support preferred.
  • Project management skills preferred.
  • Excellent analytical skills and math aptitude.
  • Proficient with personal computers and SAP/SCM.
  • Requires excellent written and verbal communication skills including facilitation expertise.
  • Ability to establish and maintain effective working relationships with all levels of the organization as well as external customers.
  • Ability to handle multiple tasks in an effective, timely and professional manner.

WORKING CONDITIONS

Normal office environment.  Some travel required.

We operate on a flexible hybrid schedule. 

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.

Committed to a diverse workforce, we are an Equal Opportunity Employer (Minorities/Women/Veterans/Disabled).

#LI-Hybrid #LI-MM1

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