Vendor operations manager – contact center & order management ao7157084
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locations: ridgefield park, nj
time type: full time
posted on: posted yesterday
job requisition id: jr100893
why work with us?
proven people.
everyone on our team has earned a cpc (certified personnel consultant) or cts (certified temporary staffing specialist) accreditation from the national association of personnel services. We are experts at staffing and recruiting with more than 16 years of experience serving employers.
proven process.
our approach to staffing isn’t just a little bit different; it’s a whole different ball game. While most staffing firms emphasize transactional services (taking and filling job orders), bti solutions focuses on providing more strategic solutions.
by acting as workforce consultants, we are able to find innovative and intelligent strategies for improving productivity, meeting project deadlines, improving hiring quality, decreasing turnover, and reducing total labor costs.
our recruiting and candidate assessment process assures the highest quality matches between job seeker and employer, so you will get people who not only have the right qualifications but who also have the appropriate personality fit for your organization.
proven results.
more than anything, the biggest difference with bti solutions is the one that matters most: bottom-line results.
* 95% client satisfaction rate – measures client satisfaction vs. expectations.
* our clients have worked with us for over 10 years, on average.
* bti solutions counts 4 global telecommunication companies as clients.
* client referrals are bti solutions’ largest source of new clients.
* google review 4.4, facebook review 4.8
top 3 skills
* vendor management
* advanced excel & reporting
* order entry
summary
the main function of an operations manager is ensuring that the different departments in the company follow through with the plans and devises he/she makes for the business's success.
this position manages the day-to-day operations of the outsourced business center (bc). The operations supervisor will be expected to execute the operational duties to contact center and vendor operations in alignment with approved operational goals. The operations supervisor audits vendor(s) daily, weekly, and monthly deliverables against their contractual obligations and kpi’s. This position will serve as a liaison between samsung, consumer accounts, and contact center associates/management and cross-functional teams.
roles and responsibilities
* support vendor operations manager in the implementation of new policies, procedures, and standards for outsourced business center.
* support outsourced business center on daily communication with delivery partner related to consumer deliveries, orders reconciliation and system issues.
* coordinate daily communication between returns teams and outsourced business center to complete returns reconciliation transactions.
* own end to end order and delivery seeding and influencers programs for home appliances.
* work with vendor operations manager to audit quality of contact center agent calls.
* support new accounts onboarded (retail, builder, other).
* own end to end damage allowance program and approve/enter daily damage allowances for consumers.
* own end to end damage allowance audit process for the consumer accounts offering damage allowances.
* own end to end home depot small appliances return process.
* own end to end home depot store display return process.
* send required daily, weekly and monthly reports.
* interact with multiple departments (internal and external): consumers (external - staff), delivery partner (external- staff), (internal – staff), business center vendor (external - supervisor teams to floor associates).
* work with samsung’s third party vendor(s) and multiple samsung corporate teams: logistics outbound, reverse logistics, supply chain, accounts payable, order management, sales and service, and more.
* oversee all necessary duties to sustain samsung’s main goal of ensuring a smooth delivery experience for the end consumers and customers purchasing home appliances from samsung, directly or through one of the supported retailers.
* support all necessary duties to sustain vendor manager’s main goal of ensuring a smooth delivery experience for the end consumers purchasing samsung home appliances.
* responsible for turnaround times for vendor reports.
* responsible for new reports needed from vendor.
* responsible for call recordings to audit.
necessary skills / attributes
* vendor management experience, preferably with contact centers, hand-on experience with customer service, order management, vendor training, and sales operations.
* call center experience desired but not required.
* flexible and adaptable to samsung’s fast-paced, ever-changing environment, with the proven ability to work in ambiguous situations or with limited direction - works effectively with competing priorities.
* sales-driven; and can perform root-cause analysis to quickly find and present resolutions – looking for someone that is tactical.
* strong proficiency with microsoft office – excel & ppt.
* strong interpersonal and communication skills to coordinate and support transactions across multiple teams.
* ability to meet deadlines in a fast-paced and demanding environment.
* regular, consistent and punctual attendance. Must be able to occasionally work later hours and weekends.
* bachelor’s degree required.
* years of experience: 4+ years.
* some experience with agile project/procedure management preferred.
* pays attention to detail.
* stays up-to-date.
* can easily document a new process or problem.
* can collect and condense data into information that can be acted on.
* excels with computer software programs, i.e. Excel, powerpoint, word and new/emerging presentation programs.
* ability to build internal cross-functional relationships and partnerships.
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