Customer Service Technology Lead

Kelly Services is recruiting for a Technology Operations Manager, Customer Service, located in Jacksonville, Florida.

• Serve as a central facilitator in driving the definition of Order to Cash functional requirements.
• Leads the BPX and Customer Master teams to meet or exceed agreed service levels.
• Leads ownership of requirements, test plan development, and all Customer Service enhancements/break-fix issues, CRM, EDI, or other order method processes within the Order to Cash functions
• Ensures CS processes that impact systems or customer master adheres to company policies and internal & external audit requirements, i.e., SOX, BSI, etc.
• Oversees training and development of BPX and Customer Master teams
• Effectively lead and liaise with Deliver Leadership, Global IT, Finance, Commercial, Sales & Marketing teams to ensure day-to-day processes and CS related system projects are delivered.

• Demonstrate excellence in oral and written communication, with the ability to clearly document responsibilities and develop comprehensive technical design documentation
• Analytical Prowess:
  Excellent problem-solving and analytical skills
• Adaptable and resilient
• Experience in leading teams, managing projects, and influencing stakeholders
• Strong interpersonal and organizational skills
• Ensure compliance with architectural principles and industry standards, participate in testing, and provide ongoing support and training to end-users.
• Open minded with ability to drive transformational change
• Functional knowledge of Contact Center technologies and metrics
• Demonstrate ability to assess workflows, identify automation opportunities, and deliver process enhancements from concept to completion

• Minimum of 5 years of SAP Experience in Order to Cash functions
• Minimum 5 years of experience leading and managing teams is required
• Extensive knowledge of SAP SD standard functionality, with experience in SAP ECC & S/4
  
  HANA preferred. Experience with integrations with other SAP modules is essential.
• Extensive experience in analyzing and defining business requirements to create SAP solutions for sales order processing, pricing, ATP (Available-to-Promise), delivery, invoicing, returns, and intercompany scenarios.
• Collaboration experience with business process owners, stakeholders, and cross-functional teams to gather requirements, present solution designs, and facilitate workshops
• Experience with enterprise system design, data transformation, data mapping and data design documentation and presentation desired
• Experience in customer master data governance, including establishing standards, ensuring data quality, and maintaining compliance across systems Extensive project management experience
• Proficiency in Microsoft applications, with advanced competency in Excel and strong skills in Power Point
• Expertise in facilitating organizational change and ensuring successful implementation of new processes or technologies

• Manage workflow production and oversee training for new employees on assigned tasks; provide guidance by answering job-related questions across multiple areas.
• Report on performance, recommend advancements, and implement new or revised procedures while working independently under broad guidelines, exercising initiative and sound judgment.