Operations Support Specialist, Business

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Little Rock, AR, US

2 days ago Requisition

POSITION SUMMARY

Oversee the day-to-day work order management of the ISG business network throughout an assigned base of sub-contracted partners. Work cross functionally with our call center support personnel and help manage their efforts to best support our sub-contracted partners. Also, provide support to the dealer partners through coaching, training, and problem solving. Additionally, the position is responsible to assist the manager with development, analysis, training, and strategy implementation.

Develop professional working relationships with assigned fulfillment partners, connecting with the key contacts of their business. Evaluate partners through all performance metrics. Liaise between fulfillment partners, call center personnel, and the Regional Manager to ensure timely and successful strategy execution.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential function and basic duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions and basic duties.

Essential Functions Statement(s)

• Login to phone queue during scheduled work hours to provide support to ISG Partner’s customers and Fulfillment partners.
• Monitor daily service orders activities to ensure work orders are being scheduled, updated with status, and completed on time.
• Review and analyze all pending work orders to identify any possible coverage issues.
• Knowledge of all ISG business partners and their needs for day-to-day operations on all work orders.
• Operate as the lead point of contact for the day-to-day operations for assigned fulfilment partners.
• Build and maintain strong, long-lasting partner relationships.
• Continuous measurement of partner performance metrics.
• Ongoing training and partner development.
• Enforce program requirements through constant communication.
• Make recommendations on process improvements, implementation and documentation with the goal to improve processes, procedures, effectiveness, and results.
• Ability to think critically and identify areas of improvement or needs in the field.
• Develop and maintain positive working relationships with other team members within the department and throughout the organization.
• Report to management during scheduled meetings on any issues caused by partners that restrict their ability to perform to expected standards.
• All other duties as assigned by management.
• Regular and prompt attendance is a primary function and requirement for this position.

POSITION QUALIFICATIONS

Competency Statement(s)

• Accountability – Acceptance of responsibility resulting in anticipation / prevention and problem-solving, which includes identifying problems and issues of varying complexities and finding effective solutions within few guidelines, inside and outside one's job, department or organization.
• Achievement Oriented – Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations; being ready to act and show tenacity in case of obstacles or resistance.
• Communication– Actively attend to, convey, and understand the comments and questions of others; shaping and expressing ideas and information with others using the spoken word, as well as expressing ideas and opinions clearly in properly structured, well organized and grammatically correct reports or documents, utilizing language and terminology that is understandable for the reader.
• Computer Literacy – Effective and efficient use of computers in the working environment. Including a strong understanding of Microsoft office suites and multiple CRM systems. Understanding functionality in MS Excel is required.
• Customer Focus– Knowing the internal and external customers' business needs and acting accordingly; anticipating customer needs; giving high priority to service and customer…