Captive Shared Services Process Specialist

PURPOSE OF THE JOB

The Captive Shared Services Process Specialist is responsible for management and strategic execution within the pillars of the Captive Shared Services Team. This position will interact with various teams within Global Supply Chain as well as the internal teams encompassed by the GBS (Global Business Services) organization.

A key competency for the successful candidate will be the ability to demonstrate efficiency and productivity in their execution of these tasks.

JOB RESPONSIBILITIES

Knowing our businesses and their strategies

• Build relationships within the functional organization, the cross functional organization
• Understanding business needs for our customers
• Critical and creative thinking to efficiently execute day-to-day operations

Operate in a waste-free environment

• Enact electronic ordering process & actively work to resolve orders with errors
• Working with the cross functional team to manage Third Party orders
• Execute day-to-day operations and utilization of various electronic ordering platforms
• Back Office functions included but not limited to:
  • Record maintenance
  • Customer claims
  • Customer Portal support
  • Development and expansion of incoming processes to optimize and effectively transition to a proper location
  • Operate inside an extended branch of the company that focuses on providing support for the Front Office (Supply Chain & cross functional teams)

Executing Strategy to Ensure a Positive Customer Experience

• Utilizing functional standard operating procedures (SOPs) to ensure proper process is executed
• Share best practices with functional team members to improve team performance
• Review reporting and KPIs to evaluate areas of improvement
• Leverage tools and technology to create internal efficiencies, consistency, and an improved customer experience
• Ensure timeliness and accuracy of operational tasks

JOB REQUIREMENTS

MINIMUM QUALIFICATIONS

• Minimum 3-5 years’ work experience in Customer Service, Logistics or Supply Chain
• High school diploma, Associates or Bachelor’s degree preferred

EXPERIENCE

• Experience in customer relationship management software: CRM and SAP preferred
• EDI experience preferred
• Experience in making high-impact decisions in a fast-paced, ever-changing environment
• Previous experience creating solutions in the best interest of the company and the customer

KNOWLEDGE, SKILLS & ABILITIES:

• Proficiency-level skills utilizing Microsoft Office, including Word, Excel, PowerPoint, and Outlook
• Strong oral and written communication and listening skills
• Knowledge of building materials industry preferred
• Ability to build strong team alignment and communication
• Possess strong process and financial acumen
• Supportive and adaptive to change management initiatives
• Passion to develop self and engage in personal development
• Ability to travel up to 5%, including internationally
• Ability to learn new skills
• Ability to manage time effectively

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