Field Services Administrative Support Specialist Level 2

Job Description

Job Description

JOB SUMMARY: The Field Services Administrative Support Specialist Level 2 is responsible for providing administrative support, troubleshooting and solving complex problems and owning special projects for the Office Administrative Manager supporting the merchandisers in the field.  

JOB REQUIREMENTS:

• Previous experience troubleshooting and evaluating complex problems with an organized and structured approach
• Previous experience using with workforce management scheduling systems ie: “Natural Insight”, “One” or “Movista”
• Previous experience with expense management applications, preferably Concur 
• Proficiency using Microsoft Office products (Excel, Word, Outlook)

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Ability to synthesize large volumes of information to identify root causes to issues and find solutions
• Ability to manipulate and analyze data; build and/or maintain excel reports
• Ability to effectively communicate, both orally and in writing with team members, managers and customers
• Ability to work independently and treat confidential information with discretion
• Ability to remain professional and maintain a pleasant demeanor in dealing with all the requirements of the position.
• Ability to work necessary hours to complete all tasks in a timely and effective manner
• Process improvement or process development skills are highly preferred

ESSENTIAL JOB FUNCTIONS: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions:

Supporting Field Merchandisers:

• Set up and communicate new stores and new merchandising projects; with special attention on critical, new and/or high visibility projects and customers
• Communicate time sensitive assignments for field merchandisers
• Account management of 3rd party merchandiser which includes developing store service schedules and communicating training details, requirements and product push schedules
• Review, analyze and approve complex or non-standard expenses from the field using Concur

Troubleshooting Issues & Solving Complex Problems:

• Conduct investigation on return shipments without store information and determine where to credit. 
• Conduct follow-up investigations on retailer or customer complaints, incorrect UPS return labels used and billing.
• Analyze discrepancies or process deviations with critical processes such as commissions or erroneous UPS shipments, vehicle maintenance, store or field merchandiser escalations

Data analysis & scorecard metrics: 

• Analyze, generate and share weekly scorecard metrics to senior leadership – service call percentages, refusals,  etc.
• Evaluate merchandiser survey responses and submitted photos to support quality review, performances coring and follow-up actions.

Process Improvement:

• Evaluate current and future field support processes to identify inefficiencies, gaps and opportunities for improvement.
• Share recommendations, modify existing workflows and support implementation of new processes to improve consistency, accuracy and team efficiency.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Protect organization by keeping information confidential
• Provide administrative assistance in other work-related areas as required or requested.
• All other duties assigned by Lead.

ENVIRONMENTAL AND PHYSICAL ACTIVITY REQUIREMENTS: The daily responsibilities of this position constantly require effective talking, hearing, sitting, walking and standing functions. Frequent repetitive motion activities are required. Must be able to read print and computer-based materials, and to do so with consistent accuracy. Most of these functions require light physical exertion and are conducted in a temperature-controlled environment with occasional exposure to hot and cold temperatures.

INTELLECTUAL/EMOTIONAL REQUIREMENTS: The occupant of this position must be able to perform the responsibilities of the position well, under pressure. The position requires adaptability to performing a variety of duties, often changing from one task to another without loss of efficiency or composure. This position requires the ability to manage multiple projects at one time and may be interrupted frequently to meet the needs and requests of others. It also requires adaptability to fluctuate between priorities while being responsive to needs as they arise.

BENEFITS OF WORKING AT EXCELL:

• · Competitive Pay
• · Full Benefits Package: Medial, Dental, Vision and Life Insurance plans available
• · Paid Time Off / Sick Leave
• · Employee Discounts on products (limitations and restrictions apply)
• · 401(K) and profit-sharing programs

A Drug-Free Workplace and Equal Opportunity Employer. We use E-Verify to confirm work authorization / eligibility for all hires. Excell Brands employees are prohibited from purchasing Excell products from any Excell-serviced retailer directly or indirectly.