Operations Support Specialist

Job Description

Job Description

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 satisfaction.
• Delegating Responsibility – Allocate authority and/or task responsibility to appropriate people.
• Detail Oriented – Pay attention to the minute details of a project or task.
• Ethical / Integrity – Demonstrate conduct conforming to a set of values and accepted standards; be truthful and be credible in the workplace.
• Goal Planning – Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
• Initiative – Spotting opportunities within your own circle of influence, anticipating on threats and acting on them; self-starting rather than waiting passively until the situation demands action.
• Interpersonal – Get along well with a variety of personalities and individuals; showing consideration for and maintaining good relations with others; acting calmly under stress, and not being hasty or impetuous.
• Leadership Skills – Achieving results through people by successful objective setting, performance review, motivation, delegation, teambuilding, commitment gains, and empowerment.
• Problem Solving – Identify problems and issues of varying complexities and find effective solutions within few guidelines.
• Relationship Building – Effectively build relationships with customers and co-workers.
• Reliability – The trait of being dependable and trustworthy, which includes being at work during your scheduled times, arriving on time and ready to perform job functions, and demonstrating accuracy with regards to assigned tasks.
• Safety and Security – Supports and complies with safety and security requirements.
• Time Management – Utilize the available time to organize, follow a systematic method of performing a task and complete work within given deadlines.

Education

• High School Graduate or General Education Degree (GED), preferred. 

Experience

• One to two years related experience in a customer service role.

Computer Skills

• Computer literate in a Microsoft Windows environment with the ability to learn new software and application.
• Microsoft Excel – Intermediate level. Must have the ability to perform functions such as creating a spreadsheet, formatting a spreadsheet, using the formula bar to perform various functions, importing/exporting documents, and calculating numbers. Advanced Formula knowledge is preferred. 
• Microsoft Outlook – Intermediate level. Must have the ability to perform functions such as composing, sending, forwarding and replying to messages, attaching computerized files, utilizing calendar and task reminders, viewing several calendars, sharing calendars, creating and sending meeting requests, and creating contact lists.
• Microsoft Word – Intermediate level. Must have the ability to perform functions such as composing, editing, naming and saving documents, formatting text, and printing.
• Internet Explorer or other web browsers – Intermediate level. Must have the ability to perform functions such as navigating through websites via hyperlinks and searching websites using various search engines and boomerang searches.

• Accurate 10-Key by touch, alphanumeric.
• Accurate typing skills, approximately 30 words per minute. 
• General knowledge of how to use a calculator, scanner, copy machine, fax machine, printer, telephone and various standard office equipment. 

Certificates & Licenses 

• None

Other Requirements 

• Proficient in basic mathematical skills such as adding, subtracting, dividing, and multiplying.
• Primary language used to perform this job is English.