What are the responsibilities and job description for the Customer Service Technology Lead position at Kelly?
Customer Service Technology Lead
Overview:
Kelly Services is recruiting for a Technology Operations Manager, Customer Service, located in Jacksonville, Florida.
Senior Technology Lead (STL) bridges the gap between IT and the business. The STL will be the main point of contact to the business for all systems related issues. Is responsible for leading, motivating, and monitoring the BPX (Business Process Experts) and the Customer Master team to ensure optimum performance. Is supportive of all Supply Chain related projects where SAP systems support is required. The STL will be responsible for assisting with global business data set-up, ongoing maintenance, integrity, accuracy and security guidance. In addition, the STL will oversee Customer Service order reconciliation and dashboard metrics such as CX and OTIF-D.
Adheres to Environmental Health and Safety policies and procedures and supports department objectives.
Key Responsibilities:
- 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.
Education:
- Minimum requirement: Bachelor’s degree
Experience and Skills:
- 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
- Attention to detail
- 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
Preferred:
- 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/4HANA 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 PowerPoint
- Expertise in facilitating organizational change and ensuring successful implementation of new processes or technologies
Other:
- 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.