Position Title Global Customer Operations AssociateCompany OverviewThe Global Business Solutions (GBS) Center at Cork was established in July 2010 to provide financial shared service such as Order to Cash, Purchase to Pay, and General Accounting and Global Travel and Meeting services. Since then, the scope of GBS Cork has expanded outside of Finance and into other Business Service functions (Customer Meeting Services, Global HR Data Management). The current headcount is circa 250 multi-lingual employees and was awarded CIMA International Shared Service Centre of the Year in 2013 and 2014, with particular credit to Employee Engagement. GBS Cork is currently in the process of setting up a Global Customer Operations Team to provide business facing operational solutions and services determined by the GCO Shared Service Centre – Delivery to US, M5 Hubs, and Australia
*Qualifications
- Knowledge and use of a variety of analysis tools (e.g. Excel, SQL, Eureka) and understanding of best situations to use specific tools
- Data management, e.g. data loading/extraction, database administration, & data interface understanding
- Self-starter with strong interpersonal, communication and analytical skills
- Experience in a commercial, sales or marketing team
- Speak and write fluent English, other European languages an asset
- Experience of working effectively in cross-functional teams
- Experience of working to SLA’s and using workflow tools
Travel Percentage 0-10%*ResponsibilitiesService Delivery / Management
- Deliver GCO services on time, to specification, and to agreed service levels
- Contribute to driving innovation in the Global Customer Operations team and identify/anticipate opportunities for new solutions/capabilities
- Be accountable for leading elements of the customer facing service model.
- Perform initial investigation / triage / closure of business data issues (Tier 2)
- Create and maintain documentation
- Ensure that risks or issues are understood, communicated and managed
- Plan work effectively and manage multiple priorities at once
- Enforce Global Standards and Governance Processes
- Work in partnership with SSC vendor
Stakeholder Management
- Build good working relationships with stakeholders in the business and IT organisations
- Communicate effectively to all stakeholders on progress of work
- Provide training or knowledge transfer to end users and other stakeholders as required
- Expertise in one or more data domains (e.g. Alignment, Customer, Activity, Material)
Global Team work
- Contribute to fostering business knowledge and efficiency in the Global Customer Operations team
- Work closely with team members to meet team objectives and deliver agreed services
- Work effectively as a member of a multi-national, virtual Global Customer Operations organisation, ensuring that processes are improved and knowledge is shared
*Additional Skills/Preferences
- Working in a multi-national organisation
- Experience with Salesforce.com or Veeva CRM systems
