Team Support Specialist
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Birmingham, AL 35205
The overall objective of the role is to drive efficiency and scale in three shared services used throughout the enterprise:
+ Vendor sourcing – The role will oversee sourcing, selection and management of vendors for various services and will assist internal customers with fulfilling requests to meet requirements in the most cost-effective manne
+ Network printing – The role will assist with directing the network printing process to ensure that print jobs for the Birmingham office are printed to meet service levels. The incumbent will provide process knowledge to individuals within and outside the team.
+ Mail team leader – The role is accountable as a source of knowledge used by team members to be able to better understand all mail related functions and transactions. Rotating Saturday shift.
+ Review external vendor requests, orders and consult with customers and vendors to ensure the desired specifications and requirements are fully and accurately documented. Assist customers in clarifying the final specifications so that vendors will produce “apples-to-apples” bids and identify potential production problems. Lead continuous improvements by proactively encouraging ways to decrease cost and/or improve quality.
+ Qualify and evaluate third party vendors and have a category strategy with primary and secondary options for recurring needs. Submit bid specifications to preapproved vendors, with a confirmation copy to the customer. Receive bid proposal(s) from vendor(s). Distribute proposal(s) to customer and facilitate selection of vendors.
+ Serve as an escalation point for, and collaborate with, customers to address vendor performance issues. Drive adoption and use of the Managed vendor processes across the organization.
+ Directs, oversees and monitors workload for the assigned area to ensure resources are appropriately allocated. Assists with scheduling resources and acts as escalation point for issues.
+ Provides support and strategic direction for several key functional areas: Mail delivery & pick up, scan function, mail prepping cycle, overnight mail, inserter and postage application, and shipping and receiving functions. Establishes effective working relationships with key stakeholders, peers, and team members within and across the organization.
+ Applies deep process knowledge to answer daily questions from team members. Understands all work unit processes and systems at an expert level. Has a thorough understanding of how work flows through the unit and connects with other units. Answers questions daily from team members in order to facilitate the work flow and processing of transactions. Can quickly develop or has deep institutional knowledge and can apply that knowledge for all areas of responsibility. Applies process and institutional knowledge in interactions with other departments and outside entities.
+ Conducts research, investigates complaints and handles escalated issues. Researches complex issues that arise out of the course of business. Applies process and institutional knowledge to investigate complaints. Handles escalated issues within the work unit. Brings issues for management review as necessary. Identifies trends and patterns. Provides process improvement recommendations to managers. Uses rigorous logic and methods to develop effective solutions to ongoing issues.
+ Supports all levels of the enterprise. Meets routinely and pro-actively with all levels of the organization. Is supportive and connected to management activities and decision making. Reports issues and/or trends to upper level managers.
Qualifications and Requirements:
+ Experience 5- 6 Years’ experience in a professional work environment.
+ Proven ability to interface with customers and stakeholders at all levels of an organization.
+ Strong problem solving and critical thinking skills, with a proven ability to exercise sound judgment in decision-making.
+ Proven ability to effectively manage competing priorities, reprioritize tasks, and meet deadlines in a high-volume, high-energy environment.
+ Must possess strong communication skills.
+ Must be self-motivated, with a willingness to self-teach and take responsibility for ongoing professional development.
+ Must demonstrate a high commitment to integrity, quality, and service excellence.
+ Proven ability to build relationships and work well in a collaborative, team-oriented environment.
+ Proven ability to manage conflict and resolve issues with diplomacy.
+ Thought Provoking: Capable of making others think deeply on a subject
+ Team Player: Works well as a member of a group
+ Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
+ 5 years: Experience in a professional work environment