Kenvueは現在、以下求人を募集しております。
Source to Pay Specialist私たちがしていること
私たちKenvueは、日々のケアが持つ驚くべき力を信じています。100年以上の伝統と科学に根ざし、Neutrogena®, Aveeno®, Tylenol®, Listerine®, Johnson’s® and BAND-AID®など、皆様が既にご存じでご愛用いただいているアイコニックなブランドを提供しています。科学は私たちの情熱であり、ケアは私たちの才能です。
Who We Are
私たちのグローバルチームは、インサイトとイノベーションに情熱を注ぎ、最高の製品をお客様にお届けすることに全力を注ぐ、多様で優秀な22,000人以上の社員で構成されています。専門知識と共感力を備えたKenvuerであることは、毎日何百万人もの人々の生活に影響を与える力を持つことを意味します。私たちは、人を第一に考え、全身全霊をもってケアし、サイエンスで信頼を獲得し、勇気をもって解決します。私たちとあなた自身の未来を、共に切り開いていきましょう。
Role reports to:
Global Head of Operations and Enablement場所:
Latin America, Colombia, Distrito Capital de Bogota, Bogota勤務地:
ハイブリッドあなたがすること
The Source to Pay Specialist is responsible for delivering outstanding customer service and resolving inquiries across various communication channels, such as phone calls, emails, and chat. Additionally, this position will also contribute to complex tasks, projects, process alignments, and act as a point of contact for various functions within the organization. A significant portion of its time will also be dedicated to training, ensuring quality deliverables and fostering continuous improvement.
Key Responsibilities
- Provide outstanding customer service by responding to employee inquiries promptly, professionally, and accurately through phone calls, emails, and chat.
- Assist and encourage users/employees to make effective use of self-service options, systems, products, and services to drive rapid resolution and empower customers. Educate and inform employees of the full range of services available to them, promoting self-service as an efficient and convenient way to meet their needs.
- Effectively diagnose and troubleshoot issues, identify the root cause, and provide appropriate solutions. Escalate complex problems to higher-level support teams when necessary, ensuring timely resolution.
- Apply strong problem-solving skills to analyze complex customer issues, evaluate available resources, and propose creative solutions to meet employee needs, in accordance with standard operating procedures.
- Demonstrate proficiency in utilizing digital tools, platforms, and systems to deliver exceptional customer service and navigate various online resources effectively. Utilize case management systems and telephony tools to access customer information, log interactions, and efficiently address inquiries.
- Communicate with customers in a clear, concise, and empathetic manner, adapting your communication style to meet the needs and preferences of each employee.
- Actively participate in process improvement initiatives by identifying areas for optimization, suggesting improvements, and implementing best practices to enhance the overall employee experience.
- Adhere to quality standards and guidelines to ensure the delivery of accurate and high-quality customer service. Participate in quality monitoring programs and take corrective actions to address areas of improvement.
- Collaborate with cross-functional teams to escalate and resolve complex inquiries or issues that require specialized expertise. Act as an elevated support resource for administrative tasks, process alignment, and point of contact for different functions within the organization, such as Invoice Processing, Payments, etc.
- Conduct thorough training sessions for new team members and provide ongoing coaching and support to enhance their skills and knowledge. Develop and maintain training materials and ensure consistent and effective training delivery across the team.
- Monitor and evaluate the quality of support provided by the team, identifying areas for improvement and implementing appropriate measures.
- Contribute to the development and maintenance of knowledge base articles, process documentation, and standard operating procedures.
- Monitor real-time contact center performance, including service level adherence, queue management, and agent availability, to make necessary adjustments and ensure optimal customer experience.
- Generate and analyze workforce management reports to identify trends, forecast staffing needs, and recommend appropriate scheduling adjustments to optimize resource utilization.
- Ability to perform a wide range of administrative activities, including workforce management, report generation, and other ad hoc administrative tasks to support the smooth functioning of the contact center operations.
What We Are Looking For
Required Qualifications
- 2+ years of experience in Shared Services or Customer Service role or equivalent experience.
- Strong knowledge of Source to Pay processes, policies, and regulations.
- A genuine passion for providing exceptional customer service and unwavering commitment to customer satisfaction.
- Proven ability to analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations.
- Excellent prioritization skills, ensuring timely follow-up and resolution of customer inquiries.
- Strong organizational skills, meticulous attention to detail, and a determined approach to resolving any outstanding issues.
- Exceptional written and verbal communication skills, exhibiting professionalism in internal and external communications. Possesses an excellent telephone manner and effectively communicates with clarity, conciseness, and professionalism.
- Demonstrated ability to multitask, efficiently handle multiple tasks simultaneously, and manage time effectively in a fast-paced environment.
- Ability to empathize with customers, actively listen to their concerns, and maintain patience and composure during challenging interactions.
- Demonstrates trustworthiness and discretion in securing and maintaining confidential information. Exhibits professionalism and exercises sound judgment. Understands the short-term and long-term implications of decisions and actions.
- Strong interpersonal skills, fostering effective collaboration as part of a diverse team to achieve common goals.
- Flexibility to adapt to changing support requirements and willingness to acquire new skills and knowledge.
- Thrives in a fast-paced, self-directed team-based environment, delivering results with efficiency and accuracy.
- Willingness to work in a shift-based schedule, including mornings, evenings, weekends, and holidays, to ensure comprehensive coverage in a 24/5 contact center environment.
Desired Qualifications
- Experience in a shared services organization (e.g. HR, Finance, Procurement, or Contact Center)
- Strong preference will be given for multi-lingual speakers including English, Chinese, Japanese, Spanish, Portuguese, German, French, Italian, etc.
- Understanding of shared service and contact center operations
- Experience with service center technologies and processes
- Experience in training delivery and quality assurance is highly desirable.
- Strong knowledge of workforce management principles and practices.
What’s In It For You
- Competitive Benefit Package
- Paid Company Holidays, Paid Vacation, Volunteer Time, Summer Fridays & More!
- Learning & Development Opportunities
- Employee Resource Groups
- This list could vary based on location/region
Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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