R2P End-to-End Support Specialist

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在 Kenvue，我們意識到日常護理的非凡力量。我們以一個多世紀的傳統為基礎，植根於科學，是標誌性品牌的品牌 - 包括您已經熟悉和喜愛的 NEUTRGENA®、AVEENO、TYLENOL®®、LISTERINE®、JOHNSON'S® 和 BAND-AID®。科學是我們的熱情所在;關心就是我們的才能。

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Job Summary:

The R2P End-to-End Support Specialist will be the R2P Helpdesk subject matter expert and will be the representative to the assigned function’s process alignments in order to deliver exceptional and consistent service to our Kenvuers.

What You Will Do:

The R2P End-to-End Support Specialist is responsible for delivering outstanding customer support and resolving complex inquiries across various communication channels, such as phone calls, emails, and chats. 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 support by responding to business and supplier inquiries promptly, professionally, and accurately through phone calls, emails, and chat.

• Assist and encourage users to make effective use of self-service options, systems, products, and services to drive rapid resolution and empower customers.

• Educate and inform business and suppliers of the full range of resources available to them, promoting self-service as an efficient and convenient way to meet their needs.

• Effectively diagnose and troubleshoot issues, identify root causes, 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 issues, evaluate available resources, and propose creative solutions to meet business and supplier needs, in accordance with standard operating procedures.

• Demonstrate proficiency in utilizing digital tools, platforms, and systems to deliver exceptional customer support 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 customer.

• Actively participate in process improvement initiatives by identifying areas for optimization, suggesting improvements, and implementing best practices to enhance the overall stakeholder experience.

• Adhere to quality standards and guidelines to ensure the delivery of accurate and high-quality customer support. 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 R2P Triage, R2P Accounts Payable, Vendor Master, Finance, 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 articles, process documentation, and standard operating procedures.

• Review R2P Helpdesk performance, including service level adherence, queue management, and agent performance, to help team leads and manager make necessary team adjustments and ensure optimal customer experience.

• Analyze workforce management reports to identify trends, case management challenges, including but not limited to overdue cases, and incorrect case routing.

• 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 R2P Helpdesk operations.

Required Qualifications

·       2+ years of experience in Shared Services or Customer Service role or equivalent experience

·       Strong preference will be given for multi-lingual speakers including English, Chinese, Japanese, Spanish, Portuguese, German, French, Italian, etc.

·       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. 

·       Strong knowledge of Source to Pay processes, policies, and regulations. 

·       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.

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