Customer Service Business Process Operation

3 days ago

Ridgefield Park, United States BTI Solutions Full time

Why work with us?

Proven people.

Everyone on our team has earned a CPC (Certified Personnel Consultant) or CTS (Certified Temporary Staffing Specialist) accreditation from the National Association of Personnel Services. We are experts at staffing and recruiting with more than 16 years of experience serving employers.

Proven process.

Our approach to staffing isnt just a little bit different; its a whole different ball game. While most staffing firms emphasize transactional services (taking and filling job orders), BTI Solutions focuses on providing more strategic solutions.

By acting as workforce consultants, we are able to find innovative and intelligent strategies for improving productivity, meeting project deadlines, improving hiring quality, decreasing turnover, and reducing total labor costs.

Our recruiting and candidate assessment process assures the highest quality matches between job seeker and employer, so you will get people who not only have the right qualifications but who also have the appropriate personality fit for your organization.

Proven results.

More than anything, the biggest difference with BTI Solutions is the one that matters most: bottom-line results.

  • 95% client satisfaction rate - measures client satisfaction vs. expectations.
  • Our clients have worked with us for over 10 years, on average.
  • BTI Solutions counts 4 Global Telecommunication companies as clients.
  • Client referrals are BTI Solutions largest source of new clients.
  • Google Review 4.4, Facebook Review 4.8


Customer Service Business Process Operation

General Description:

Intelligent Customer Service Team is on a mission to provide most reliable and optimized business support to our clients and are looking for Sr. Staff/Manager level people with excellent communication skill, required to communicate with HQ in Korea, business process optimization with our current services and products in the production environment.

This position requires to analyze as-is state, identify customer needs and values, develops new or enhanced business process & procedure, establishes to-be state with plans, and execute given tasks based on customer demand and requirement. This position requires to be on-site with customers office.

Essential Responsibilities:

Achieve daily, weekly, monthly, quarterly and annual business requirement and demand for process review and analysis and insights to improve or update critical status established by customer group head in process innovation team.

Work in close collaboration with our customer; operation and process innovation teams to ensure that delivered services fully meet customers need.

Global Parts Center America (GPCA) On-site Process and System Support: Runs 8 Parts warehouse system in North America supporting Authorized Service Centers and major dealers (Total 3.0K customers and 8 Parts warehouse)

NAHQ PI Project Support

- B2B Premium care process innovation and system improvement

- B2B Premium care system implementation

- GPCA process and system improvement

Supporting Systems: Understand data/function flow and provide technical support or guideline

Warehouse Management System (WMS): Warehouse management process/system consulting, data analysis, and WMS program management

GCIC/GSPN: NERP-related program process/system consulting

N-ERP: Service parts operation process/system consulting, data analysis, and N-ERP program management

Legacy Portal: B2B VD portal

N-ERP, GCIC, WMS program/function analysis

Analysis on interface among systems

Design and Analyze legacy systems

Support Process

Parts purchasing from vendors

Inter-company parts sales process to Canada

Domestic/Export parts sales

Master Data Management - material, customer, vendor, price, etc.

Inventory and warehouse management

Parts return and refurbish process - Normal return, core value parts return and parts refurbish

B2B SVC process : Return, Exchange, Contract management

LED process : Indoor LED RMA process

Prismview : Outdoor LED SVC process

Must Have the Following Competencies:

N/A

Supervisory Requirements:

No

Requirements:

At least 5+ years business process planning/execution and customer care and relevant industry for solution/service based consultation experience preferred

Bachelors degree required in computer science or relevant fields

Product parts management with warehouse, logistics, procurement, return related solution experience preferred such as WM, SAP MM, SD and/or CIC modules

Data analysis to retrieve required information and convert into final output required

Should have strong documentation and communication skills to demonstrate ability to manage complex collaboration with decision maker in relevant and co-related inter-department

Proactive involvement to have a working knowledge of the industry along with a pulse on what is forthcoming and should be able to adjust quickly

Possess growth-oriented philosophy and be able to manage growth responsibly

Ability to work effectively within a team and/or individual

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