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Customer Technology Solutions Specialist
2 months ago
The Customer Technology Consultant is a key position within FedEx Supply Chain, responsible for managing and delivering technical services to support customers across various business units. This role involves overseeing customer programs, building relationships with internal and external stakeholders, and providing direction to IT teams.
Key Responsibilities- Manage overall customer programs from an IT perspective, including customer relations, service delivery, and performance.
- Oversee various customer programs, customer relations, projects, and support activities.
- Effectively partner with and build solid relations with internal and external customers, corporate IT team members, and other business partners.
- Provide direction to onsite and remote IT teams that are part of a matrix organization.
- Manage and act as single point of contact for all phases of software development, production support, and systematic reporting.
- Monitor all production support processes and activities, including defect identification and resolution, to meet service levels.
- Review and monitor all systematic reporting tools relating to summary and detailed billing claims activities.
- Maintain comprehensive action item logs and IT metrics package to ensure continuous improvement activities.
- Work closely with the business owner as a subject matter expert on system capabilities, interfaces, and customer touch points.
- Interface with the customer and project management team regarding user needs to promote an environment of user cooperation and satisfaction.
- Analyze, interpret, and summarize data in preparation of statistical and analytical reports.
- Schedule and act as primary facilitator for weekly or as required IT meetings, providing and maintaining products for status, issues, and risks related to program activities.
- Take an active role in strategic planning activities related to the program.
- Follow corporate vision, mission, and values in daily activities, following the highest ethical standards in all activities undertaken.
- Keep current on supply chain technologies, capabilities, and trends.
- Bachelor's Degree or equivalent in Computer Science, Information Systems, or related field and 6-8 years of relevant experience.
- Outgoing, action-oriented self-starter who enjoys a fast-paced dynamic environment.
- Must have knowledge of Microsoft Applications: Word, Excel, PowerPoint, and Project.
- Working knowledge of Supply chain Systems specifically middleware applications, client-server applications, versioning software such as CVS, TOAD, and other tools a strong plus.
- Strong business knowledge and understanding in the following areas: Operations Management and Supply Chain applications such as Order Management, Inventory, Manufacturing Execution, or Warehouse Management.
- Experience with Manhattan WMOS is a plus.
- Excellent Communication Skills with high degree of verbal and written proficiency both technical and operational.
- Use and support of structured processes and techniques.
- Technical services knowledge and understanding for computing devices in the following areas: New Product Introduction, testing/diagnostics, software/BIOS installation and configuration.
- Extensive systems integration experience with transactional interfaces.
- Knowledge of reporting services/applications such as: TibCo, Spotfire, and Oracle BI, a plus.
- Knowledge and experience in a SSAE-16/SSAE18 SOC and IT General Controls desired.
- Knowledge of enterprise hardware platforms such as LINUX, Windows, Oracle relational databases is desired.