Management Trainee - Customer Enablement / Experience: ICAN

Responsibilities

Timely resolution of requests flowing through ICANs case management system requiring:

o Research and/or tracking of an order.

o Contacting vendors for invoicing, order cancellations/amendments/status, etc.

o Sourcing and applying of freight and special service quotes.

o Expediting a pick on an order or any other distribution request.

o Expediting of drop ship orders as needed.

o Estimated delivery dates or lead times on products.

Understanding and support of established client business processes that align with Pre-Invoice Support

Navigation and understanding of external business partner resource tools and reporting.

Attainment of specified goal targets and objectives for direct job scope and overall department performance.

Building solid relationships with other internal departments and vendors.

Evaluation of current processes for improvement and work on recommendations with management.

Working as a team to manage daily workflow.

Handling escalated customer issues when necessary.

Answering emails and incoming calls from internal customers as needed.

Assist to hire, groom and help new members to onboard

Provide input for promotions and staff reviews

Facilitate regular 1 on 1 meetings and direct goal development and progress

Perform weekly trending-based coaching to manage team members performance

Handle a Team of FTEs and be responsible for day-to-day quality assurance, monitoring and coaching of the team

Contact person for client and internal stakeholders for any customer relations related issues.

Provide technical guidance and share knowledge on processes and systems within the team in daily operations, train new joiners

Support and coordinate the team on daily processing/operations, workload allocation

Manage the flow of day-to-day operation, Respond to customer queries and concerns