Customer Contract Admin(Call Center)

Job Description Summary

Reporting to the Sr. Director of Global Transportation and Warehousing, the main purposes of this position is to: 1) Expedite transition of suppliers utilizing client’s outdated shipping account numbers to new contracted shipping accounts in order to avoid increased shipping rates from the outdated accounts. 2) Quantify and remediate historical spend for the use of client’s outdated shipping accounts and associated charges.

Primary Responsibilities and Duties

- Work with procurement and operations personnel to identify suppliers utilizing outdated shipping account numbers to ship client product. This occurs when suppliers are provided CLIENT’s previously contracted account numbers by sites or internal account representatives to ship client both direct and indirect materials. - Conduct phone call outreach to each supplier identified ensuring the current shipping account is properly established and all previous accounts are removed. - Consolidate, standardize, and communicate by phone and email the account number distribution within client to ensure all internal shipping accounts have an identified owner who understands and adheres to the terms of the new account when in contact with or advising a supplier on shipping information. - Quantify the historical spend for the use of client’s outdated shipping accounts and associated charges. Upon communication of new account information, quantify and track the future spend of those same suppliers to ensure proper usage of shipping accounts. - Conduct follow-up with Suppliers and internal shipping account representatives for those accounts that are not properly supporting the usage of the current shipping account numbers.

Scope of Responsibility

This position will directly interface with client suppliers and internal client employees who serve as the shipping account owners to ensure 1) new shipping accounts are properly utilized and 2) outdated shipping accounts are removed. This activity substantially reduces client’s cost exposure under a new global contract and supports synergy targets. This role is an individual contributor with no direct reports or management responsibility.

Sphere of Influence

This position will influence client suppliers and internal client employees who serve as the shipping account owners to ensure proper utility of new shipping accounts. For example, Supplier X has contracts with multiple client sites to provide supplies and materials to these sites. Each site has an internal point of contact for managing the Supplier X supplies. This position will communicate with both Supplier X and the internal point of contact to ensure the supplies and materials are shipped to each client site using the new shipping account information. This position will also track compliance with required changes and follow-up with those individuals who do not properly transition to the new account usage. This position will be a member of the Global Transportation Team.

Degree of Accountability

Accountable for identifying suppliers using outdated shipping accounts, prioritizing the most impactful suppliers first, and ensuring proper transition to new shipping accounts. The communication with suppliers will be based upon talking points provided through a script. However, the incumbent will need to respond quickly to questions that may not be scripted in a professional and thorough manner, representing client with the utmost professionalism. The impact on quality - this impact includes validating our new global small parcel contract is being properly utilized across the client organization and our supplier base.

Required Skills

• Excellent interpersonal and verbal communication skills that support extensive phone contact and email usage with suppliers and internal client employees • Strong customer orientation and customer service delivery • Strong change management skills. Proven change agent with a track record of change management success; able to create and implement change • Highest levels of personal and professional integrity • Ability to deal with ambiguity and function effectively under pressure • Positive attitude when dealing with adversity or challenges • Excellent command of written and verbal English language • Advanced proficiency in phone, email, and Microsoft Office technology

Education

High School diploma required, College degree preferred

Experience

2+ years of call center experience