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SPS Associate Advisor

Category: Product ID: 4361

Description

About the job

Job Summary

DESCRIPTION

SPS Associate Advisor

Job Description

The SPS Associate Advisor will respond to escalated contacts from Selling/Vendor Partners who need support with a resolution and Andon Cords in real time with the goal of achieving first contact resolution for Selling/Vendor Partners, as well as a remarkable, reproducible Selling/Vendor Partner experience.

Key Responsibilities

  • Meet and/or exceed performance metrics such as quality, productivity, first contact resolution, and attendance. Demonstrate excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
  • Provide accurate and timely resolution to Selling/Vendor Partner and Associates, assist in diagnosing technical, operational, system and process issues.
  • Handle Leadership Escalations and interact with Selling/Vendor Partners on all media channels.
  • Liaise with other departments such as Business Teams, CPM, CIM, ESPR, Merchant Investigations, Payments team or Customer Service as required to resolve Selling/Vendor Partner’s issues and questions.
  • Identify Large-Scale Events (LSE) impacting team or Seller/Vendor Partner and propose solutions to remove barriers and enable resolutions for Selling partners.
  • Have a deep knowledge base in several platforms and specialties with the ability to share that knowledge with others. Ensure processes are followed and take ownership to offer solutions and ensure a perfect interaction for Selling/Vendor Partners.
  • Provide real time coaching and corrective guidance, conduct training sessions as required.
  • Identify Selling/Vendor Partner and Associate success barriers, provides solutions, and drive change through business improvement initiatives.
  • Be flexible to work night shifts, weekend and rotational shifts
  • Willing to learn new skills and provide cross skill/cross site/cross region support on Andons and Escalated contacts from Selling/Vendor Partners.
  • Maintain a positive and professional demeanor, acting as a role model and representing the company in a positive light
  • Conduct deep dives (as required) to identify the root cause on audits/project or ACES related work and participate in site level initiatives.

Basic Qualifications

  • Minimum 1 year of contact handling experience in Selling Partner Support.
  • Candidate should not be on any active performance or behavior related plan.
  • Performance should be in good standing in the last performance cycle.
  • Performance should be in good standing
  • Demonstrates ability to analyze data, using the data to drive decision making.
  • Proven ability to build relationships and influence others across the organization
  • Demonstrates effective, clear and professional written and oral communication.
  • Comfortable in Handling voice call (inbound/outbound)
  • Proven prioritization and time management skills, with a high degree of flexibility.

Preferred Qualifications

  • Detail-oriented, analytical, proactive approach to problem-solving and identification; ability to operate both a granular or macro level
  • Ability to multi-task and make tough decisions in a fast-paced environment
  • Strong written and verbal communication skills including the ability to comfortably engage with all levels of stakeholder up to CEO internally, and any customer externally; ability to translate technical jargon into everyday language
  • Project management skills