What are the responsibilities and job description for the Customer Portal Support Specialist position at Hitachi Astemo Americas, Inc.?
Description
Position Summary:
Be responsible for managing customer portal administration duties for the Astemo Sales department in the Americas region. Be the main point of contact for the Sales team for user, site, and account registrations and lead user configuration activities.
Overall Responsibilities
Manage the customer portal administration duties for the Astemo Sales department Customer portals include SAP Ariba, Covisint, and others for our main customers Serve as single point of contact for the AM region sales department for customer portal management Responsible for managing the day-to-day operations of the customer portals including user access control, system configuration, workflow design, data maintenance, and providing technical support to users, ensuring smooth procurement processes within the organization by overseeing the portal and its functionalities across different business units. Manage list of customer portals used by Sales and serve as interface with other departments using the portals. Manage the security of the organization and users with self-service tools and resources. Maintain user and provider confidentiality by following Astemo and customer compliance policies. Collaborate with IT and functional teams to define and implement security policies, standards, and procedures. Manage access requests and provide approval for access to secure information from the portals Define and maintain user roles, permissions, and access controls for customer portal modules in alignment with organizational policies Manage list of portal administrators and users Communicate to new/existing users who the customer portal administrators are Maintain and support creation of department policies and procedures, internal and external auditing (JSOX, Certification Audits, etc.) Serve as the subject matter expert to help guide users and respond to issues raised by users Aid in resolving access, login, password resets, user configurations, application error resolution, and other issues by working with customer (OEM) helpdesks Interact with all internal and external customers in a professional and courteous manner Identify and promote opportunities to improve end-user experience.
Manage Roles and Users
Create user roles
Manage the assignment of or addition of new security administrator roles
Request access and obtain approvals for access to Automotive Portal applications
Ensure user information is synced between ERP systems and customer portals (Ariba, Covisint, ...)
Modify user roles
Assist in requests for new applications, application roles or vendor codes
Review all provider portal applications to verify eligibility for portal access and identify, address, and resolve discrepancies on applications
Approve user profile changes
Manage reassignment of user sign-ins
Create users
Ensure security measures are in place to prohibit unauthorized users to access customer portals
Manage reactivations of users
Edit User Roles and Reset Passwords
Deactivate users who have been terminated
User Onboarding & Training
Lead onboarding and training or new account requests
Assist users in understanding customer portals, including, but not limited to:
Access requirements and login procedures
Portal features and navigation
Training resources
Creating and tracking support tickets
Distributing policies and documents
Managing purchase orders and tracking order deliveries
Looking up quotes and invoices
Sharing detailed FAQ information
Monitor user activity
Account Configuration
Manage new organization registrations - set up company profiles as required Manage account hierarchy (parent-child) in the case where multiple network accounts have been created Manage profile information requested by customers including Supplier Profile Questionnaires Identify and assign team members responsible for completing customer questionnaires Supplier code management
Update site Certification (e.g. IATF16949 and ISO14001, MMOG) status
Track upcoming expiration dates of certifications
Set notification preferences Subscribe to important bulletins and alerts from each portal. Configure Electronic Order Routing - EDI setup, testing, and verification before customer orders start Configure Electronic Invoice Routing Configure Tax Information
Minimum Qualifications (Education, Experience, and Skills):
- Associate degree in IT, Business Administration, or Computer Science
- Minimum of 3 years of related work experience in a customer or technical support role
- Must have excellent communication skills
- Knowledge of Microsoft Office Suite (EXCEL, Word, Powerpoint) to perform job duties
- Must have experience working with multiple types of internal and external customers
- Must have experience reporting and presenting to multiple levels of management
- Must have the proven ability to: make sound business decisions; exercise good judgment; solve problems effectively; to project and maintain a professional, highly motivated, positive image and demeanor, high level of effectiveness working independently or as part of a team.
- Must have ability to multitask, adapt to direction changes, and perform effectively under fast paced conditions.
- High Ethical Standards
Preferred Qualifications (Education, Experience, and Skills):
- Associate degree in IT with related coursework in systems administration
- Advanced level knowledge of customer portal (e.g. SAP Ariba, Covisint) administration
- Certification in SAP Ariba
- Four to five years of experience as an IT or Technical Support Specialist
- Familiarity with automotive OEM and Astemo Business Development structure, policies and procedures
- Knowledge of automotive manufacturing or other manufacturing process knowledge
Education: Associate degree in IT, Business Administration, or Computer Science
Experience: 3 years experience in a related field.
Job level is determined by various factors such as organization size, responsibility, career stage, and capabilities.
Supervisory Responsibilities: None
Working conditions:
Physical Demands: Required to sit or stand for long periods of time. The employee may occasionally lift and/or move up to 25 pounds. Have ability to work 40 - 60 hours per week.
Travel: Domestic and some international travel up to 5%
Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities
If you need a reasonable accommodation to apply for a job at Hitachi, please send the nature of request and contact information to jobs@hitachi-automotive.us. Queries other than accommodation requests will not be responded to.
