Customer Support Analyst

NA DIGITAL PLATFORM OPERATIONS SPECIALIST

JOB FUNCTION

As the NA Digital Platform Ops Specialist , you will Lead and Inspire the North America (NA) Digital Sales TEAM in its effort to create unbreakable consumer relationships. You will leverage digital to fuel the next generation **** Network and frictionless service at scale.

You will work closely with the Global Digital GTM Excellence team, other **** Geographies and Territory teams for a continuous improvement of our current technologies, processes, combined with research on innovative services and solutions.

The NA Digital Sales Tools team operates in a fast-moving environment and the ability to navigate within the **** matrix is essential, as is the ability to create an environment for stimulating collaborative new ideas, new concepts.

MISSION:

Elevate An Integrated Digital User Experience

• Evolve the digital platform and its sales applications through various internal and external sources of information such as user’s feedback, industry and technology exhibition/publication
• Provide services that are integrated with a seamless, intuitive and user-friendly experience
• Engage frequently and in a creative way with the ****.net users to stay connected and ahead of the game
  
  

Enable the **** seasonal sell-in process through the right information at the right time

• Collaborate with your global counterparts to activate seasonal stories, product, technology and innovation. Produce additional content assets to fill gap(s) and/or to complement the available package
• Work with the Merchandising organization to seasonally release a complete and on time segmented assortment offering
• Attend and observe key seasonal sell-in meetings to maintain a strong connection and to continuously seek for improvements
  
  

WORK FOCUS AS % OF TIME:

INBOX COVERAGE 60%

• Address Retailer and internal ****.net user inquires around all ****.net applications.
• Work cross-functionality with DGTM, Sales Ops and MPO teams in trafficking issues to the appropriate stakeholders.
  
  

APPLICATION SUPPORT 30%

• Identify and resolve all application or performance issues.
• Log tickets for technical support with our Production Support team through ****Now.
• Manage ****.net Portal application. New User approval, set up and maintain user profile information.
• Point person on any UAT testing around ****.net application enhancements.
• Gather and document feedback from retailers on ****.net applications and working back with the Sr Digital Platform Manager on enhancements.
  
  

TRAINING 10%

• Provide retailer training sessions for all ****.net applications.
• Maintain Onboarding guide and any application training materials.
• Develop and maintain accuracy of online help.
  
  

REQUIREMENTS:

• Bachelor’s degree in Business, Sales, Ecommerce, Digital or related field
• 2 years professional experience or an additional 2 years’ experience in lieu of a degree
• Demonstrated ability to achieve results in a dynamic environment and to deliver on strategic, tactical and operational levels
• Excellent verbal and written communication skills, including meeting facilitation and presentation skills
• Pro-active problem solver with the ability to assess a challenge and develop action steps for resolution
• Experience with business process improvement methods & project management skills a plus
• Demonstrated a strong customer and services orientated
• Skilled in Microsoft Office (PowerPoint, Excel), experience with SAP and Salesforce.com is a plus
• Fluent in English – written & verbal