Customer Engagement Operations Specialist

WOLVERINE; City Of London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading global footwear and apparel company is seeking a Customer Engagement Operations Specialist. This critical role involves providing technical support, improving customer service processes, and training staff. The ideal candidate will have experience in SAP support and strong communication skills to liaise effectively with internal teams. This position is based in the City Of London, United Kingdom.

Qualifications

• Experience in SAP support and customer service operations.
• Ability to conduct business analysis for process improvements.
• Strong communication skills to liaise between teams.

Responsibilities

• Act as a liaison with technical teams to resolve SAP challenges.
• Conduct business analysis on customer service process improvement.
• Train customer service staff on system enhancements.

Skills

SAP support

Business analysis

Strong systems knowledge

Technical support

Training development

Job description

Wolverine Worldwide is a global marketer of branded footwear, apparel, and accessories. With an established global footprint that spans approximately 200 countries and territories, as well as a rock-solid infrastructure, Wolverine Worldwide is dedicated to advancing the following brands that comprise the ever-expanding portfolio: Bates, Chaco, Cat Footwear, Harley Davidson Footwear, Merrell, Saucony, Sweaty Betty and Wolverine. Wolverine Worldwide's continued success is driven by our ability to stay true to our simple mission: we empower, engage and inspire our consumers - every step of the way.

The Customer Engagement Operations Specialist performs a variety of technology support services for Customer Service, brand and functional partners. Identifies opportunities for improvement in operational processes and provides technical solutions. Also, acts as the liaison between Customer Service, brands, functional partners, and the Technology team. Provides ongoing technical support to both internal and external customers. Responsible for SAP support for Customer Service, brands, and functional partners.

Responsibilities

• Act as a liaison with technical team to solve complex SAP support challenges. Update system documentation as assigned.
• Provide consulting and maintain the SAP allocation process to support brand requirements.
• Conduct business analysis on customer service process improvement initiatives. Activities include, but not limited to gathering information, business analysis, solution identification, solution requirement specification and solution implementation.
• Support ongoing coordination between the customer and technical support to ensure data transfer procedures, pricing and invoicing are functioning correctly.
• Support customer service department by applying strong systems and software knowledge to improve processes. Presents solutions and/or recommendations to solve issues within the area.
• Train the customer service department on enhancements and processes by developing written documentation. Training will include group and individual "how-to" sessions.
• Develop and provide standard and custom reports for customer service internal measures as well as solutions for common customer requests.
• Maintain electronic product catalogs and distribute UPC codes at customers' request.
• Supports EDI by partnering with the Technology department to facilitate new customer set up and configuration. Communicates and educates brand partners on processes and solutions.
• Maintains awareness of current technologies and technological trends; assimilates new technology into company work environment.
• Performs duties consistent with the company's AAP/EEO goals and policies.
• Performs other duties as required/assigned by manager.

EEO Statement

Wolverine Worldwide, Inc. is committed to creating a company that is as diverse as our consumers. We value the differences in one another and believe our differences make us stronger. Our diverse and inclusive corporate culture starts with the recruitment process. We are committed to being an equal opportunity employer. We aim to create equal opportunities for our associates, customers, and suppliers regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other legally protected characteristic.