Customer Service Technology Lead

Kelly; Jacksonville (FL); On-site; USD 110,000 - 140,000; Full time

Job summary

Kelly Services in Jacksonville, FL is recruiting a Technology Operations Manager, Customer Service, to lead Order to Cash system initiatives and align Customer Master and BPX teams with business goals.

The role requires strong SAP OT C expertise, proven leadership, and the ability to define requirements, manage test plans, and drive process improvements across CRM, EDI, and order processing while maintaining SOX/compliance and coordinating with Global IT, Finance, Commercial, Sales and Marketing.

Qualifications

• Minimum 5 years of SAP experience in Order to Cash
• Proven leadership of teams and projects
• Strong SAP SD functionality knowledge; SAP ECC/S/4HANA experience preferred
• Experience defining business requirements and designing SAP solutions for order processing

Responsibilities

• Define Order to Cash functional requirements and test plans
• Lead BPX and Customer Master teams to meet service levels
• Own requirements, test planning and enhancements across CRM, EDI, and order methods
• Ensure CS processes comply with SOX, audit requirements and internal policies

Skills

SAP OT C

SAP ECC/S4HANA

Team leadership

Project management

Stakeholder management

Requirements gathering

Tools

Excel

PowerPoint

Job description

Kelly Services is recruiting for a Technology Operations Manager, Customer Service, located in Jacksonville, Florida.

Key Responsibilities:

• Serve as a central facilitator in driving the definition of Order to Cash functional requirements.
• Leads the BPX and Customer Master teams to meet or exceed agreed service levels.
• Leads ownership of requirements, test plan development, and all Customer Service enhancements/break-fix issues, CRM, EDI, or other order method processes within the Order to Cash functions
• Ensures CS processes that impact systems or customer master adheres to company policies and internal & external audit requirements, i.e., SOX, BSI, etc.
• Oversees training and development of BPX and Customer Master teams
• Effectively lead and liaise with Deliver Leadership, Global IT, Finance, Commercial, Sales & Marketing teams to ensure day-to-day processes and CS related system projects are delivered.

Education:

Experience and Skills:

• Demonstrate excellence in oral and written communication, with the ability to clearly document responsibilities and develop comprehensive technical design documentation
• Analytical Prowess: Excellent problem-solving and analytical skills
• Adaptable and resilient
• Experience in leading teams, managing projects, and influencing stakeholders
• Strong interpersonal and organizational skills
• Ensure compliance with architectural principles and industry standards, participate in testing, and provide ongoing support and training to end-users.
• Open minded with ability to drive transformational change
• Functional knowledge of Contact Center technologies and metrics
• Demonstrate ability to assess workflows, identify automation opportunities, and deliver process enhancements from concept to completion

Preferred:

• Minimum of 5 years of SAP Experience in Order to Cash functions
• Minimum 5 years of experience leading and managing teams is required
• Extensive knowledge of SAP SD standard functionality, with experience in SAP ECC & S/4HANA preferred. Experience with integrations with other SAP modules is essential.
• Extensive experience in analyzing and defining business requirements to create SAP solutions for sales order processing, pricing, ATP (Available-to-Promise), delivery, invoicing, returns, and intercompany scenarios.
• Collaboration experience with business process owners, stakeholders, and cross-functional teams to gather requirements, present solution designs, and facilitate workshops
• Experience with enterprise system design, data transformation, data mapping and data design documentation and presentation desired
• Experience in customer master data governance, including establishing standards, ensuring data quality, and maintaining compliance across systems Extensive project management experience
• Proficiency in Microsoft applications, with advanced competency in Excel and strong skills in PowerPoint
• Expertise in facilitating organizational change and ensuring successful implementation of new processes or technologies

Other:

• Manage workflow production and oversee training for new employees on assigned tasks; provide guidance by answering job-related questions across multiple areas.
• Report on performance, recommend advancements, and implement new or revised procedures while working independently under broad guidelines, exercising initiative and sound judgment.