Software Support Manager jobs in Bergenfield, NJ

Pay rate range: $28/hr. to $30/hr. on w2.

Location: 85 Challenger Rd., Ridgefield Park, NJ, USA-Hybrid • (Monday through Thursday in office)

Top Skills:

Data Analysis/Entry, Vendor Management, Microsoft office • (Excel/PPT)

Position:

We’re seeking innovators who are called to not just change the world, but build a better one. We enable the best technology hardware on the planet, but our best is always a prototype for something better and our people thrive with a driven mindset • better builds on better. We believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners and communities.

This full-time position Manages the day to day operations of the outsourced Business Center (BC). The operations Supervisor will be expected to execute the operational duties to contact center and vendor operations in alignment with approved operational goals. The Operations Supervisor audits vendor(s) daily, weekly and monthly deliverables against their contractual obligations and KPI’s. This position will serve as a liaison between client, Consumer accounts and contact center associates/Management.

Roles and Responsibilities:

• Support vendor manager in the implementation of new policies, procedures and standards for outsourced business center
• Support outsourced business center on daily communication with delivery partner related to consumer deliveries, orders reconciliation and system issues
• Coordinate daily communication between Returns teams team and outsourced business center to complete returns reconciliation transactions
• Own End to End order and delivery seeding and influencers programs for home appliances
• Work with vendor Manager to audit quality of contact center agent calls
• Support new accounts on boarded (Retail, Builder, Other)
• Own end to end Damage Allowance program and Approve/Enter daily damage allowances for consumers
• Own end to end Damage Allowance Audit Process for the Consumer accounts offering damage allowances
• Send required daily, weekly and monthly reports

• Interact with multiple departments (internal and external): Consumers (External • staff), Delivery Partner (External- staff), Departments (Internal • staff), Business Center Vendor (External - Supervisor teams to floor associates)

• Work with third party vendor(s) and multiple corporate teams: Logistics Outbound, Reverse Logistics, Supply Chain, Accounts Payable, Order management, Sales and Service, and More.
• Oversee all necessary duties to sustain main goal of ensuring a smooth delivery experience for the end consumers and customers purchasing home appliances from client, directly or through one of the supported retailers.
• Support all necessary duties to sustain vendor manager’s main goal of ensuring a smooth delivery experience for the end consumers purchasing home appliances
• Responsible for turnaround times for vendor reports
• Responsible for new reports needed from vendor
• Responsible for call recordings to audit

Necessary Skills / Attributes:

• Vendor experience, preferably with contact centers, hand-on experience with customer service, order management, vendor training, and sales operations
• Call center experience desired but not required

• Flexible and adaptable to fast-paced, ever-changing environment, with the proven ability to work in ambiguous situations or with limited direction • Works effectively with competing priorities

• Sales-driven; and can perform root-cause analysis to quickly find and present resolutions • looking for someone that is tactical

• Strong Proficiency with Microsoft Office • Excel & PPT

• Strong interpersonal, and communication skills to coordinate and support transactions across multiple teams
• Ability to meet deadlines in a fast-paced and demanding environment
• Regular, consistent and punctual attendance. Must be able to occasionally work later hours and weekends
• Bachelor’s Degree required
• Years of experience: 4 years
• Some experience with Agile project/procedure management preferred
• Pays attention to detail
• Stays up-to-date
• Can easily document a new process or problem
• Can collect and condense data into information that can be acted on
• Excels with computer software programs, i.e. Excel, PowerPoint, Word and new/emerging presentation programs
• Ability to build internal cross-functional relationships and partnerships