Customer Service Representative I (58999)

Job Summary:

As a Customer Care Workflow Specialist, you will identify current gaps and waste in existing customer care workflows and work with employee teams to improve processes and increase the satisfaction and retention of internal and external customers.

Essential Functions:

• Use data to streamline processes with focus on reducing waste, pain points and lead time while improving quality.
• Work with all Customer Care departments to improve communications.
• Lead workflow development and process improvement in areas of responsibility.
• Manage multiple initiatives simultaneously.
• Help ensure that standard work is being created, followed, and maintained in areas of responsibility.
• Conduct and document training in new processes.
• Planning strategy for the areas of responsibility.
• Troubleshoot problems.
• Assist in responding to customers when problems/situations arise and work to achieve a mutually agreeable and satisfactory action.

Knowledge, Skills and Abilities

• Proven initiative, creativity, and determination in identifying and solving problems.
• Experience with Lean concepts including identifying and leading initiatives that reduce cost, waste, and lead time.
• Strong analytical capabilities utilized for fact-based decision making.
• A process-driven focus with excellent organizational skills.
• Balance of urgency to complete a project yet patience to let team members discover solutions.
• Proven skills to manage multiple projects around workflow/process development and improvement.
• Clear understanding of root cause analysis and ability to suggest resolutions.
• Strong capability to execute tasks with quality, within deadlines and with a positive impact on customer service.
• A solution driver and proactive thinker.
• A change driver.
• Possess excellent written and oral communication skills along with public speaking skills.
• Leadership skills - interpersonal, motivational, teaching and training, problem solving, facilitation, etc.
• Sales/customer service aptitude.
• Ability to grasp new concepts quickly.
• Ability to document current processes and recommend efficiencies.
• Ability to work both independently and as a member of a team.
• Comfortable and competent with learning and understanding data systems as well as Microsoft Office suite
• Have a thorough understanding of printing/graphic arts.

Minimum Requirements:

• Bachelor's degree in a related field and a minimum of two years' experience with lean/six sigma discipline OR
• Associate degree and four years' experience with lean/six sigma discipline
• Demonstrated advanced proficiency with MS Word, Excel, Outlook, and Windows based databases.