Overview

This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office.

The function of the Operations Specialist II is to perform a variety of duties to support the overall Charlotte Commercial Services Operation and E-Commerce Services. Primary function will be support of clients through Support Services and EDI-Ecommerce. Support consists of responding to inquiries, identifying issues, and working to improve standard practices. Candidate must have the ability to analyze data, trouble shoot and effectively communicate with internal and external partners, ensuring inquiries are met with timely resolution. Candidate in this role will need to become an expert in client systems supporting our clients and client engagement.

• Service - Answers inbound communications to service accounts, fulfill requests, or address issues. Determines target needs and provides resolution while maintaining a high standard of service. Identifies appropriate course of action for more complex issues or disputes.
• Communicate with customers to support electronic transmission and navigation within client facing applications.
• Operational Support - Performs various operational tasks that occur during customer, vendor, and associate inquiries. Streamlines the workflow for other associates within the business unit through operational activities. Identifies and communicates process inefficiencies. May offer recommendations for process improvements.
• Analyze and interpret data received, to determine appropriate course of action.
• Meet expected SLAs unless further review is required
• Research and resolve stakeholder inquiries, internal and external
• Supports EDI functionality
• Respond to internal/external client system inquiries via emails and phone calls to Client Support Services Help Desk
• Documentation - Handles standard documentation associated with daily activities, which may include processing, reviewing, or distributing materials. Maintains and updates department records either physically or within a system.
• Business Proficiency - Provides knowledge in area of work. Reviews and maintains knowledge of any laws, regulations, and policies that affect specific job duties to produce work that is accurate, efficient, and compliant. Utilizes product, system, or process familiarity to resolve problems and handle customer requests. May offer guidance and direction to less experienced specialists through knowledge in area of work.
• Work directly with clients and customers to automate information flow and data transmissions.
• May provide training for online client applications.
• Supports late shift assignment.

• Exceptional written and verbal communication skills
• Technical capacity/ Ability to work in a variety of systems
• Electronic Data Interchange experience preferred
• Ability to work independently
• Strong Customer Engagement Experience (role will require external client interaction)