The Field Support Specialist will serve as a business partner to the North America Service and Sales organizations, providing customer support with documentation and ensuring compliance with various safety regulations. This role will work cross-functionally across the organization to gather required information for timely responses.
Serve as main point of contact for customer documentation requests and Customer Contract InBox.
Ensure accurate and timely completion of customer-required documentation, including but not limited to Safety related requests, Insurance Requests, Vendor documents, and other general informational requests.
Engage with other internal stakeholders or subject matter experts to handle customer requests in their area of expertise as needed.
Manage Company's relationship and interact with third party vendor certifiers, including coordination of approval and payment of fees, ensuring documents are submitted in a timely manner, communicating gaps to internal stakeholders, and communicating status to sales and service leadership.Includes such Safety Rating services as ISNetworld, Browz, and Avetta.
Develop and maintain central electronic repository for completed documentation and frequently requested information.
Identify and coordinate improvements to customer documentation process to create improved customer experience and efficiencies for the sales and service teams, while ensuring accuracy in documentation.
Partner with cross-functional team to improve responsiveness though the implementation of a new work flow tool in Adobe Workfront (Saas)
Provide monthly performance metrics to include volume and cycle time responsiveness
REQUIRED EXPERIENCE & EDUCATION:
Bachelor's degree preferred
2 to 5 years of relevant business experience
REQUIRED INTERPERSONAL & BEHAVIORAL SKILLS:In addition to the General Responsibilities, the following are requisite interpersonal and behavior skills of the position as well as:
Contract or vendor agreement administration experience
Ability to work under Minimal supervision
Ability to perform work that is varied and requires significant judgment and assessment
Ability to work within a Matrixed organization supporting multiple teams and bringing together multiple Subject Matter Experts to assist in completion of work
Strong written and oral communication skills
Ability to prioritize and manage multiple projects/tasks
Strong Process Management and Organizational Skills
Strong Interpersonal skills
Electronic database creation and management skills