Job description
Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive.
A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.
Great Place to Work®
Most Loved Workplace®
Forbes Best-in-State Employer
PRIMARY PURPOSE: To handle all client related activities for a client’s product recall, retrieval, or market research program. To act as a point of contact for the client and internal departments as it relates to setting deadlines, confirming assignments and responsibilities, monitoring progress and ensuring that the client deliverables are met. To actively communicate progress of the account and troubleshoots with IT, product processing, external shoppers/field reps, and the call center as needed.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- Coordinates the daily communication and logistical activities for each assigned account across IT, product warehouse, call center and finance as needed. Gathers information from other Sedgwick departments to research and troubleshoot issues and document information for the client. Efficiently and competently handles problems, when things go off plan due to (change in scope, change requirements, missed deadlines, etc.) and makes modifications to the plan with the input and assistance of key stakeholders.
- Coordinates and attends daily or weekly status meetings and disseminates information to departmental teams through task and sub-tasks assignments based on the client requirements. Compiles reports as needed for the client deliverable.
- Identifies and implements process improvements for coordinating activities between departments. Consistently looks to improve procedural processes and gathers feedback from clients on a regular basis. Documents process changes and updates for the internal recall/retrieval/mystery shop team.
- Acts as the subject matter expert and escalation point for the client and on new system enhancements and provides training to clients to increase proficiency on the systems and reporting.
- Assists and provide input for business proposals with the sales team members as needed. Assists in the creation and preparation of the wording, business reviews, charts, samples, etc., for proposals as requested. Works with pricing and contracts to assist with cost estimates and budgets. May also provide input to client services, processing, commercial team, and others as necessary to determine strategies to reduce costs.
- Coordinates data transfer and communication models between departments. Monitors and tracks information on assigned clients in salesforce.com.
- Provides soft-sales (up-selling opportunities) or articulate these opportunities through the appropriate sales channels.
- Researches and help resolve field rep/shopper issues (independent contractors) for retrieval/mystery shop clients that are escalated to the manager level or team lead level. Identifies low coverage areas and notify team lead/manager of recruiting needs.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
- Performs other duties as assigned.
- Supports the organization's quality program(s).
- Travels as required.
QUALIFICATIONS
Education & Licensing
Bachelor's degree in business, industrial or process engineering from an accredited college or university preferred.
Experience
Three (3) years of account management/customer service experience, to include two (2) or more years of customer service management experience, and two (2) or more years of project management experience, or equivalent combination of education and experience required.
Skills & Knowledge
- Demonstrates the ability to manage multiple projects simultaneously, gain a thorough understanding of the project assigned, and ensure that the project is completed on time and per specification.
- Demonstrates knowledge of retail, food/beverage or consumer products industry
- Demonstrates good knowledge of internal systems, Service Manager, HermanSeek, CMS, WebApp, etc.
- Demonstrates the ability to ask questions and gather information in order to create customer requested reports. Demonstrates the ability to identify problems and suggest possible causes and solutions.
- Demonstrates the ability to work with customers to improve or change situations using broad knowledge and expertise. Collaborates on identifying needs/ problems and/or developing action plans to support customer business objectives
- Demonstrates the ability to identify and understand customer needs; takes appropriate actions to ensure customer needs are met and proactively searches for ways to increase customer satisfaction.
- Demonstrates the ability to manage own time, activities and resources to ensure department standards are met on a consistent basis.
- Demonstrates the ability to interact and participate effectively in a team environment; actively listen, confront is-sues and provide feedback to others on the team as well as internal and external customers, in a courteous and timely manner.
- Demonstrates the ability to modify behavior, as needed, in order to maintain effectiveness in a changing situation; and with varying tasks, responsibilities, or people.
- Demonstrates the ability to anticipate customer needs, proactively meet those needs and initiate actions to in-crease customer satisfaction.
- Excellent oral and written communication skills, including presentation skills
- PC literate, including Microsoft Office products
- Analytical and interpretive skills
- Strong organizational skills
- Excellent interpersonal skills
- Ability to create and complete comprehensive, accurate and constructive written reports
- Ability to work in a team environment
- Ability to meet or exceed Performance Competencies
WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding, travel as required
Auditory/Visual: Hearing, vision and talking
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.
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