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Company seeks Sales Operations Associates to join our expanding North America (NA) Sales Operations Excellence team for the Corporate Gift Cards Channel. The NA Corporate Gift Cards channel is fast growing, multi billion business through which Company sells gift cards to corporate clients (Company Incentives) and retailers such as Walgreens, Safeway, and Kroger (Brick & Mortar).
The Company Gift Cards and Company Balance Products (e.g., Reloads, Company Cash) exist to drive the Company Flywheel by adding new customers and driving higher engagement from existing customers by meeting the following customer needs:
1)Gifting: We strive to make Company Gift Cards the world's most convenient and desired gift.
2) Paying: Customers need and desire access to multiple payment instruments and tools to plan and manage spend on Company. To meet these needs, we invest in making it easy to find, discover and use Company Balance products.
The ideal candidate will have a high attention to detail, be able to work in a fast paced work environment, and a track record of supporting process improvement. The position also requires strong communication skills (verbal and written) and the ability to build and maintain strong relationship internally and externally. The job requires the candidate to process very high volumes of data manually in Salesforce and Gift Card System. The candidate is expected to be accurate and complete in their operational task activities. The ideal candidate is a motivated self-starter who can work independently in a fast-paced, ambiguous environment with limited supervision. The candidate must be a fast learner, who is smart in prioritizing tasks, complete all the manual processing tasks within the same day and quickly absorb the nuances of Company Gift Cards and Company Balance Products offerings as well as the behavior of Company's GC internal systems (Salesforce, GCS, COUPA, OFA, etc.). The candidate will be analytical in their decision making, with the demonstrated ability to drive issues to completion. Experience with the payments industry and sales operations is preferred.
Roles and Responsibilities:
Day-to-day Sales Operations Tasks (95%): Research and resolve escalated client/customer service issues (around 20 case types and 250 contacts in a day) in Salesforce service cloud within one business day (including response and resolution). Manually- onboard contracts, apply payments to customer accounts, complete order processing and fulfillment of gift cards orders for the Corporate Gift Card program with the same business day to meet the client and customer service level agreement. The person should be able to audit their work independently to ensure accuracy and completeness in their task activities. There is a high bar to meet the service level agreement, accuracy and completeness 100% of the time for the operational task process. Provide support in all phases of the client on-boarding process, including system configuration and set-up, client Q&A, and launch.
Process Improvements (5%): Reduce customer contacts by initiating projects that will result in self-service case resolution or auto case resolution with minimum human touch.
The candidate possesses a track record of successful relationship management, strong analytical and business acumen, managing reporting and analysis. Great communication skills, customer obsession, insist on high standard, earn trust, think big, and bias for action will be essential to candidate success. The ideal candidate is a self-starter who will take ownership of business problems to a successful result minimal guidance and intervention from the manager. This role will require the person to work in shifts i.e. Mon to Fri or Wed to Sunday on rotation with other employees to provide 7 day customer support.
High School Diploma or Bachelor's degree in Finance, Business, Accounting, Operations Management or related field.
4+ years' experience in successful processing and prioritization of high volumes of data and ability to complete the tasks on the same business day.
Proven excellent communication skill (written and verbal) and/or confidence in communicating in a cross cultural setting and enforcing difficult business decisions
Internal and external customer focus and a work ethic based on a strong desire to exceed, above and beyond expectations.
Independent and Entrepreneurial – ability to work with minimal guidance in a fast-paced and rapidly changing environment.
Demonstrated ability to meet deadlines and deliver results while managing multiple projects and operational task expectations.
Strong computer skills, working in multiple applications, especially the MS Office Suite.
Advanced experience with Company website or other CRM system.
Familiarity with Structured Query Language (SQL) and data visualization tool such as Tableau.
Company is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.
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