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Requisition ID :15854

Associate Referral Bonus Amount : 1,000.00

Employment Type :Full Time

Grade : Exempt 14

Job Category :Finance

Work Location :Davidson, NC (CSC)

State or Province :North Carolina (US-NC)

Potential Work Location :

BRIEF POSITION SUMMARY:

The Commercial Program Onboarding Specialist Level II for MSC’s Commercial Team will be responsible for the overall system onboarding project plan for MSC’s commercial programs. This includes end to end support pre-RFP through execution and implementation of large opportunities of $10mil and up. Ensuring compliance and standards of process, policies, and system abilities are communicated to the Sales Team during the pre-implementation phase. This role will evaluate requirements and needs, develop an implementation plan that meets those requirements, and then execute on business terms implementation and support of new/renewal programs. Provide support throughout other phases of solution implementation requirements for alignment, planning and a successful execution of the commitments made to the customer. The position will also administer the roll out of a customer program to the Sales Team and the Account Specialist to ensure high quality post implementation support is achieved.

DUTIES and RESPONSIBILITIES:

· Provides customer support to the MSC Sales Team leveraging system functionality and working with cross-functional SME's to aid in obtaining new Customer deals

· Collaborate with Account Managers in preparing/implementing account requirement and processes to win new business based on customer objectives

· Determines how to quickly meet customers’ needs while efficiently communicating the status of all projects within the pipeline

· Lead and support the Operational set up of diversity business channel

· Provides information by collecting, analyzing, and summarizing data; responding to requests

· Partners with National Account Managers to align on both customer and MSC expectations.

· Prioritizes and manages multiple responsibilities efficiently and meet deadlines

· Manages all launch and implementation tasks to ensure a strong start and overall successful program

· Works with Account Managers to identify and resolve specific assigned customer(s) challenges.

· Develops new ideas, through brainstorming, to drive long-term sales productivity

· Maintains a high level of customer service for both internal and external customers

· Ensures that all processes and procedures are completed, service level agreements (SLAs) and quality standards are met

· Leads customer onboarding projects and use those learnings to improve our processes and the service we deliver to MSC customers

· Participates in customer meetings prior to contract close to understand critical dates and objectives

· Works closely with the customer, sales and account management to understand customer requirements and manage expectations

· Delivers regular reporting regarding onboarding metrics across all business segments

· Reviews all MSC agreements to identify and execute on all onboarding requirements

· Builds and executes on a comprehensive system onboarding project plan, including deliverables, issues/action trackers, communication plan, and go live criteria in support of customer satisfaction and time to revenue goals

· Assists Sales Team in the discovery phase of the account prospecting process, by analyzing account customer requirements, communicating internal process standards, and develops exception processes for customized requirements, to execute the onboarding of a new program

· Implements all contractual business terms for commercial programs into the MSC system and creates all necessary documentation to formally communicate the new customer program

· Works with sales team and cross functional teams to ensure that customized program requirements are communicated accordingly, to determine necessary support needs

· Under Managements guidance, manages the flow/timeline of onboarding projects to the established deadlines and escalate when necessary

· Leads the handoff process for a newly implemented program to the Commercial Account Specialist Team. This includes managing and communicating the execution tasks of an implementation to ensure that consistent, high quality post implementation support is achieved

· Communicates the implementation statuses of new Commercial Customer Account programs to upper management, to provide visibility to hitting budgeted goals

· Documents and communicates solutions to better support and standardize the Commercial Customer Program Onboarding process

· Understands and communicates all potential compliance concerns that would increase MSC’s risk to meet contractual obligations

· Maintains Standard Operating Process Documents (SOPS) on all processes performed during implementation

· Drives the MSC Culture in the department and throughout the company to ensure unity of purpose and fulfillment of MSC’s Mission

· Participation in special projects and performs additional duties as required

INDICATES ESSENTIAL DUTIES

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

EDUCATION and EXPERIENCE:

· Bachelor’s degree or the equivalent experience is required

· Minimum of five (5) years related experience in sales/customer service project management is required

· Experience in building and maintaining strong relationships with customers required

SKILLS:

· Advanced analytical skills required

· Strong communication and follow up/follow through skills required

· Strong attention to detail required

· Excellent communication, organizational and planning skills required

· Excellent written and presentation skills required

· Advanced problem-solving ability required

· Expert knowledge of Microsoft Office applications, required

· Experienced user of AS400, SAP, SFA, Access and Presentation Software, preferred

OTHER REQUIREMENTS:

· A valid driver’s license and the ability to travel up to 10% of the time may be required.

· This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).