Digital Success Specialist - Bellefonte, United States - Restek Corporation

Restek Corporation

Verified Company

Bellefonte, United States

4 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Restek is seeking a Digital Success Specialist to join the Web Strategy and Operations team.

The Digital Success Specialist at Restek plays a pivotal role in ensuring exceptional customer experiences for customers utilizing Restek's website, EDI integrations, and/or e-procurement platforms.

This multifaceted position requires a blend of technical expertise, customer service acumen and project management skills.

The individual in this role will be responsible for providing web support and issue resolution, maintaining and implementing EDI integrations, managing e-procurement catalogs and contributing to overall customer success initiatives.

Responsibilities:

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Web Customer Support

Serve as primary contact for customers needing online support. Respond to requests from internal or external customers and provide fast / professional responses to inquiries.
Stay updated on platform enhancements, roadmaps, and assist with quality assurance / user acceptance testing.
Create and maintain guides / support articles to ensure customers have a positive customer experience online
Address webrelated issues reported in Restek's Help Desk. Work closely with reporters to resolve issues and / or escalate issues to be addressed by the appropriate resource.
Act as web support agent in CRM, answering and resolving web customer issues and providing responses to customer inquiries / issues.
Document and share voice of customer with web strategy and operations team to help identify opportunities for improvement.
Coordinate with finance, sales, customer service and IT to resolve internal and external customer issues.
Conduct trainings for internal employees on how to navigate issues or provide answers to frequently asked questions
Conduct regular trainings and meetings for global customer service and sales teams to educate users on functionality / capabilities of Restek's global websites.
Provide regular communications to Restek customer service, sales, finance, shipping and operations team on the current status of development work, web issues and enhancements.

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EDI Implementation and Support

Collaborate with Sales, Customer Service and Finance to implement and maintain EDI integrations for procurement and invoicing
Monitor, maintain and resolve any issues with customer electronic transactions
Establish strong relationships with customers' procurement and IT teams to ensure high levels of satisfaction and retention

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E-Procurement Platform Support

Serve as the primary contact for eprocurement support requests. Triage and collaborate with internal Restek teams to coordinate resolutions for customer requests.
Collaborate with sales, customer service and finance to optimize utilization of eprocurement platforms
Manage and maintain customerspecific catalogs for customers requiring vendormanaged catalogs
Perform other duties as assigned.

Qualifications:

Education/Experience:_
Bachelor's Degree in Information Technology, Business Administration, or related degree / experience.
Strong preference for previous experience with EDI integration projects involving EDI, cXML, or API web services, eprocurement platforms (i.e. Ariba, Coupa, Jaggaer), and/or ecommerce platforms
Previous experience with project management / task management software (i.e. Jira / Confluence)
Knowledge, Skills & Abilities:_
Indepth knowledge of EDI standards, protocols and technologies
Familiarity with contract / vendor management
Analytical mindset with a keen attention to detail and creative problemsolving abilities
Proven track record of driving customer facing customer success and delivering exceptional service in a fastpaced, customercentric environment
Exceptional time management skills; ability to organize, prioritize, and manage multiple projects with overlapping goals and objectives
Ability to thrive in a collaborative team environment and adapt to changing priorities and requirements
Superior verbal and written communication skills
Willingness to travel domestically or internationally, up to 6 weeks per year.

At Restek, success begins and ends with our people.

Through the core values that are at the heart of our culture, we embrace diverse perspectives and are committed to an inclusive, collaborative, and safe working environment.

We are proud to be an equal opportunity employer that celebrates diversity and gives back to the communities where we live and do business across the globe.

Applicants for our positions are considered without regard to race, ethnicity, national origin, sex, sexual orientation, gender identity or expression, age, disability, religion, military or veteran status, or any other characteristics protected by law.

Restek provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws.