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Metric, Reporting and Automation Work Process Coach

Company Name:
Dow Chemical
Dow Chemical has an opportunity for a Metrics and Reporting Work Process Coach (WPC) in the Customer Service Department located in Midland, MI . The Customer Service Metrics and Reporting Work Process Coach role focuses on the Systems, Technology, Automation and Work Processes utilized by respective Customer Service team members. The role is responsible for identifying improvement opportunities relative to Systems, Technology, Automation and Work Process. Opportunities are addressed via coaching, training, trend analysis, support and tool development. This role contributes to Continuous Improvement Opportunity Identification by using and interpreting Order-to-Cash Performance metrics and Reporting for the work process discipline and drives continuous improvement in across the Customer Service organization.
In the Coach role, key elements identified below can be expected. Participate in continuous improvement projects within customer service
Identify improvement opportunities on area potentials with Work Process, Metrics and Reporting SME's
Leverage best practices across the Businesses
Provide support in rolling out changes in work processes, systems, tools and automation
Obtain in-depth knowledge of OR&H, PR&H, Pricing, and/or Rebate work processes (OTC), OTC Metrics and Reporting
Provides Level 1 support and follow up, understanding of the OTC metrics, reporting and utilize this information to identify improvement & training needs.
Expertise to consult with employees and team leaders on desk complexity and productivity concerns (consult on training and tools that may be utilized to increase productivity
Actively participates in Work Process Coach Forum communications & shares experience. Informs the Team Leader and the CS team on best practices and initiatives through routine interactions.
Perform audit activities to ensure compliance with any Audit requirements and to identify areas for improvement.
Primary Responsibilities :
Serve as an expert on the optimization and utilization of Customer Service systems, technology, reporting and automation.
Educate CS team members on Customer Service systems, technology, reporting and automation.
Provide Level 1 support while partnering with the SMEs to ensure improvements are made.
Escalate issues as appropriate per the defined escalation process.
Actively participate in the Customer Service Center continuous improvement process (CIP) - development and optimization alongside the SME, Team Leaders, Project Specialists, CS Teams, and Quality Manager.
Assure work process adherence & leverage best practices within respective teams.
Work with SMEs to ensure best practices are properly documented.
Define, document and deliver training
Understand and promote proper internal controls adherence to comply with audit requirements.
Bachelors Degree is required
Minimum of 3 years of proven experience in Customer Services work processes, systems, and tools is preferred.
Experience with SAP/ECC, Business Objects/Business Warehouse, Order to Cash metrics, Support and Escalation tool (Clarify), and e-tools and applications is strongly preferred.
A minimum requirement for this U.S. - based position is the ability to work legally in the United States on a permanent basis (must be a U.S. citizen, U.S. Permanent Resident or qualifying Asylee / Refugee).
Note: Relocation is not provided with this role.
Dow (NYSE: DOW) combines the power of science and technology to passionately innovate what is essential to human progress. The Company is driving innovations that extract value from the intersection of chemical, physical and biological sciences to help address many of the world's most challenging problems such as the need for clean water, clean energy generation and conservation, and increasing agricultural productivity. Dow's integrated, market-driven, industry-leading portfolio of specialty chemical, advanced materials, agrosciences and plastics businesses delivers a broad range of technology-based products and solutions to customers in approximately 180 countries and in high growth sectors such as packaging, electronics, water, coatings and agriculture. In 2013, Dow had annual sales of more than $57 billion and employed approximately 53,000 people worldwide. The Company's more than 6,000 products are manufactured at 201 sites in 36 countries across the globe. References to "Dow" or the "Company" mean The Dow Chemical Company and its consolidated subsidiaries unless otherwise expressly noted. More information about Dow can be found at
Dow offers:
Competitive salaries and comprehensive benefits
An annual variable pay program that rewards team and individual performance and shares company, business or functional success
Employee stock ownership - and the commitment to long-term success that it brings
On-going learning opportunities in a rewarding work environment
Career experiences that can span different Dow businesses and functions with opportunities for personal and professional growth
The chance to work on global teams with colleagues around the world and in different locations.
Title:
Metric, Reporting and Automation Work Process Coach
Location:
Michigan-Midland
Requisition ID:
1500053

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