-Provide quote preparation, order tracking, backlog processing, invoicing, returns, discrepancy resolution, customer credit problems and/or other such support to sales team members and/or external customers.
-Identifies, investigates, and participates in opportunities to improve processes and procedures, to include various key performance metrics.
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End-to-End Ownership: Lead, plan, and execute IT and projects from initial scoping and requirements gathering through to deployment and final delivery.
Stakeholder Management: Act as the primary point of contact for internal stakeholders, vendors, and cross-functional teams to align project goals.
Human Resources (HR)
Employee Relations
Recruitment/Talent Acquisition
Performance Management
HR Policies and Procedures
Compensation and Benefits
Training and Development
+5
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Project Management Support
Executive Support
Administration Management
Organizational Skills
Communication Skills
Document Management
Calendar Management
Microsoft Office
Budget ownership of the Business Unit; correlated with Franchisees’ business plans.
Channel management of a franchisee as a customer: supporting the rest of the Department in establishing a smooth lifecycle for ZUS Franchisees, from onboarding to day-to-day operations.
Close coordination with Franchise Business Development and Franchise Operations teams to deliver on Department’s objectives and key results.
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Provide support to customer sites on a rostered basis, either remotely or at a customer’s premises. (Example onsite roster shifts: 5:00 AM – 1:30 PM; 1:00 PM – 9:30 PM)
Provide on-call standby support outside of normal rostered hours, including public holidays.
Support customer operations by starting, monitoring, and controlling SSI Schaefer software and equipment to ensure optimal performance.
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Respond to client inquiries and concerns and ensure timely and quality service delivery and follow-up to ensure satisfaction.
Understand the scope of the contract and make sure that all work is carried out accordingly.
Be a financial and operational systems champion. Suggest efforts to put in place cost-saving opportunities to maximize customer and financial savings targets.
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Provide first-line IT support and request fulfilment through ServiceNow across Microsoft 365, Entra ID, endpoint, connectivity, and security-related services.
Own and manage incidents and service requests from initial contact through to resolution or effective escalation, ensuring SLA compliance.
Deliver clear, timely, and professional communication to users throughout the entire ticket lifecycle.
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