EISO Senior Analyst

Your Opportunity as an EISO Senior Analyst

As the EISO (Equipment Integrity and Service Operations) Senior Analyst you will work closely with Field Techs, Field Team Leads, Third Party Vendors and Field Service Managers to resolve issues while ensuring that service events are executed within parameters of Key Performance Indicators

Location: 1 Strawberry Ln, Orrville, OH 44667 (J.M. Smucker Corporate Office)

Work Arrangements: Hybrid, onsite a minimum of 9 days a month primarily during core weeks as determined by the Company; maybe more as business need requires

In this Role You Will:

• Work closely with Project & Communication team, Field Techs and Third Party and Distribution Center on Physical inventory and SOX audits

• Handle call center related inquiries and escalations from the cross functional teams

• Assist the team with system/updates/processes and international requests

• Setting up meetings with teams to facilitate the rollout of installations

• Help EISO with workload as needed (monitoring follow through)

• SME in support system testing/training

• Report process updates and meeting topics to Lead

• Own EISO system enhancements to system for change

• Ensure SOPs are revised and current processes streamlined

• Reconcile asset discrepancies

• Follow-up on all required service events with appropriate Service Providers

• Manage resolution to service event issues/exceptions

• Leading team meetings with direction toward ensuring KPIs are met and helping to align the workload for the team

• Facilitating business reviews for our 3rd party service partners (TPSP)

• Collaborate with a cross-functional team to handle Sales Demo/Marketing requests

• Build relationships with Techs, Warehouse Personnel and 3rd parties to streamline processes

The Right Role for You

We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we believe in supporting every employee by meeting their physical, emotional, and financial needs.

What We are Looking For:

Minimum Requirements:

• High school diploma or GED

• 3+ years of customer service experience

• 2+ years of data entry experience

• Strong verbal and written communication skills

• Proven problem-solving skills/Decisiveness

• Highly organized and strong attention to detail

• Strong Computer skills (Microsoft Office)

Additional skills and experience that we think would make someone successful in this role:

• A Bachelor's degree is preferred but not required

• Previous experience in CPG would be preferred

• Ability/willingness to work cross-functionally

• Ability to self-teach systems as necessary (we currently use SalesForce, Oracle, SpotFire, Glovia)

• Research & Analyzing skills

• Sense of urgency and attention to detail

Learn More About Working at Smucker

Helping our Employees Thrive

Delivering on Our Purpose

Our Continued Commitment to Ensuring a Workplace for All

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