What are the responsibilities and job description for the Vendor Relationship Manager (Customer Contact Center - Remote Opportunity) position at Nestlé Health Science?
Vendor Relationship Manager (Customer Contact Center - Remote Opportunity)
As a leader in the science of nutrition, Nestlé Health Science believes in empowering healthier lives for patients and consumers through a rich product portfolio featuring top brands such as Garden of Life®, Nature’s Bounty®, Vital Proteins®, Nuun®, Persona Nutrition®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more, as well as through Aimmune Therapeutics, a biopharmaceutical company developing therapies to prevent, manage and treat food, GI and metabolic-related diseases.
Our team members are challenged to make a genuine impact and play an integral role in driving the business forward. We embrace a dynamic culture that always puts the consumer first, and where ownership, accountability and agility are celebrated at every level. To help our people thrive, we offer expansive career growth potential, the opportunity to work alongside and learn from talented colleagues with diverse backgrounds and skill sets, and a range of best-in-class benefits.
We have more than 11,000 employees around the world, and products available in over 140 countries.
This position is not eligible for Visa Sponsorship.
Job Description:
The Manager of Vendor Relations is responsible for the management of all third-party sales and service relationships within the Customer Care organization. This includes, but is not limited to, all third-party contact centers. This person will collaborate with the Customer Care leadership team to help drive performance both internally and externally with the BPO's and be responsible for providing back up support for the contact center managers for day-to-day operations. This is a fully remote-based opportunity and applicants must have relevant experience working with 3rd party vendors within a Customer Call/Contact Center environment.
Responsibilities:
- Work with all third-party vendors (BPO’s) to ensure service levels are met and maintained and issues are being addressed in a timely fashion.
- Ensure KPI’s are being met consistently.
- Manage BPO budgets to ensure spend aligns with productivity expectations.
- Work with internal stake holders to provide continuity at all contact center sites.
- Work with Data Analyst and BPO Workforce Management teams to ensure proper staffing against call volume forecasts.
- Own development of new lines of business with BPO partners.
- Act as liaison between contact center and other departments (CPG, Marketing, Merchandising, etc.) to provide support for products, brands, etc.
- Coordinate communication and training to third-party vendors, work with Training Department to deliver as needed.
- Work with Vendors to identify operational and procedural improvement opportunities, cost savings, industry and non-industry best practices, new service offerings and emerging technologies.
- Perform site, contract compliance, performance and reporting audits with vendors and support teams.
- Provide additional support for contact center leadership team, including but not limited to shift coverage, training, and quality assurance support as well as any other operational support needed.
- Will perform additional duties and tasks as assigned by the Sr. Contact Center Director.
Requirements:
- Bachelor’s degree in Business Administration, Psychology or in a related field required.
- 5 years of professional work experience in a Customer Contact Center required; Equivalent combination of education and work experience will be considered in lieu of a degree.
- Current or prior work experience managing 3rd party vendors required.
- Demonstrated fluency in MS Office (Word/Excel/Outlook/PowerPoint) required.
- Must have excellent communication (verbal and written), organizational and stakeholder
- Experience with CRM systems including Salesforce, Five9 or other telephony systems is highly desired.
- Must possess excellent customer service, project management and analytical skills.
- Willing and able to work under pressure to meet tight deadlines with minimal supervision.
- Willing and able to travel up to 10% based on the needs of the team and the business.
The approximate pay range for this position is $70,000 to $90,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location.
Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)
Requisition ID:
267753
267753
It is our business imperative to remain a very inclusive workplace.
To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.
The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.
This position is not eligible for Visa Sponsorship.
Holbrook, NY, US, 11741
Salary : $70,000 - $90,000
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