Process Entry Manager bei Pomeroy Technologies, LLC

Position Description

Title: Process Entry Manager                                                                                                        

Core Function:

The Process Entry Manager is a key liaison within the process team. This position will work within the Process Entry Team to ensure we are following and managing our responsibilities for our client Account. This role will help with metric standards, analyzing volume, manage client order entry, developing process changes, and key points of change that will positively impact the outcomes of our programs for the business.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to this position.

• Monitor volumes and operations for the Process Entry Programs (ex. PC Refresh, Terminations, New Hires, and Projects occurring within the Process Entry Team, as well as Deskside Level 2 Support) within client’s ServiceNow, customer process, and systems.
• Complete customer DSAT’s towards the client programs
• Provide oversight on tracking and deliver of orders to client.
• Prepare and deliver weekly touchpoint overviews to the Business and Pomeroy Executive Management in client Operational Meetings and Business reviews.
• Identify continuous areas of operational improvement and automation through client’s MS processes – working with client.
• Identify additional opportunities for enhanced service or organized structure change
• Analyze each various program and bring operation change from responses from the business and coordinators through client ServiceNow tickets, orders, and feedback from client.
• Key point of contact for escalated Process Team/Warehouse concerns from client and technicians
• Monitor day-to-day status activity with ServiceNow at client, Absolute, HP Tech Pulse, etc.
• Provide new documentation and trainings for client systems and process for client.
• Manage any reporting as necessary within client and Pomeroy systems.
• Identify areas for enhancement to systems or portals as proposed by customer
• Help manage and identify key guides for the Pomeroy Mentorship Program
• Weekly 1 on 1s with each report
• Identify areas for additional growth to the account
• Assist North America and EMEA with proper lease coordinator direction

Minimum Knowledge, Skills and Abilities Required:

• BS or BA degree in Business/Project Management or equivalent experience preferred
• 5+ years in Customer Operations
• 2+ years in data/order entry
• 2+ years in Management
• Basic Technical Computer Skills
• Data analysis and excel skills critical
• Presentation (Visio and PowerPoint) and communication skills are critical

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another.  Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with Pomeroy employees, Clients and Vendors.  Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General Office Environment

Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.

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