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Service Delivery Manager

Company Summary:

At arvato, we measure our success through the successes of our customers. Our DNA is built upon Customer Obsession, Ownership and Continuous Improvement (Hustle). We achieve our goals by means of experience, state-of-the-art technologies, creativity, passion and a commitment to quality, innovation and having fun! Come and join our team today!


Position Summary:

Responsible for providing industry-leading service while meeting the quality and KPI expectations of arvato’s SCM/eCommerce customers (such as Microsoft, Digital River, HP, Intel, Apple, eBay, Benefit Cosmetics and others). Responsible for managing assigned programs or area of focus in support of business objectives to ensure client satisfaction with products and services. This responsibility encompasses a variety of activities that require consistent directing, planning, scheduling, and tracking of tasks. Service Delivery SME will have overall responsibility for the program as subject matter expert or area of focus.


Overall Responsibilities:

· Nurturing high-end clientele to ensure all business processes across multiple business lines are processed and addressed within established service levels

· Responsible for day-to-day business and support appropriate team(s) for execution

· Participation and administration of special projects with client and internal organization

· Follow ISO processes

· Manages any inquiries, issues and improvements for supported programs and area of focus

· Works with client’s and arvato owned tools and websites

· Answer customer inquiries about order status scenarios and troubleshooting technical issues

· Identify emerging issues and trending problems for solution and drive solution to resolution

· Keeps abreast of program changes and informational updates and responsible for updating team members on all changes

· Monitor status and volumes for all business lines to ensure all service levels are met as established by the company and client

· Manage implementation of change requests to run business as area of focus

· Responsible for coordination of testing for new projects or change requests, including participating in testing

· Coordinate with global teams for supporting all service delivery aspects of businesses, including back up scenarios to other locations for area of focus

· Complies with company set procedures

· Supports account’s specific programs

· Responsible for developing and streamlining procedures across area of focus

· Support Account Managers to ensure all clients requirements, requests and SLAs are met consistently

· Job duties listed may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.


Job Requirements:

High school diploma or higher

· 3+ years managerial experience within account or service delivery teams

· 5+ years of Microsoft Word, Excel, e-mail.

· 3+ years experience in supply chain management or printing services





Knowledge, Skills & Abilities:

· Requires to effectively communicate and work with professionals in other departments and customers, which may lead to independent decision making

· Independent worker, a self-starter, detail oriented, analytical and have ability to handle multiple projects simultaneously

· Customer focused and results oriented

· Excellent organizational skills and follow through discipline

· Excellent written and oral communication skills in English and preferably a second language

· Excellent comprehension skills

· Problem solving skills

· Familiarity with ERP systems such as SAP preferred

· Affinity with eCommerce and the internet

· Position requires knowledge of eCommere environment and functional areas associated with it

· Recognized knowledge source in a complex area within the organization

· Demonstrate expertise in business lines as acting as knowledge resource for other team members

· Supports service delivery team with edge case scenarios and troubleshooting

· Identify emerging issues and trending problems for solution

· Delegation of low value creating activities to appropriate team members

· Identifying current trends and taking appropriate action to address trends with account owners and/or client

· Identifying and stimulating customer requirements (e.g. product details) within the framework of existing customer relationships


About our company:
Arvato - the spirit of solutions!

We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.

Arvato is an Equal Opportunity Employer and values the array of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.

Company: Arvato Digital Services LLC 

Country: United States of America 

State/Region: Kentucky 

City: Louisville 

Postal Code: 40219 

Job ID: 214709

Date:  Jun 12, 2022

Louisville, KY, US, 40219

Nearest Major Market: Louisville

Job Segment: Logistics, Supply Chain Manager, Supply Chain, Consulting, Service Manager, Operations, Service, Customer Service

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