COLT Global Support Coordinator in Bucuresti

Job Description As COLT Global Support Coordinator you will provide immediate global support during the roll out & running of the COLT project and to assist service centres, carriers & other COLT users with any problems related to the project; to filter support requests and direct them to the appropriate systems or people as well as providing immediate first level support and training to resolve usage difficulties; to develop and create training materials to ensure a smooth transition to SAP Fiori and the COLT systems.Key Accountabilities To be an integral part of the support team that provides 24hr global support for COLT systemsDeal with all support requests that are raised by Carriers, Service Centre Staff and Other Teams related to COLTEvaluate support requests and direct to the appropriate system or person for resolutionTo manage the multi-channel systems for carriers, service centres and other teams to raise problems: Teams, eMail, Phone, ServiceNowDevelop, create and deploy training materials to support the smooth adoption of COLT into the service centresObtain and provide data and insights to the implementation teams in support of the COLT programmeMonitor systems usage for fluctuations and provide useful insights to help resolve issuesProactive communications to carriers or service centres when usage appears to be a problemProactive communications to COLT users when there are updates or changes to the systemsAssist in developing, creating and deploying Standard Operating Procedures for the service centres related to the COLT systemsTo provide immediate, live, first level training or support for minor problem resolutionsTo track the issues raised and escalate when problems lingerCommunicate back to the person that raised the ticket about problem resolutionTo communicate with the IT team and facilitate the resolution to Service Centre issuesTo create, maintain and update FAQsTo develop standard processes for problem resolutions and standard trouble shooting guidesStake holder, CTQ collation to ensure customer satisfactionTo support in systems testing when there are bug fixes or new functionality releasesTo support in providing 24hr global support when required​Experience Supply chain experienceService Centre ProceduresSAP/FioriIT backgroundCustomer ServiceSkills and KnowledgeAble to create multi modal training materialsAble to manage and maintain documentation to ensure global consistencyStrong interpersonal, presentational and networking skillsStrong customer service skillsTeam player but able to work autonomouslyExperience with logistics and supply chain industriesExperience with working on multi stakeholder projectsExperience with working closely with CHEP ITLanguagesEnglishSpanish and/or other European languagesWhat we offer:Bonus in accordance with the Company PolicyPrivate medical care as per local Company PolicyInternational career development opportunitiesTraining and development programPreferred EducationTechnical/Professional Qualification - Logistics ManagementPreferred Level of Work Experience1 - 3 years