Global CRM Specialist

Key Responsibilities This position will be responsible for supporting Level 2 (and Level I, and any other level, if needed) and out of scope request attending internal and external clients and securing optimal services are provided. While adhering to high standard, CRM Specialist will also assist the site lead in SLA performance and other key performance indicators of the team. She/he will help in coordinating with the team lead in process review and changes to ensure high delivery of customer service. The CRM Specialist will report to the Global BSD Lead for SSC, working closely with him/her and the BSD team members to achieve group and individual objectives. The CRM Specialist will perform functions related to Master Data Management (MDM), general business support to customers, Coding, Global Expense Management System, GS support, and any other service that is assigned to the BSD unit, plus any special project requested, regardless of the location of the customers. The CRM Specialist will show advance level expertise (technical SME) of all the above mentioned functions, but must support all of them in different levels and times based on work distribution by the BSD Lead and the requirements of the customer, the day-to-day process, and the follow-the-sun model. The CRM Specialist is a cross trained, multitasking person, willing to help the customer in any possible way. He/she, must be a hands-on basic level expert for his/her team and the internal and external customers. Responsible for supporting all of the services with advance level of expertise (either GC/GPO, GEMS, Incident Support, MDM (including coding), or any new service assigned to the BSD team) To accomplish the job purpose, the person will be the responsible for complying with the Customer Service protocols and all its components. Responsible for any other duties or projects assigned in relation with customer relationship management, or new processes transitioned to the SS. Training, Projects, and AD-hoc Duties. Major Responsibilities Technical CRM Support (Level 11) Responsible for supporting all of the services with advance level of expertise (either GC/GPO, GEMS, General Customer Support, MDM (including coding, or any new service assigned to the BSD team) -- BSD internal Level 1 support— Responsible for supporting external Level I, and out of scope request attending internal and external clients and securing optimal services are provided. Provide advance level support to 100 % or all services or processes (either GC/SCCE, GEMS, General Incident Support, MDM (including coding), or any new service assigned to the BSD team). Lead internal and external training. Support Level all staff in product knowledge. Surpass all defined Key Performance Indicators (Productivity, Effectiveness, Efficiency and Business Output, etc.). General Support of BSD Processes and Services General Support of BSD Processes and Services. Support all other BSD services (current or new) including up to advance L