LDG (LEADERSHIP DEVELOPMENT) CUSTOMER SERVICE SPECIALIST Job
Compass Group USA - Redmond, WA

This job posting is no longer available on Compass Group. Find similar jobs: Ldg Customer Service Specialist jobs - Compass Group USA jobs

A Fresh Approach to Great Results.

Charlotte-based Compass Group North America is the leader in foodservice management and support services. By combining fresh ideas with the industry's greatest talent, we continue to set the standards for food and service excellence. Our vision for success is a powerful one - to continue to rise above the competition in every aspect of our business - from leading-edge technology, to purchasing, to foodservice, to catering and vending, to facilities management and support services. That kind of commitment commands only the best, and it.s our great people providing great service that generates our great results . In turn, it's important to us that our talented employees be given the proper resources to achieve their fullest potential. Play a key role in our future success:

Job Description:
Summary: Complete ownership of high level training events: Scoping, budgeting, business management (vendor and website management), marketing, managing logistics, day of on-site facilitation of event, post event surveys, diligent management of adherence and maintenance of standard operating procedures and service level agreements. Other duties as assigned

Successful Candidate: executive maturity/presence, exceptional quality, leadership, skills, etc. This would be a high visibility job with the audience being leaders and executive which means quality has to be of the absolute forefront

Note: LDG business has frequent change as nature of business. Expected to create processes and adapt them as the business changes. Changes will be acceptable rhythm of business

Supervisory Responsibilities:
None

Business Hours: Monday- Friday 8 Hour 8am-5pm

On-site events will require additional support hours

Weekend or Weekday Overnights required at Hotel Venues ( generally 1 time/Qtr) for 1-2 nights

High volumes or project deliverables will require additional support hours

Global calls/collaborative support may require additional support outside of the PST time zone hours

Weekend setup hours may be required for special circumstances (rare)

Essential Functions and Responsibilities:

Develop implement and manage training courses, events, programs and initiatives from a deployment perspective including the integration of in-sourced and out-sourced resources (45%)

The process flow emphasizes on Client Account Managementto Course/Program Managers such:

Consulting on operational deployment of courses and providing operations and administration expertise in the initial phases of a course, event, program, or initiative utilizing and enriching the Product Toolkit for Learning & Development,

Developing a deployment strategy and plan for all courses, events, programs and initiatives.

Managing all of the details of the implementation and sourcing including request for proposals, negotiation and contracting with 3rd party providers on logistics management, materials and inventory management, technology deployment, event planning and on-site support as necessary.

Delegating and managing tactical execution work to outsource vendor on course/event registration, participant reconciliation, deployment of knowledge measurement/survey, print, pack and shipment of training materials to world-wide locations, classroom set-up, and all client service inquiries and requests (Communication (email) Management).

Tier 2 support on all client service inquiries and requests.

Enrollment management and registration strategies for courses, events, programs and initiatives that have global reach resulting in maximized course capacity and training cost efficacy.

Develop and manage business process and business process improvements including budgeting and calendaring, writing and editing conference materials, invitations, biographies and program materials, then distributing key strategic communications out to Executive audiences through e-mail, Live Meeting, phone and confidential websites as appropriate (25%)

Deliver Project Management expertise and execution to capitalize on business efficiencies for Learning Operations through progressive and proactive project planning, stakeholder assessment, communications, implementation, execution and on-going measurement of progress and managing to a positive return on assets (physical, people, financial) (30%)

Communications

Work as part of a team across multiple lines of business support

Ensure Client satisfaction and Service Level Agreement(SLA) of 1 Business Day

Provide solution oriented, phone and email response that are efficient, effective and delivered with a high level of accuracy and professionalism

Monitor and respond to e-mail for multiple training group e-mail boxes, via pre-assigned aliases

Respond to manager and program owner or stakeholder questions and issues and respond within 4 hours (SLA)

Partner with manager, MS Program Owners and Partners to ensure all SOPs, Canned Texts, Tools and Resources are effective, current and complete at all times

File email and reports per standards specified

Create, store and send weekly email tasks

Respond immediately to all errors, issues and client or manager escalations with proper and professional response within 4 hours (SLA)

Handle issues as they arise through the proper administrative channels

Logistics, & Execution Mgt including:

Create RMS Builds /Deliveries with all Logistic and Communication Details

Book Rooms/Venues

Maintain and implement changes to scheduled posting of classes

Maintain Print Materials Inventory and place orders as needed

Partner with Vendors to ensure all supplies received

Assist with surveying attendees and facilitators

Last minute updates

Provide Onsite Assistance as required

SOP/Reporting and Analytics Mgt

Execute daily, weekly, monthly, quarterly and yearly reports per scheduled or ad-hoc requests

Supply timely & accurate daily, weekly, monthly and quarterly metric reporting-rolled up year over year format and analytical summaries

Maintain the SOP for reporting and analytics for the weekly execution of programs

Perform Quality Assurance Checks

Maintain and create standard operating procedures for all new and existing daily operations insuring "critical control points" and "quality assurance steps"

Produce Quarterly Business Report PPT for LOB

Innovation

Drive Innovation to current process and create new processes to drive efficiency and effectiveness

Set Initiatives in advance of each quarter and deliver and measure success

Adhere to Non-Disclosure Client Agreement/Confidentiality

Follow strict protocol to ensure data entry is accurate and complete

Other administrative functions as time allows around the core accountability of handling e-mail Perform reoccurring and repetitive tasks utilizing MS tools, such as, RMS, Learning Central, MS Inquire, Informa, SharePoint, MSMarket and other tools and reports

Assist in auditing existing procedures for efficiency enhancements, reporting issues to current procedures

Assist other lines of business during high volume times

Stay informed with industry standards and share information

React appropriately during emergency situations

Adherence to professional and corporate protocol

Maintain clean and safe work environment

Perform the job safely

Other duties may be assigned

Great People. Great Service. Great Results.

At Compass Group North America, our superior balance of efficiency and quality attract the highest caliber level of service our clients deserve. We retain the finest workers with a highly competitive compensation and comprehensive benefits plan. If you're looking for a career where you set the standard for personal advancement, then Compass Group North America is for you! Working together, we will continue to experience success as the industry's best. Achieving leadership in the foodservice industry

Compass Group North America is a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. EOE & AA Employer M/F/D/V

Job ID: NS03141323406

Compass Group - 13 months ago - save job - block
About this company
570 reviews
This company points the way to managed foodservices. Compass GroupĀ USA provides catering and dining services to corporate clients,...