Vendor Management Specialist 

 
Reporting to the Vendor Relationship Manager, this role serves as the primary support for the Vendor Relationship Manager for outsourced vendors with specific Customer Service oriented, operational responsibilities.  This role provides client relationship and issue resolution support to both the vendors and the Vendor Relationship Manager.  This role would also ensure that U.S. Cellular®’s outsourced customer service vendors support and handle their day to day operations as expected by U.S. Cellular®. 

 

Responsibilities
  • Establish and develop a relationship and rapport with Customer Service Vendors to assess their current requirements for achieving superior USCC results and to understand and assist the resolution of operational challenges
  • Serves as the primary contact for production issue notification, escalation and resolution with our vendor.
  • Serves as the primary contact for issue notification, escalation, and resolution in day to day operations including monitoring of key performance indicators, quality, and leadership concerns
  • Develops and monitors vendor performance, relating to duties specific to their service level agreement; such as but not limited to, average speed of answer, service levels, conversion rates, quality assurance etc.. Ensures clarity, accountability, communication and cooperation.
  • For areas where improvement is needed, define desired targets or goals and partner with the vendor to identify actions required to bring performance into target range. Build an integrated implementation plan to achieve overarching strategic goals.
  • Maintains a process of continuous review, feedback and action in order to spot areas of opportunity.
  • Serves as a Project lead for cross functional projects that impact a current or future vendor; develops project plans, communication materials, and deliverables in support of projects
  • Partners with cross functional departments to make recommendations on current policies and procedures as well as day to day process improvements
  • Interpret, communicate, and implement company policies and procedures which promote appropriate controls, confidentiality of customer and company information, and compliance with existing USCC policies.
  • Communicates to vendors any changes that may impact them or the relationship throughout the contract life.
  • Coordinate and assists in other tasks as needed and works with other departments to resolve issues either directly or indirectly relating to the vendors
  • Up to 60% Travel Required  
 

 

Qualifications
  • Two years experience in vendor relations required
  • Two to four years experience in Customer Service operations
  • Minimum of two years of supervisory experience is required
  • Bachelor’s degree or equivalent experience required
  • Versatility and flexibility to respond and adapt quickly and effectively to multiple changing priorities
  • Strong oral and written communication skills
  • Excellent interpersonal skills with the ability to assist in building strong team dynamics and work with complex cross-functional teams
  • Ability to manage and interface with vendors at multiple levels in the organization
  • Must have working knowledge of Microsoft Office software
  • Excellent oral and written communication skills required
  • Knowledge of advanced technology preferred

 
Ready to join our Dynamic Organization?