Order Management Specialist

  • Location
    Milwaukee, Wisconsin
  • Job type
  • Salary
    $ 19 - $ 21.25 / Hour
  • Category
    Information Technology

Adecco is currently assisting a local client in their search to fill an exciting Order Fulfillment Specialist / User Application Support role in Wauwatosa, WI!  Apply now if you meet the qualifications listed below!


Job Title:  Order Fulfillment Specialist / User Application Support

Location: Waukesha, WI 53188

Start Date: 5/14/2017 or ASAP

Duration: 1 year

Pay Rate:  $19.00-21.25 per hour / Adecco W2


Responsibilities, Qualifications, & Details:              


Posted Position Title:  User Application Support


Job Summary 
The User Application Specialist- CRM is responsible for the guidance of CRM Platform cross-functional users in CRM navigation and with troubleshooting / fixing user incidents, project management of tickets of open issues by communicating with an extensive matrix of support teams with the end goal of resolving all user tickets as quickly as possible. The UAS-CRM will be receiving tickets in a help desk tool, diagnosing if the issues is a training gap, data issue or technical bug, then managing issue closure. Extensive use of Helpdesk ticketing, email, instant messaging and phone in providing customer service is required. Focus of the UAS-CRM will be putting the US CRM end user customer first, ensuring they know they have a lifeline to someone who can fix their CRM issues or who can find someone who will. As a member of the SOS – CRM Team, workload will be supported on a rolling schedule 40 hour per week basis to cover 7a-7p Weekdays with rotations in best effort overtime on weekends and remote hours are available. Ticket volumes can vary and projects will also be provided when ticket volumes lower. 

Key responsibilities/essential functions include: 
• Support Siebel CRM system with End User Training 
• Train Field Personnel on Siebel CRM Navigation 
• Triage inbound CRM Support requests from Field Personnel 
• Troubleshoot CRM Issues, Resolve or Initiate Help Desk Tickets for appropriate routing and follow through to resolution 
• Guide Field Personnel end users through issues with on the job training 
• Interact with US Service Field Team members to confirm next steps before applying data updates 
• Will take task based data management update requests and operate independently to complete the tasks. 
• Responsibilities may not be limited to the above and are subject to change 

Required Qualifications: 
Process Thinking: 
Experience working with IT Platforms and Data 
Experience managing multiple tasks to completion in a timely manner 
Computer skills 
Proficient with Microsoft Office Suite specifically: MS Excel, IE11 or above and Windows 7 or above 
Experience with Internet Browsers Firefox, Google Chrome and Mobile Browsers 
Previous experience working independently and as a member of a Team 
Demonstrated strong customer service communication skills 
Ability to be located at 9900 Innovation Drive, Wauwatosa 
Minimum Bachelor’s degree 
Minimum 3 year job experience in Customer Service with IT Platforms 
Ability to work flexibly 40 hours between Monday – Friday between 7am and 7pm Central 
Ability to work some weekend hours remote 

Desired Characteristics: 
Experience with Siebel 8.1 CRM System Views and Transactions 
Experience with Oracle Inventory Module, OBIEE, Mobile Applications, ServiceNow, iPhone 
Attention to detail, accuracy and record keeping of work performed 
Ability to collaborate and coordinate with team members 
Ability to multi-task and record and self-audit day to day activities 
Ability to understand different Service Business functions/processes in System Views 
Demonstrated ability to communicate in person and on the phone in an effective manner 
Previous Field service communication experience 
Potential for some later evening hours to cover Pacific Time zone 

~JD Support Section~ 

This role is not a classic Information Technology type of Role. It is a role that supports the business function, but helps them with IT Platform navigation. Do not send candidates that have background in Networking, Servers, Operating Systems and other Computer Hardware or people who do Password changes only in IT Platforms. 

Soft Skill Screening Questions: 
1. Ability to take notes on requested Tasks 
2. Ability to determine when to ask questions on unanticipated variations, vs work independently 
3. Ability to take direction, then work independently 
4. Ability to adapt, shift focus if needed, but keep other tasks in mind for further work 
5. Ability to multi-task and record and self-audit day to day activities 
6. Ability to understand different Service Business functions/processes in System Views- have they worked in an IT System where they have to navigate in multiple screens and understand how the IT Platform is used from the Perspective of people in different roles and departments, Being able to understand upstream and downstream impact to various users 
7. Demonstrated ability to concisely communicate over e mail and Instant Messaging 
8. Able to learn: Siebel 8.1 CRM System Views and Transactions 
9. Able to learn: Oracle, Mobile Applications, ServiceNow, iPhone 
10. Demonstrated experience working with IT Platforms and Data 
a. Ability to understand Data Flows between Platforms (Integrations) 
b. Ability to understand when the same data object is used in Multiple screens of an IT Platform 
c. IE- can they connect the dots (of data) in Transactions 
d. Example: Can the person understand when a FE Orders a Part, how the part is applied to the FE Dispatch Activity on the Part Tracker and the FE’s unused inventory, and how they return declare it 


**Must be eligible to work for any employer in the U.S. without sponsorship / no corp to corp or 3rd party contracting arrangement / Adecco W2 only.


**Successful completion of a full background check, drug screen, employment verification, educational verification and reference checks required upon offer.


How to Apply: Click on “Apply Now” to be considered for this position or any other opportunities with Adecco.


IMPORTANT: This position is being recruited for by Adecco’s National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the “apply now” button to submit your resume. If you have questions about the position, you may contact the recruiter recruiting for this position listed above. For other opportunities available at Adecco go to www.adeccousa.com.


If you have any questions surrounding the application process, please feel free to reach out to: Melody Meyer at melody.meyer@adeccona.com


The Adecco Group is a global leader in HR services.  Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world.  We offer employment opportunities at any stage in your professional career.  Contact us today to discuss available contract and direct hire positions.  Adecco Group provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), and Insurance Benefit Plans.  


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