Your Opportunity as an EISO Senior Analyst

As the EISO (Equipment Integrity and Service Operations) Senior Analyst you will work closely with Field Techs, Field Team Leads, Third Party Vendors and Field Service Managers to resolve issues while ensuring that service events are executed within parameters of Key Performance Indicators

Location: 1 Strawberry Ln, Orrville, OH 44667 (J.M. Smucker Corporate Office)

Work Arrangements: Hybrid, onsite a minimum of 9 days a month primarily during core weeks as determined by the Company; maybe more as business need requires 

In this Role You Will:  

Work closely with Project & Communication team, Field Techs and Third Party and Distribution Center on Physical inventory and SOX audits

Handle call center related inquiries and escalations from the cross functional teams

Assist the team with system/updates/processes and international requests

Setting up meetings with teams to facilitate the rollout of installations

Help EISO with workload as needed (monitoring follow through)

SME in support system testing/training

Report process updates and meeting topics to Lead

Own EISO system enhancements to system for change

Ensure SOPs are revised and current processes streamlined

Reconcile asset discrepancies

Follow-up on all required service events with appropriate Service Providers

Manage resolution to service event issues/exceptions

Leading team meetings with direction toward ensuring KPIs are met and helping to align the workload for the team

Facilitating business reviews for our 3rd party service partners (TPSP)

Collaborate with a cross-functional team to handle Sales Demo/Marketing requests

Build relationships with Techs, Warehouse Personnel and 3rd parties to streamline processes

The Right Role for You 

We are bold, kind, strive to do the right thing, we play to win, and we believe in a strong community that thrives together. Our culture is rooted in our Basic Beliefs, and we believe in supporting every employee by meeting their physical, emotional, and financial needs. 

What We are Looking For:  

Minimum Requirements: 

High school diploma or GED

3+ years of customer service experience

2+ years of data entry experience

Strong verbal and written communication skills

Proven problem-solving skills/Decisiveness

Highly organized and strong attention to detail

Strong Computer skills (Microsoft Office)

Additional skills and experience that we think would make someone successful in this role:  

A Bachelor’s degree is preferred but not required

Previous experience in CPG would be preferred

Ability/willingness to work cross-functionally

Ability to self-teach systems as necessary (we currently use SalesForce, Oracle, SpotFire, Glovia)

Research & Analyzing skills

Sense of urgency and attention to detail

Learn More About Working at Smucker   

Helping our Employees Thrive  

Delivering on Our Purpose  

Our Continued Commitment to Ensuring a Workplace for All  

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