Interaction Centre Operations (spec)

Shift/Office Hours: 10am-6:30pm

Summary of Job: 

Position provides daily internal customer support, and is responsible for departmental communication from the mailbox, and delivering operational support for the Automated Storage/Retrieval System (ASRS) and dependent equipment.  This includes timely completion of preventative, corrective and emergency system troubleshooting under the direction of management. Position may be required to assist support functions on system testing and implementation projects. 

Key Accountabilities: 

• Responsible for maintaining existing process documents and conducts training for new updated software processes and system protocols if required.
• Monitors the EDI interface between the ASRS and SAP.
• Responsible for daily customer support inbox maintenance, including escalating urgent topics appropriately.
• Delivers direct customer support for internal and external WMS and SAP system needs.
• Required to provide local support and troubleshooting for IT equipment, and SAP/WMS to all departments.
• Processes all stock reconciliation to correct internal errors resulting from order entry issues.
• Supports System administration of the ASRS application/environment, including maintaining proper stock balancing, and correcting all warehouse system discrepancies with intermediate documents (IDOCS).
• Aids in Key User testing and implementation projects, and Witron related projects, under the guidance of the Logistics Engineer and Witron Support team. 
• Supports ASRS Team with root cause analysis and fault finding within the ASRS system.
• May be required to collaborate with Finance Teams on internal inventory audits. 
• Follows lean manufacturing principles, ISO standards, 5s implementation and meet KPI’s set forth by the company.
• Able to prioritize multiple tasks and work load.
• Suggests improvement of processes in the warehouse and logistics departments as the opportunity arises.
• Self-motivated and independent, able to make decisions and drive processes forward.
• Exhibits analytical nature and able to problem solve
• Recognizes gaps in processes and implements solutions following lean guidelines.  
• Working knowledge of OPEX Standards 
• Performs other duties assigned by management

Knowledge & Experience: 

• High school Degree or Equivalent experience, and/or technical degree in Computer Science or Information Technology preferred.
• Experience in a warehouse environment required. 
• Familiarity with Windows Operating System 
• Proficient with Office Products – Word, Excel etc.
• SAP experience or equivalent system preferred.
• Experience with database structures preferred (E.g. – Oracle, MS Access, MS SQL server) an advantage
• Object Orientated Programming Language (E.g. C++, JAVA, .NET) an advantage