Job Information
Bureau Vertias North America SCS Scheduling Specialist in Puebla, Mexico
Position Summary
Provide proactive assistance to clients by identifying and resolving issues for the Supply Chain Solutions programs including Inspections, Audit and Assessment Services (IAAS) and Corporate Social Responsibility (CSR).
Objectives
Provide proactive assistance to clients by identifying and resolving issues. Develop and maintain productive client relationships by managing all aspects of inspection, factory assessment and social audit needs for assigned caseload of clients. Provide timely, accurate inspection, assessment, and audit results and information to internal and external clients that meet or exceed their expectations. Provide support to the Buffalo office to achieve and maintain excellence in client services/customer relations
Major Roles & Responsibilities
Serve as liaison with Global Bureau Veritas (BV) offices regarding SCS client programs
Develop an understanding of client’s needs and expectations and assist in matching them to BV SCS, serving as primary contact for assigned accounts and successful client relationships
Serve as liaison between the client and other global BV departments (Sales/marketing, IRC, IT and Accounting)
Responsible for development and implementation of COP/CPT/FI for assigned client accounts
Responsible for understanding and adhering to ongoing requirements of Inspection Audit & Assessment Management System (IAAMS)
Responsible for understanding and adhering to ongoing requirements of OneSourceConnect System (OSC)
Provide technical support to clients by answering questions about inspection, assessment, or audit report findings, and interacting with global SCS teams to obtain answers to meet and exceed client concerns
Responsible for understanding and adhering to ongoing requirements of BVCPS SharePoint system
Perform final review of Inspection and Assessment reports for quality and consistency and ensure timely delivery to clients
Prepare for and assist with client meetings and presentations, provide regular and ad-hoc status reports to clients as required
Implement process improvements and evaluate client operations
Submit monthly data for forecasting, database entry, and spreadsheets for CPS- activity
Assist with training for new staff on client specific programs as requested
Provide back-up assistance for other department staff as required, communicate and escalate significant client issues to Manager or Supervisor for resolution
Assist in research and analysis of information needed to conduct SCS services
Manage and track scheduling of inspections, assessments, and audits including providing up to date scheduling information to clients, clarifying missing factory/vendor information with clients, and following up with operating offices to ensure timely delivery of reports
Support US auditors with information needed to expedite services
Monitor inspector/auditor workload and turn-around-time
Generate invoices, support invoicing and collection processes working closely with accounting to secure payment
Assure all requirements and services are organized and accomplished in a timely and professional manner
Adhere to the requirements of the BV-CPS Quality System
Other duties as assigned by Supervisor/Manager
Key Performance Indicators & Metrics (Criteria for Performance Evaluation )
KPI’s for this role will be determined as part of the annual PMP process, but could include:
Meet or exceed turn around time for answering client inquiries, delivering reports to client, and scheduling services
Maintain accurate information for IAAMS
Knowledge, Skills, Abilities
English Language Proficiency: Advanced level required (written and verbal). This role supports US-based operations and requires regular communication, reporting, and coordination in English with North American counterparts.
Excellent organizational and time management skills, attention to detail
Working knowledge of: M365, SOP, Client Program COP/CPT/IFI
Ability to effectively communicate and foster productive relationships with clients
Work well independently, as well as in a team environment
Ability to work well under pressure, handle crisis situations and balance several tasks simultaneously in a high-pressure environment
Strong problem solving and process improvement skills and willingness to use those skills to exceed expected job requirements
Must possess strong work ethic and excellent client service skills to ensure effective, responsive client interaction (internal and external)
Excellent written and verbal communication skills
Domestic travel may be required
Proficient in Microsoft Excel
Skilled in MS Office
Experience and Educational Background Required for the Job
Specialist I:
4 year degree and 2 years customer service experience required; or
2 yr degree and 4 years accumulative experience in customer service/quality assurance/inspections
Specialist II:
4 year degree and 3 years accumulative experience in customer service/quality assurance/inspections
2 yr degree and 5 years accumulative experience in customer service/quality assurance/inspections
Specialist III:
4 year degree and 5 years accumulative experience in customer service/quality assurance/inspections.
2 yr degree and 7 years accumulative experience in customer service/quality assurance/inspections
3+ years working with SC process and procedures, with a proven ability to master all related SOP for SCS Division.
Location: Puebla, MX - Hybrid flexibility
Hours Worked: Typically, Monday through Friday, 40 per week.
However, must be flexible to meet the needs of the department and complete other projects as assigned.
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