Senior Vendor Relationship Management Coordinator (Customer Contact Center - Remote Opportunity)

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!

Job Descriptions:

The Senior Vendor Relationship Management Coordinator (Customer Contact Center) will be responsible for the execution of operational administrative activities in support of the Vendor Relationship Supervisor according to the requirements established for the market and aligned on within Nespresso’s agreed upon KPIs and Service Level Agreements (SLAs) working with Nespresso’s Outsourcing Partner/Vendor (3rd Party Customer Contact Center). This role works Monday through Friday and is a remote-based opportunity. 

Responsibilities: 

Day-to-Day Administrative Responsibilities

•    Primary administrator and owner for the User Management Process including managing the submission of all user access requests ensuring business continuity onsite for partner, as well as conform to all audit requirements. 
•    Responsible for problem solving as issues arise with the User Management Process including investigating and finding solutions while engaging with Nestle User Management teams. 
•    Perform reconciliation on all user lists for audit compliance in collaboration with IT, Data Protection and S&C teams. 
•    Responsible for managing vendor partner access to tools & resources to systems.   
•    Oversee communications between Nespresso & Vendor partners for outages, maintenance and promotions. 

Operations & Performance

•    Perform data entry of various KPI results and review trends to provide insights for performance improvements. 
•    Coordinate with both the Quality and Training teams to track and review calibration results, CVS results and training evaluations for performance improvements. 
•    Participate in regular meetings with Nespresso internal teams and our Outsourcing Partner to identify trends and present solutions.
•    Monitoring of Case-Management and providing feedback to Outsourcing Partner. 
•    Provide daily operational support and develop Nespresso’s expertise with our Outsourcing Partner.
•    Support the Vendor Relationship Supervisor in monitoring the Outsourcing Partner’s activity and performance.

Continuous Improvement

•    Actively participate to review operational performance shared in various Steering Committee meetings for trend results and provide insights for performance improvements with the Vendor Relationship Management team.
•    Collaborate to create, modify, and enhance reporting methodologies to enhance efficiency & productivity within the outsource team.
•    Actively participate in analyzing calibration results, CVS results and training evaluations for performance improvement.
•    Serve as the liaison and prepare onsite visits with our Outsourcing Partners, as well as with other market stakeholders.
•    Perform additional duties and tasks as assigned. 

Requirements: 

•    High School Diploma or GED required. 
•    2+ years of professional experience working in a Customer Contact or Call Center or within a Customer Relations environment required. 
•    2+ years of experience working in account, vendor relationship management or within business process outsourcing preferred. 
•    Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) required.
•    Must have excellent communication (oral and written), presentation, organizational, leadership and stakeholder management skills (including the ability to build and maintain strong, cross-functional working relationships). 
•    Willing and able to work under pressure to meet tight deadlines with minimal supervision. 
•    Must have excellent time management and problem-solving skills, with the ability to prioritize, multi-task and find solutions to complex administrative problems. 
•    Must be team-oriented, data-driven and have strong attention to detail. 
•    Willing and able to travel up to 25% based on the needs of the team and the business. 

The approximate pay r