Supply Chain Solutions consists of a 40 employee call center which handles approximately 400,000 inbound calls and 100,000 outbound calls per year. Supply Chain Solutions averages creating over 600,000 transactions within SAP.
These transactions include orders, return authorizations, credits and debits. These are financial transactions which directly impact Hospira (ICU Medical)'s profitability and compliance to Sarbanes Oxley. Other transactions like inquiries allow Hospira (ICU Medical) to track and trend issues impacting customers.
The Supply Chain Solutions Team is also responsible for the placement and tracking of serialized devices through the SAP Service Management system. Supply Chain Solutions Team is responsible for being the primary contact with Hospira (ICU Medical)'s sales team. This include researching issues, answering questions, providing guidance related to Hospira (ICU Medical) Terms & Conditions.
The Supply Chain Solutions Trainer is responsible for developing, updating and implementing an effective training program for Supply Chain Solutions. The training includes procedural, product and soft skills training for all of Supply Chain Solutions. Currently, there are over 130 SOPs within Supply Chain Solutions. All new employees are required to complete training based on their job function. The Trainer will also be involved in monitoring and evaluating customer phone calls for quality and adherence to procedures. It is the responsibility of the Trainer to maintain all training records of all Supply Chain Solutions administrators. The trainer is responsible for training all areas administrators, Supply Chain Solutions Supervisors and managers on ERP functions and procedures. The Trainer will also maintain, develop and update Supply Chain Solutions standard operating procedures (SOPs). The trainer should be able to and may be asked to back up any Supply Chain Solutions positions as needed if necessary. Essential Duties & Responsibilities
1.Develop and maintain an effective training program for new and existing employees in Supply Chain Solutions.
2.Train all new Supply Chain Solutions administrators on the over 130 SOPs to ensure compliance to procedures. This includes maintaining training records for the 80 Supply Chain Solutions employees.
3.Schedule and coordinate other departments to present to Supply Chain Solutions employees.
4.Develop and maintain training programs for employees moving between functions within Supply Chain Solutions.
5.Maintain effective departmental SOPs.
6.Provide feedback to manager for performance evaluations and performance coaching.
7.Foster an atmosphere which focuses on positive accomplishments of team members.
a. This position requires the ability to take input from multiple levels and develop effective procedures for Supply Chain Solutions. This position also requires someone to look at new business processes and develop new procedures. This includes developing procedures through the necessary quality signoff. This person will need to have a strong understanding of systems which are used within Supply Chain Solutions. Additionally, this position must understand how Supply Chain Solutions procedures match up with other department's procedures.
a. This position will be responsible for the training of 40 employees within Supply Chain Solutions. This includes all aspects from developing material, developing training, implementing training and coordinating guest presenters. Failure to comply with Supply Chain Solutions procedures can result in government penalties including fines for Hospira. This person will need to be able to communicate potentially negative information to management.
10. Analytical Ability:
a. The Training Specialist will be required to analyze specific situations of lack of compliance to identify the root cause. In situations where current SOPs are not clear or accurate, the Training Specialist will create new or modify existing procedures as needed.
11. Authority to act:
a. The Training Specialist will have the responsibility to take feedback from Supply Chain Solutions managers and supervisors to determine appropriate procedures are created, maintained and trained.
Knowledge, Skills & Qualifications
General knowledge of the manufacturing, sales and distribution processes
Excellent verbal and written communication skills
Excellent organizational and interpersonal skills required
Ability to multitask and work in a fast-paced environment
Ability to demonstrate proficiency in problem resolution
High level of attention to detail
Proficient in Excel, Word and Outlook
Education and Experience
This position requires a strong background in training and presentation skills. Background in creating and training on presentations is required.
Knowledge of multiple systems is essential including SAP, Oracle, and Microsoft Office. Previous experience in Supply Chain Solutions is highly desirable. This position requires a person with strong critical thinking skills in order to breakdown procedures and processes into required steps to ensure compliance.
Strong interpersonal skills are required to train and coach employees on effective handling of customers.
This position requires someone who can work independently and as part of a team.
Bachelor's degree from an accredited college or university
Minimum 2 years of Customer Service or Supply Chain experience in the medical or manufacturing industry
Previous experience with ERP is a required
Must be 18 years of age
Must pass pre-employment drug screen and background check
Physical Requirements and Work Environment
This is largely a sedentary role.
This job operates in a professional office environment and routinely uses standard office equipment.
We are an Equal Employment Opportunity Employer, Female/Minority/Veterans/Disabled/Sexual Orientation/Gender Identity.
ICU Medical, Inc. encourages individuals with disabilities to apply for positions of interest. If you need accommodations to complete the application process, please contact Human Resources at 949-366.3578.