Order Management Operational Support Specialist

About NewPage Corporation

Headquartered in Miamisburg, Ohio, NewPage Corporation is the largest coated paper manufacturer in North America, based on production capacity with more than 4.5 billion in net sales. Our product portfolio is the broadest in North America and includes coated freesheet, coated groundwood, supercalendered and specialty papers. These papers are used for corporate annual reports, high-end advertising brochures, magazines, catalogs, books, coupons, inserts, packaging applications and direct mail advertising. 

 

NewPage owns paper mills located in Kentucky, Maine, Maryland, Michigan, Minnesota, Nova Scotia and Wisconsin. These mills have a total annual production capacity of approximately 5.5 million short tons of paper, including approximately 4.3 million short tons of coated paper, approximately 920,000 short tons of uncoated paper and approximately 300,000 short tons of specialty paper, as well as approximately 3.2 million short tons of pulp.

 

SUMMARY DESCRIPTION:

Operational support specialist role is responsible for call-center telephony management and troubleshooting as well as support and training of eBusiness applications

 

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

·  Management of Customer Service call-center telecommunication support including: hardware, software, maintenance, reporting, troubleshooting and coordination with IT department.

·  Performs daily and weekly Call Stat and Key Performance Indicator (KPI) reports, daily maintenance of call routing, periodic system analysis, and support of training needs.

·  Works with IT and business call-centers to identify solutions for telephony needs.

·  Recommends system design and assists with testing related to integration and system upgrades.

·  Coordinates with B2B eBusiness group on support and training needs for OM resources.

·  Ensures Operational continuity by developing and managing contingency plans.

 

EXPERIENCE REQUIREMENTS:

·  3+ years experience in telecommunication engineering, or related telephony/call-center management support.

·  Bachelors in MIS, Communication, or related field.

 

SKILLS/COMPETENCIES REQUIRED:

·  Must have knowledge of basic telecommunication systems and reporting.

·  Knowledge of PBX/ACD systems administration and vectoring. Exceptional verbal and written communication skills.

·  Requires strong spreadsheet and database skills, experience with Excel, Oracle, and Avaya programs.

·  Experience with call center design, CTI, Avocate, CMS Supervisor R13, voice/data networking, carrier issues, and call load forecasting preferred.

·  Ability to communicate highly technical issues in a manner that is easily understandable.

·  Proven ability to root-cause issues and develop solutions.

·  Knowledge of eBusiness protocols (EDI - electronic data interchange) and SAP helpful. Training experience preferred.

 

TRAVEL REQUIREMENTS:

Limited to 10%

 

RELOCATION PROVIDED:

No