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Posted November 22nd

Director, Commercial Support

Tampa, Florida


Republic National Distributing Company logo

Employer

Republic National Distributing Company

Industry

Distributor

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Posted November 22nd

Director, Commercial Support

Tampa, Florida

Function

Sales

Experience

Other

Type

Other

Overview

Director of Commercial Support will be responsible for the helpdesk for our proprietary digital platform (eRNDC), supporting internal users and Suppliers (external). This role will be expected to lead the resolution of requests and technical issues submitted by our Suppliers and internal users by troubleshooting issues, communicating effectively, creating and upholding processes and procedures, providing training, and ensuring resolution in a timely fashion. This role will be responsible for collaborating with the eRNDC delivery team to improve the supplier experience, as well as test and validate new features when they are launched.

Responsibilities

Additional responsibilities may be assigned.

• Manage a direct report team and be responsible for the RNDC human capital practices related to the management of a team.

• Develop and follow standard processes with leveraging relevant help desk software (ServiceNow)

• Identify application and utilization issues, complete and document root cause analysis to accurately identify opportunities and implementing.

• Oversee the troubleshoot and escalation issues reported by Suppliers and Internal users within the eRNDC Supplier Services platform; proactively determine comprehensive plans to address.

• Identify, drive, and implement KPIs and other specified metrics to measure the efficiency and effectiveness of the support processes, team, and personnel.

• Document and create trainings: support runbooks, step-by-step guides of processes and procedures for the support team, host 'how to', trainings, seminars, and sessions for internal and external members.

• Maintain Knowledge Base, Training Materials, and ServiceNow documentation for eRNDC Supplier Services.

• Collaborate with internal and external stakeholders to ensure all eRNDC Supplier Services methodologies, polices, and procedures are maintained.

• Drive future Supplier Portal feature launches by testing and ensuring quality of supplier experience will remain neutral or better post launch.

• Present information to top management, public groups, businesspeople, and/or boards of directors.

Qualifications

Education and/or Experience: Bachelor's degree from four-year college or university preferred; six to eight years related experience, progressive senior-level management roles within a support department. Prior experience supporting product master data management, product information management system, and/or helpdesk. Information Technology Infrastructure Library (ITIL) Certification preferred. Experience with an alcoholic beverage wholesaler or supplier and/or training; or equivalent combination of education and experience.

Computer Skills: To perform this job successfully, an individual should have knowledge of Internet, Microsoft Office Suite software (such as Outlook, Word, Excel, Power Point, and etc.), order processing systems (such as Logility, Microstrategy, and etc.), and Customer Relationship Management (CRM) programs and learning tools, or the aptitude to learn.

Other Requirements:
• Ability to regularly operate a motor vehicle.
• Ability to regularly travel up to 30%.
We are an Equal Opportunity employer.
Location
Tampa, Florida