Queue Coordinator, Commercial Contract Support

About the Role:

Grade Level (for internal use):

09

The Role: Queue Coordinator, Commercial Contract Support

The Impact: This position's primary role is to monitor and manage the Case and Quote queue in SFDC for the Commercial Contract Support group.

The Team/The Business: The position is responsible for daily briefing of high visibility and impacting incidents.

What’s in it for you:

• General fast-paced dynamic office environment. 

• Key Contract Supporting, regular computer use

• Support for over 2,500 products representing over 300 individual product families.

Responsibilities

• Supervise the Contract Support queue to ensure maximum productivity on daily completion of jobs. Accurate and timely processing to ensure resources are being utilized appropriately.

• Monitor, prioritize, and re-prioritize deliverables as needed, in consultation with regional Contract Support leadership team, to ensure successful outcomes for our clients.

• Maintain a sense of urgency on all work orders and internal workflow requests.

• Assigns out work orders\internal requests as needed to keep deliverables on track and ensuring appropriate utilization of staff and system resources.

• Maintain proactive, real-time communication with Contract Support Director and direct Contract Support Manager and cross Commercial Operations teams with respect to deliverables and build a cooperative, constructive relationship to enable smooth service delivery.

• Serves as a cross-team liaison with other departments such as Sales, Finance, Operations, Client Services and Client Financial Service to establish deadlines, workflow, and issue resolution based on team’s resources.

• Participate in daily status/pipeline meetings and update the team with the daily priorities and and deliverables in the pipeline that are expected in the near future.

• Lead seamless transitions of tasks and statuses between shifts.

• Assist leadership with ensuring departmental adherence to company standards and client-specific technical specifications.

• Make recommendations for improved workflow, quality, internal documentation, and processes to increase efficiencies including error review and identify areas for increased training.

• Act as an escalation point and senior resource for troubleshooting and determining solutions for custom requests or engaging team resources to help find solutions.

• Understand the strengths and needs of team resources, providing task management and direction.

• Manage and monitor the quality of the team’s output, coaching employees on technical issues and making procedural, documentation, and standards improvements recommendations.

• Other duties as assigned.

Requirements:

• Bachelor degree preferred or equivalent work experience

• SalesForce.com experience required

• Excellent queue management skills and a strong knowledge of LEAN / Agile preferred

• Direct work experience in a service level management capacity

• High level of proficiency with Excel, and Microsoft Office suite.

• Proven team leadership experience with great communication skills.

• Must have an exceptional attention to detail and high level of organizational skills.

• Must have great multi-tasking skills to stay engaged with multiple priorities at any given time and be able to so with a positive, solution-focused attitude.

• Demonstrated aptitude organizing, coordinating, and owning multiple projects simultaneously and adapting to change.

• Demonstrated passion for driving process improvement, collaboration and innovation as part of a cross-functional team.

• Ability to solve problems, prioritize, and multi-task in a fast-paced, deadline-driven environment

• Must be flexible with the schedule during month end

The Location:  Silver City, Pasig Office

Work Shift: Mid shift PH Time

#LI-PM

About S&P Global Commodity Insights
At S&P Global Commodity Insights, our complete view of global energy and commodities markets enables our customers to make decisions with conviction and create long-term, sustainable value.

We’re a trusted connector that brings together thought leaders, market participants, governments, and regulators to co-create solutions that lead to progress. Vital to navigating Energy Transition, S&P Global Commodity Insights’ coverage includes oil and gas, power, chemicals, metals, agriculture and shipping.

S&P Global Commodity Insights is a division of S&P Global (NYSE: SPGI). S&P Global is the world’s foremost provider of credit ratings, benchmarks, analytics and workflow solutions in the global capital, commodity and automotive markets. With every one of our offerings, we help many of the world’s leading organizations navigate the economic landscape so they can plan for tomorrow, today.
For more information, visit http://www.spglobal.com/commodity-insights.

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Diversity, Equity, and Inclusion at S&P Global:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
 

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)