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R2P Process Optimization Lead
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About Us
We are Kenvue, a global company that realizes the extraordinary power of everyday care. We're the house of iconic brands, including NEUTROGENA, AVEENO, TYLENOL, LISTERINE, JOHNSON'S, and BAND-AID. Our team of 22,000 diverse and brilliant people is passionate about insights, innovation, and committed to delivering the best products to our customers. We put people first, care fiercely, earn trust with science, and solve with courage – and have brilliant opportunities waiting for you to join us in shaping our future.
Job Summary
The R2P E2E Senior Operations Specialist will play a crucial role in ensuring efficient and high-quality customer service while resolving inquiries across various communication channels. This position demands a deeper focus on process optimization, escalation handling, training, and cross-functional collaboration. The role involves utilizing case management system and telephony tools for customer interactions and issue tracking, evaluating and enhancing operational workflows, implementing best practices for increased efficiency, and driving cross-functional process improvements. Additionally, the R2P E2E Senior Operations Specialist will analyze customer interactions and service metrics to identify trends and recommend solutions, and collaborate with stakeholders, IT, and finance teams to streamline procurement and payment processes.
Responsibilities
- Provide high-level customer support via phone calls, emails, and chat, ensuring professional and timely resolutions.
- Promote and assist employees in using self-service options, systems, and tools, educating employees/suppliers on efficient issue resolution methods.
- Diagnose and troubleshoot issues, resolving root causes of recurring issues, identifying systemic improvements, and escalating complex problems to higher-level support teams when necessary.
Requirements
The R2P E2E Senior Operations Specialist should have a Bachelor's degree in Business Administration, Engineering, or Accounting, and conversational Portuguese B2. They should have 3+ years of experience in Procurement, Finance, or Shared Services, with a focus on R2P Processes. The ideal candidate should possess strong problem-solving and analytical skills, with the ability to identify process inefficiencies, and be able to provide exceptional customer service and unwavering commitment to customer satisfaction. They should also have proven ability to analyze problems, think critically, and propose effective solutions while maintaining composure in high-pressure situations.
