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Vendor Relationship Management Supervisor

Vendor Relationship Management Supervisor

Are you passionate about coffee? Do you care about sustainability and quality? At Nespresso we place people, coffee and sustainable living at the heart of what we do, inspiring an engaging and meaningful place to work.

 

This position is not eligible for Visa Sponsorship.

 

Position Summary

 

A Day in the Life


• Continuously motivate, develop, coach and train Coordinator and Specialist in order to guide and support the external partner teams 
• Ensure robust communication to team; dissemination of company information, daily check ins, regular performance reviews, team meetings 
• Manage and develop team to the Nestle leadership pillars to ensure a high performing team Ensure Service Performance internally
• Drive internal team to achieve goals as outlined in agreed KPIs and objectives
• Evaluate teams performance through weekly and monthly check ins against deliverables 
• Drive continuous improvements with team objectives
• Continuously guide and support the external partner teams; influence without authority
• Responsible for team dissemination of company information to external partner
• Indirectly manage performance of external partners Ensure Service Performance 
• Drive external team to achieve goals as outlined in the quality success model and meet agreed KPIs 
• Evaluate external team's performance through operational reviews 
•  Drive continuous improvements with key stakeholders in steering committee meetings 
•  Ensure goal alignment through to the CRC OMP strategy, both with top down and bottom up initiatives 
•  Manage risks, issues, escalations and change in a cost effective and timely manner to deliver the agreed KPIs
•  Participate and co-lead RFP Processes for determining new external partners •Lead cross-functionally in the call center to align key stakeholders 
•  Identify gaps and design action plans accordingly for quality and training needs with external partners 
•  Be empowered to take any decisions within scope 
•  Manage coffee & incentive budgets to allow expansion and enhancement of activities, own budget reconciliation, DF's and forecasting.

 

Winning Skill Sets


• High School Diploma or GED required
• Bachelor degree preferred
• 1-2 years of people management experience required
• Prior experience in a contact center preferred 
• Prior workforce management experience preferred 
• 1-2 years of experience in account, vendor or relationship management or with business process outsourcing, preferred 
• Strong customer service and sales techniques; ability to successfully resolve customer escalations 
• Highly analytical with strong problem solving skills 
• Time management skills; ability to prioritize and multi-task while producing high quality work 
• Ability to excel in a highly structured environment while succeeding in ambiguous and ever changing situations
• Strong communication skills; both verbal and written 
• Proficient in MS Office, strong excel skills 
• 25% travel required
 

Requisition ID

150680 

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role.  In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities.  Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

 

This position is not eligible for Visa Sponsorship.

 

Are you passionate about coffee? Do you care about sustainability and quality? At Nespresso we place people, coffee and sustainable living at the heart of what we do, inspiring an engaging and meaningful place to work.

 

This position is not eligible for Visa Sponsorship.

 

Position Summary

 

A Day in the Life


• Continuously motivate, develop, coach and train Coordinator and Specialist in order to guide and support the external partner teams 
• Ensure robust communication to team; dissemination of company information, daily check ins, regular performance reviews, team meetings 
• Manage and develop team to the Nestle leadership pillars to ensure a high performing team Ensure Service Performance internally
• Drive internal team to achieve goals as outlined in agreed KPIs and objectives
• Evaluate teams performance through weekly and monthly check ins against deliverables 
• Drive continuous improvements with team objectives
• Continuously guide and support the external partner teams; influence without authority
• Responsible for team dissemination of company information to external partner
• Indirectly manage performance of external partners Ensure Service Performance 
• Drive external team to achieve goals as outlined in the quality success model and meet agreed KPIs 
• Evaluate external team's performance through operational reviews 
•  Drive continuous improvements with key stakeholders in steering committee meetings 
•  Ensure goal alignment through to the CRC OMP strategy, both with top down and bottom up initiatives 
•  Manage risks, issues, escalations and change in a cost effective and timely manner to deliver the agreed KPIs
•  Participate and co-lead RFP Processes for determining new external partners •Lead cross-functionally in the call center to align key stakeholders 
•  Identify gaps and design action plans accordingly for quality and training needs with external partners 
•  Be empowered to take any decisions within scope 
•  Manage coffee & incentive budgets to allow expansion and enhancement of activities, own budget reconciliation, DF's and forecasting.

 

Winning Skill Sets


• High School Diploma or GED required
• Bachelor degree preferred
• 1-2 years of people management experience required
• Prior experience in a contact center preferred 
• Prior workforce management experience preferred 
• 1-2 years of experience in account, vendor or relationship management or with business process outsourcing, preferred 
• Strong customer service and sales techniques; ability to successfully resolve customer escalations 
• Highly analytical with strong problem solving skills 
• Time management skills; ability to prioritize and multi-task while producing high quality work 
• Ability to excel in a highly structured environment while succeeding in ambiguous and ever changing situations
• Strong communication skills; both verbal and written 
• Proficient in MS Office, strong excel skills 
• 25% travel required
 

Requisition ID

150680 

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role.  In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities.  Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

 

This position is not eligible for Visa Sponsorship.

 

New York, NY, US, 10001

New York, NY, US, 10001


Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

Apply now »