Product Specialist - METRO

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Ref#: 32230
CBS Business Unit: CBS Interactive
Job Type: Full-Time Staff
Job Location: Irvine, CA, US

About Us:

CBS Interactive is the premier online content network for information and online operations of CBS Corporation as well as some of the top native digital brands in the entertainment industry. Our brands dive deep into the things people care about across entertainment, technology, news, games, business and sports. With over 1 billion users visiting our properties every quarter, we are a global top 10 web property and one of the largest premium content networks online.

 
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Description:
Brand Overview:
CNET Content Solutions is the global leader in the exchange of product information, rich content and ecommerce solutions that powers ecommerce sites from SMB to Enterprise. Since 1999 we have served our clients by providing aggregation, management, exchange and syndication of product information (images, specs, related products) between manufacturers, distributors, retailers, VARs, and marketplaces. Over the years our products and services have grown to meet client demands to include rich content syndication, cross-sell and up-sell services, product finders and selectors, custom solutions, quote/procurement Saas solutions, ecommerce store service, and global ecommerce insights and analytics.

Role Details: 
The Product Specialist – Is responsible for managing and monitoring of production commitments by utilizing our proprietary platform (METRO). Utilizing available and self selected tools you will develop and implement processes to ensure on time delivery of services.  Your goal is to proactively manage customer orders to alert for potential delays before they become an issue and escalate to the appropriate product team when there is an issue. This person shall be energetic, customer service oriented, and technically talented to provide support in a dynamic and fast-paced environment. 

Your Day-to-Day: 
  • Manage product/service delivery processes and schedule
  • Acknowledging order requests within our service level agreement, perform validation, remediate and/or escalate issues
  • Identifies issues where the KPI thresholds are breached and severe enough to cause delays in production services and cause customer dissatisfaction.
  • Acts as a first responder to all production inquiries while managing communications between internal team members and handling documentation after the fact
  • Provides feedback, error reports, customer impact and other necessary information to allow subject matter experts to identify the cause and/or solution
Key Projects: 
  • Manage customer orders on a day to day basis
  • Monitors and manages work assigned to the flexible workforce queue
  • Provides production delay analysis and work on delay reduction goal
Qualifications:
What you bring to the team: 
You have – 
  • Undergraduate education required
  • 2-3 years of experience
  • Advanced Excel skills required.
  • Perform under pressure within a time sensitive environment while managing multiple tasks simultaneously.
  • Creative problem-solving skills with strong quantitative, analytical, and conceptual thinking skills.
  • Significant experience in a customer service, operations and supply chain.
  • Demonstrated attention to detail.
  • Effective written and verbal communication skills.
  • Demonstrated ability to work in a team environment.
  • Able to work extended hours, including holidays, night-shifts and weekends, as necessary.
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EEO Statement:

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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