.COLT Global Support Coordinator Apply: Remote Type - Hybrid RemoteLocation: Madrid, Community of Madrid, SpainTime Type: Full TimePosted on: 2 Days AgoTime Left to Apply: End Date: December 31, 2024 (30+ days left to apply)Job Requisition ID: JR19031Job DescriptionAs a COLT Global Support Coordinator, you will provide immediate global support for all questions and incidents related to all COLT Systems usage, for both internal and external users. You will also support CMA teams during the roll out & running of the CMA and CMA lite project, assisting service centres, carriers & other departments where CMA usage will impact, collaborating for the success of the project. You will filter support requests and direct them to the appropriate systems or people, as well as providing immediate first-level support and training to resolve usage difficulties. Additionally, you will develop and create training materials to ensure a smooth transition to SAP Fiori and the COLT systems.Key AccountabilitiesBe an integral part of the support team that provides wide global support for COLT and CMA systems.Deal with all support requests raised by Carriers, Service Centre Staff, and Other Teams related to COLT.Evaluate support requests and direct them to the appropriate system or person for resolution.Manage the multi-channel systems for carriers, service centres, and other teams to raise problems: Teams, Email, Phone, ServiceNow.Develop, create, and deploy training materials to support the smooth adoption of CMA and CMA lite for new Carriers onboarding the programme.Obtain and provide data and insights to the implementation teams in support of the CMA roll out programme.Monitor systems usage for fluctuations and provide useful insights to help resolve issues.Proactive communications to carriers or service centres when usage appears to be a problem.Proactive communications to COLT users when there are updates or changes to the systems.Provide immediate, live, first-level training or support for minor problem resolutions.Track the issues raised and escalate when problems linger.Communicate with the TS team and facilitate the resolution to CMA and COLT issues.Support in systems testing when there are bug fixes or new functionality releases.Support in providing extended hours global support when required.ExperienceSupply chain experience.Blueyonder user level.SAP/Fiori.IT background will be a plus.Customer Service will be a plus.Skills and KnowledgeAble to create multi-modal training materials.Able to manage and maintain documentation to ensure global consistency.Strong interpersonal, presentational, and networking skills.Strong customer service skills.Team player but able to work autonomously.Experience with logistics and supply chain industries.Experience working on multi-stakeholder projects.Experience working closely with CHEP IT.LanguagesEnglish (must), Spanish (desirable), and one of these European languages will be must: Polish or German