Solution Engagement Supervisor - Full-time / Part-time

Job Summary

The Solutions Engagement Supervisor develops a thorough understanding of customer processes and business objectives and capitalizes on the value that UPS can offer their business. He/she creates value for customers by leveraging UPS’s expertise in the areas of engineering, technology, finance, and supply chain design. This position provides consultative sales support to the UPS sales organization to enhance and improve customers’ businesses using value-added and configurable solutions. The Solutions Engagement Supervisor supports small to mid-scale projects, consisting of single/multi-site customers with multiple projects and services. He/she actively participates in the implementation phase of the solution development, including deployment plan definition and implementation phase scheduling. This position also provides ongoing analysis of implementation projects, plans, and templates through statistics, outcomes, lessons learned, and post-implementation audits as defined by the implementation project plan.

To identify and understand a customer’s business needs and goals, the Solutions Engagement Supervisor conducts extensive research into their operations. He/she reviews company processes, trends, or volume, and/or identifies customer service, technology, or distribution issues. This individual also meets with the customer’s internal stakeholders to determine objectives and opportunities. The Solutions Engagement Supervisor evaluates the information and proposes viable solutions to obtain quality, financial, and process improvements; increase cost savings; enhance efficiency; and build the business partnership. In addition, this position collaborates with the sales team to determine solutions costs and account strategies, prepares and delivers customer proposals, and coordinates implementation resources and activities. The Solutions Engagement Supervisor also participates in account management activities.

Other Duties 

• Conducts internal and customer product, service and solutions training
• Prepares and presents project reports, and assist with budget validation and post-project user audits
• Generates revenue through consultative sales activities
• Provides input and direction into implementation scheduling and communication plans
• Builds productive internal and external business partnerships 
• Participates in pre and post customer meeting calls to determine strengths and weaknesses of the sales approach and solutions offered and monitor customer needs through account strategy session
• Duties include reviewing account information to identify opportunities
• Provides guidance to sales management on directly positioning and selling solutions
• Participates in strategy meetings with stakeholders.

Preferred Competencies 

• Applies Service, Product, and Customer Technology Knowledge: Demonstrates familiarity with the core service offerings across business units and deep familiarity with product, service, and customer facing technology offerings of at least one business unit; demonstrates knowledge of competitors' offerings and the features of their products, services, and customer facing technology solutions; describes types of customers that would benefit from selected offerings; compares and contrasts UPS's and competitor's products, services, and customer facing technology solutions; able to compare and contrast the customer's experience of engaging with UPS and primary competitors across all touch-points; summarizes positive and negative gaps; develops plans to leverage advantages and correct disadvantages.
• Assesses Business Needs: Identifies current and future needs of the customer or business; understands how business needs dictate the project’s requirements, project direction, business objectives, and resource allocation; makes recommendations on the solutions-design phase of the project.
• Business, Financial, and Industry Knowledge: Considers industry and financial trends when making account decisions; understands critical aspects of business models and operating structures to provide input into decisions.
• Conducts Customer Analysis: Demonstrates some advanced knowledge of how to conduct customer analysis using common sources of information to identify customer facts and trends; collects standard research data about current and prospective customers with some guidance; identifies and develops lists of prospective customers; assists with identifying instances where customer needs or expectations are not being met; drafts promotions of products, services, and features based upon research with oversight from others.
• Creates Account Strategies: Helps define and create specific documented account strategies; evaluates key financial indicators to establish account strategies; leverages sales and service resources to meet basic customer; recognizes overlap between customer needs and external industry trends.
• Detail Orientation: Distinguishes between “big picture” concepts and comments and specialized, smaller specific facts associated with work; notes the specifics of events and experiences; explains, in general, how details impact end goals or outcomes; ensures that work is completed accurately and with the appropriate level of detail.
• Project Management: Demonstrates understanding of implementation objectives, project plan, and one's role within a project; participates in the implementation of a project; provides timely, thorough and concise updates for area of responsibility; identifies areas of risk and properly communicates them to the project manager.
• Solves Customer Problems: Recognizes when customers are having issues; identifies resolution to basic customer issues and recommends solutions.
• Strategic Customer Partnerships: Builds and maintains relationships throughout a customer organization; makes recommendations regarding account decisions or strategies.
• Supply Chain Management: Demonstrates a detailed understanding of supply chain concepts; makes recommendations for changes to solve supply chain problems.

Minimum Qualifications

• Bachelor's Degree - Preferred
• Proficient in Microsoft Office, including Excel, PowerPoint, Outlook and Access - Preferred
• Experience in Business-to-Business or Business-to-Consumer Sales – Preferred
• Experience managing and implementing Cross Border Solutions - Preferred