Group O

Analyst

• The AI Automation & Integration Analyst is a hands-on technical role focused on building, deploying, and maintaining AI agents and automated workflows. Reporting to the Director of Competitive Intelligence, this position will execute on the company's AI strategy by developing solutions primarily using Copilot Studio and Azure AI.
• Develop supervised agentic workflows with human-in-the-loop oversight to enhance manual processes and integrate with systems like Microsoft Dynamics 365.
• Grow into a role with greater responsibility in company-wide AI adoption by contributing to the documentation and refinement of AI policy and best practices.
• Construct foundational AI systems from the ground up; build, deploy, monitor, and optimize AI agents and workflows using Copilot Studio and Azure AI.
• Provide technical support to business teams and demonstrate developed AI agents' functionality to operational and sales teams.
• Gather requirements from business units under guidance of Director of Competitive Intelligence for AI-driven automation projects.
• Collaborate with product and operational teams to prototype, develop, deploy, and track new AI agents and workflows.
• Serve as a key technical resource for agentic AI, maintaining documentation on best practices and ethical guidelines.
• Monitor performance of deployed AI agents, tracking key metrics and reporting on effectiveness.
• Stay current with developments in Copilot Studio, Azure AI, and related technologies.

AI Automation and Integration Analyst

Customer Support

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support
• Listen actively to customer concerns, identify root causes, and resolve issues
• Build rapport and establish positive relationships with customers
• Maintain thorough understanding of company's products, services, features, pricing, and promotions
• Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information
• Accurately record all customer interactions, inquiries, and resolutions in appropriate systems
• Generate reports or summaries as required to track performance metrics, trends, and customer feedback
• Collaborate with other departments to address inquiries requiring specialized expertise or escalation
• Proactively identify opportunities to enhance processes, procedures, and service delivery methods
• Work a set schedule with flexibility to work extra hours or modified schedule to meet business needs

Bilingual Customer Service Representative

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support; provide prompt, courteous, and accurate responses
• Listen actively to customer concerns, identify root causes, and work to resolve problems to customer satisfaction using available resources and tools
• Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism
• Maintain a thorough understanding of the company's products, services, features, pricing, and promotions and update knowledge through training and documentation
• Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information following established procedures
• Accurately record all customer interactions, inquiries, and resolutions in appropriate systems; generate reports or summaries as required
• Collaborate with other departments to address inquiries requiring escalation and coordinate efforts to provide seamless support
• Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve customer experience
• Ability to work a set schedule with flexibility to work extra hours or a modified schedule to meet business needs

Customer Service Representative, Bilingual

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. Provide prompt, courteous, and accurate responses to meet their needs.
• Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively.
• Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Tailor responses to meet the unique needs and preferences of each customer.
• Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. Continuously update knowledge through training sessions, documentation review, and communication with internal teams.
• Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. Follow established procedures for order entry, verification, and fulfillment to ensure accuracy and efficiency.
• Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. Generate reports or summaries as required to track performance metrics, trends, and customer feedback.
• Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation. Communicate effectively with team members to coordinate efforts and provide seamless support to customers.
• Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Provide feedback and suggestions for optimizing workflows, tools, or training programs.

Customer Service Representative

Procurement

• As a Strategic Sourcing Specialist, you will play a critical role in Group O by developing and implementing effective sourcing strategies to optimize our supply chain operations. You will be responsible for identifying, evaluating, and selecting suppliers that meet our quality, cost, and delivery requirements. Your expertise in market analysis, negotiation, and supplier relationship management will ensure that we achieve our procurement goals while maintaining the highest standards of quality and sustainability.
• The ideal candidate is an analytical thinker with strong analytical and negotiation skills. They excel in building relationships and managing projects while maintaining lofty standards of quality and sustainability. Effective communication, mindfulness, and the ability to adapt to dynamic environments are essential. They should have a deep understanding of supply chain management, be proficient with sourcing tools, and uphold strong ethical standards.