Job Description:

 

Job ID:  246759

C.R. Laurence Co., Inc. (CRL) is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.

Job Summary

CR Laurence, the leading full-service provider of architectural metals, glass fittings and professional-grade glazing supplies, is undertaking a multi-year business and technology transformation initiative and is hiring future leaders to help support its transformation efforts.

As the Business Lead for the SAP C/4 Service Cloud platform implementation of the transformation project, you will help deliver the technology that will enable CRL’s commercial, digital and customer experience excellence execution.  You can be at the forefront of the future of our organization.

Post implementation you will take on the Senior Manager - Service Cloud role in the newly transformed customer experience organization.  Come join this industry leader!

Job Responsibilities

• Work with CRL leadership to define digital strategies, evaluate needs and areas for improvement


• Execute on the strategy by developing call center and service operational plans for the team managing execution, measuring and delivering results


• Facilitate workshops and design sessions leading to the requirements for the implementation of the SAP Service Cloud Platform


• Participate in and facilitate system integration design efforts with SAP S/4, Service Cloud, Sales Cloud and Commerce Cloud


• Define, implement and track Key Performance Indicators to measure the effectiveness of the Service Cloud platform, processes and changes implemented


• Develop project QA (Quality Assurance) strategy and implement testing scenarios, including User Acceptance Testing, Regression Testing, Test Automation, Security and Performance Testing


• Partner in developing and implementing end user training and materials for internal teams including Customer Support, Sales Reps and Service and Sales Operations.

Education/Experience:

• Proven success implementing SAP Sales Cloud and Service Cloud platforms. 


• Bachelor of Science or Arts in Business Administration, Finance or related field, MBA preferred.  Equivalent work experience will be considered.


• Strong knowledge of CRM/Sales Cloud and Order-to-Cash processes.  Ability to demonstrate detailed knowledge of customer service systems and processes and proven experience in the application of change management methodologies, able to develop and implement process enhancements and efficiencies


• Experience in the Manufacturing, Engineer-to-Order or Warehouse Distribution industries a major plus


• Experience leveraging data and metrics to assess current operations and make analytical recommendations for improvement and achievement of revenue goals


• Project Management or team lead experience with Large and Medium Sized Enterprises


• Experience with lean six sigma and process improvement methodologies a plus


• Ability to travel in support of the project and long-term needs of the role

What CRH Americas Offers You

• Highly competitive base pay


• Comprehensive medical, dental and disability benefits programs


• Group retirement savings program


• Health and wellness programs


• A culture that values opportunity for growth, development, and internal promotion

About CRH Americas

CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.

C.R. Laurence Co., a CRH company, is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRH family!

CRH Americas is an Affirmative Action and Equal Opportunity Employer.

 EOE/Vet/Disability--If you want to know more, please click on this link. 

C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.

 

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