Business Process Improvement Specialist Intern

Customer Service & Support Cumberland, Maryland West Sacramento, California


Description

Position at Hunter Douglas Fabrication Co

We are looking for a motivated Individual who wants to gain experience working for a large corporation and wants to not only learn but make a big impact on an organization by sharing knowledge and driving improvements.

The Hunter Douglas Knowledge Team is responsible for creating consistent and actionable knowledge for our Customer Support Representatives (CSRs), consumers, and dealers to utilize across multiple web properties. Partnering with other functional areas, our team translates the insights of our support representatives into knowledge that is easily consumable.

As an intern on the Knowledge Team, your responsibilities will include:

Document Customer Support processes and put a plan in place to simplify or eliminate processes all together. We have 120+ Job Instruction documents detailing how to execute existing processes. You will review the Job Instructions as well as work directly with our Customer Support team to perform root cause analysis, identifying why the process is needed as well as how to best deflect unnecessary volume from our Contact Centers.

Experience desired: Studying Industrial Engineering or pursuing an MBA or related field.

Process improvement experience within a large organization a strong plus

Skills and Abilities required:

- Google Apps or MS Office advanced proficiency

- Photo editing and web optimization experience a plus

- Experience with process flow software such as Visio or LucidChart

- HTML and web development experience a plus

- Customer Support, SAP, and Salesforce experience a plus