Job Description

Join a diverse and dynamic team that makes and delivers the most valuable services in the world: electricity and natural gas. At Consumers Energy, our customers are at the heart of everything we do. Our employees work around the clock to provide service to our customers in honor of our history and to fulfill our promise to Michigan - Count on Us! Consumers Energy, the principal subsidiary of CMS Energy and headquartered in Jackson, Michigan, provides natural gas and electricity to nearly 6.8 million of Michigan's 10 million residents in all 68 Lower Peninsula counties.

POSITION SUMMARY:

The Specialist Issue Resolution (Tier 1) provides excellent operational procurement issue resolution services to Supply Chain (SC), Business Partners, and Suppliers. The Specialist reports to the Supervisor Issue Resolution (Tier 1). Provides support by receiving questions, enquiries and issue resolution requests from the portal, phone or chat and resolving them using domain expertise, process, system knowledge and knowledge base articles. Refers complex issues to Issue Resolution Supervisor for additional support or escalation to Tier 2 Issue Resolution. The Specialist participates in cross-functional teams, supports tracking and reporting of department performance metrics, helps expedite delayed materials, helps Business Partners track material status, track invoice issues, document questions that were not addressed using existing knowledge base articles and generally works to guarantee client satisfaction by resolving questions in an efficient, cost-effective, and timely manner. The Issue Resolution Specialist (Tier 1) strives to cultivate a culture of operational excellence.

Responsibilities:

* Issue Resolution (Tier 1): Interact in real-time with Business Partners and Suppliers to answer questions and resolve issues regarding operational procurement and materials management activities. Use in-depth domain expertise in SC processes, procedures, and systems to respond to questions and solve problems with procurement and materials management. Resolve issues effectively and efficiently by striving to provide first contact resolution. Escalate issues to Supervisor or Tier 2 Issue Resolution as appropriate. Communicate clearly and reliably with SC staff, business partners and suppliers in resolving issues. Support the Buyers to resolve routine and transactional issues in the procurement of services and materials. Issues include supplier communication, delivery, material receipt and invoicing. Support the day-to-day operational procurement activities of the Supply Chain Service Center (SCSC).

* Business Partner Relationship Management: Collaborate with Business Partners and other Supply Chain departments to solve problems, improve effectiveness to maintain high Business Partner satisfaction. Participate in SCSC planning processes and propose updates to processes to ensure alignment between the SCSC and Business Partners.

* Continuous Improvement: Support the framework, metrics, and goals for continuous improvement. To achieve process excellence and stay current with industry innovations, the Specialist works with SC Supervisors and Business Partners to develop and deploy leading practices for procurement and issue resolution throughout the organization. Support development of recommendations to improve and enhance operational procurement.

Requirements:

* BA, preferably in Business, Accounting, Finance, Supply Chain or other related field or equivalent experience/training
* 1-2 years of relevant work experience, including experience working on cross-functional teams

Overview

The Business Support Job Family is utilized throughout the Company, including, but not limited to: accounting, auditing, budget preparation/analysis, business analysis, business negotiations, business transactions, customer service/relations, finance, cash management, materials management/supply chain, project management, records management, risk management, marketing, planning/scheduling and strategic planning.

Nature of Work

The essence of the work that is performed by the Business Support Job Family is a wide variety of business functions, at times involving very specific business disciplines.

At the lowest level in this job family, the work performed may tend to be of a routine and less complex nature where the work responsibilities can be proficiently performed after a relatively short training period. At this level the employee is more likely to be able to move to different functional areas of the Company.

At the highest levels in this job family the work performed will tend to be of a complex nature involving knowledge of various functional/specialized disciplines where the work responsibilities can only be proficiently performed after a relatively long training / experience-related time period. The work environment often includes dealing with risk and limiting exposure, i.e., credit limit liaison in power market or coordinating Sarbanes Oxley testing and compliance.

Leadership, management, facilitation and interaction with senior management will be markedly increased at the mid - highest levels of this job family while the need for direction and supervision will be markedly decreased. While problem solving and analysis will likely be required at all levels, recommendation and implementation becomes the norm at the highest levels and will often have a major bearing on the Companys business. In addition, skills such as the ability to think on your feet, composure under fire and effective communication across all levels of the organization and with outside customers/clients become more finely honed at the higher levels.

Essential Functions:

Business Support Advisors and Consultants support the planning, business analysis, general management, budget preparations and analysis, negotiations, transactions, customer services and auditing of a wide variety of business functions and processes of specific operating and support areas throughout the Company. Duties and who this individual reports to will fluctuate between projects, departments and offices. Lead and/or assist with business analysis and support for the plans, reports, impacts, contracts, schedules, estimates, data collection, observations, and field investigations. Provide business analysis and support services with accuracy, on time and under budget. Use computer assisted applications software and equipment to prepare business analysis support documents. Understand and follow Company established standard procedures for file structure and standard procedures for projects. Become familiar with business and department and Company plans and related material for each project and be able to utilize the information appropriately. Assist in client contact and communication. Utilize effective communication skills to answer inquiries from coworkers, clients, or the public. Public involvement may include producing reports, graphics, presentations, and other visual material as well as occasional speaking or meeting with stakeholders. Attend internal and external meetings. Provide business analysis and support services in a legal and ethical manner. Individuals should exemplify safe work practices and follow the Companys compliance standards. Regular attendance is expected.

All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, sexual orientation, gender identity or national origin.