Vendor Management Specialist #2406-208800-01

The City of Charlotte is the largest municipality in North Carolina and the 15th largest city in the United States, with a total population of more than 897,000 citizens. A major commerce center, Charlotte hosts several of the nation’s largest banks and technology companies.

Also known as the Queen City, Charlotte is home to the Carolina Panthers, the Charlotte Hornets and the NASCAR Hall of Fame. We work hard to ensure that the community will be a winning city for everyone – a truly remarkable place to live, work, learn and play. Join us in helping to keep our City thriving, ensuring upward mobility and advancement in the workplace.

The Vendor Management Specialist will ensure compliance functions of vendors. Track customer service metrics to provide insights, and customer relations over time to establish trends and appropriate recommendations. Monitors service compliance by conducting office research investigations. Serves as administrative liaison between the department, vendor, and residents.

· Investigates unresolved and escalated customer complaints, records deficiencies and notifies vendor and Vendor Management Supervisor.

· Send communications of delays in service and service issues to interdepartmental staff, Vendor Management Supervisor.

· Serves as administrative liaison support for vendor and the City of Charlotte to address issues as they arise related to recycling collections.

· Review monthly fines or penalties assessments to non-compliance work order tickets recommended for liquidated damages by Vendor Compliance Specialist.

· Manage customer service work order tickets assigned in system and follow up with residents, vendor, and Vendor Management Supervisor with appropriate resolution.

· Identify operational inefficiencies and recommend resolve.

· Manage record request process to include tracking and recording public records inquiry to ensure departmental compliance for request is completed.

· Serves as administrator for travel arrangements for staff to ensure compliance with City’s travel guidelines and budgetary forms required.

· Assist with creating and distributing recycling educational materials, letters, mailings to deter compliance issues and address contamination concerns.

· Manage hotlist database and track operational compliance improvements with vendor for residents

· Serves as administrative support for Vendor Management Supervisor

· Updates 311 CSR recycling related scripts and works closely with Community Engagement staff on customer service level collection concerns.

· Prepares monthly sub-reports for reconciliation of liquidated damages assessments for Vendor Management Supervisor

· Prepares monthly recycling related customer service detailed reports.

· Serves as interdepartmental customer service liaison for recycling concerns during 311 Monthly Liaison meetings.

· Tracks recycling work order ticket related statistical data to create diagrams and charts for quarterly performance tracking reporting.

· Maintains records, photographs and case notes on compliance violators issued infractions/misdemeanor violations of City& County codes relating to Health & Sanitation

· Issue infraction/misdemeanor violation letters and remedial recycling education to repetitive violators

· Track vendor public information recycling education contribution for expenditures related to contamination, recycling initiatives and pilot projects.

· Works closely with Housing& Neighborhood Services Code Enforcement Division on recycling related appeals and fine assessments.

· Performs other duties as assigned.

Knowledge of:

· Administrative and clerical procedures, methods, and computer equipment

· Basic PC based software applications, business software, and database systems

· State statute, and City, State, and Federal requirements

· Records retention laws, policies, and procedures

· City policies, processes, and procedures

· Best practices for contract compliance

· Contracting processes and operational requirements

· Quality assurance and quality control

· Good knowledge of Logistics, Route Maps

Skill in:

· Interpersonal skills necessary to develop and maintain effective and appropriate working relationships.

· Performing a variety of duties, often changing from one task to another of a different nature

· Interact with public and government entities and vendors.

· Attention to detail.

· Decision making

· Strategic planning and critical thinking

· Making recommendations

· Data research, analysis, and evaluation

· Providing excellent customer service

· Organization and time management

· Contract review

· Troubleshooting and problem-solving techniques

· Communication and presentation skills

Ability to:

· Work independently & handle timelines

· Understand and carry out oral and written directions.

· Accurately organize and maintain paper documents and electronic files.

· Maintain the confidentiality of information and professional boundaries.

· Communicate clearly and concisely in written and verbal communication.

· Identify weak points and potential risks to operations.

· Prepare accurate records and documentation.

· Evaluate and interpret specifications for routes.

· Make sound decisions.

· Plan, prioritize, and organize work.

Required Education and Experience

· High school diploma (Associate’s Degree Preferred) or seven (7) years of related work experience in contract and project management 

· Any equivalent combination of training, education, and experience that provides the required skills, knowledge, and abilities.

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer.

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 p.m. (EST), excluding official City holidays.

Anyone seeking an accommodation to apply for a job may call (704) 336-2285 for assistance or you may email questions to CityHrJobPostingsNotify@ci.charlotte.nc.us.

The City of Charlotte provides a comprehensive benefits package to all employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.