Business Operations Analyst
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We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.
We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.
- English at an advanced level;
- First level university degree or equivalent experience;
- Typically 2-4 years of experience in a supply chain function.
The Customer Service RepresentativeOperations Specialist works within a European, multicultural and fast moving business environment, supporting the Customers Partners and Sales Force, within the area of order fulfillment. He she is located in a central order management team and has a wide variety of responsibilities:
1. Backlog accountability
Manages customerpartner backlog to ensure that appropriate actions are taken to deliver orders within agreed SLA and according to business need
Reviews the backlog tools in use (e.g. E2E tool, FOM, or any other tool used) on a daily basis and takes actions to bring the delayed orders back in contractual SLAs
Provide backlog analysis and summary report to customer and account team if and when required, in due time and with accurate information, as per the received requests.
Manages all claims, exceptions and special requests in the area of Customer Operations, in due time and in alignment with agreed procedurespolicies, as per the received requests.
Coordinates customers change requests in due time and in alignment with agreed procedurespolicies, as per the received requests, ensuring the accuracy of the task.
2. Financial revenue management
Ensures all orders are invoiced and closed in the systems, if not the case takes action to trigger the necessary invoice or provide the business justification to leave the billing open
Minimizes field inventory through constant analysis of the justification of each case and reports to Champion TL
Keeps the volume of financial disputes to a minimum and actively works to closing them as soon as possible once they appear
Helps maximize the revenue on the accounts in quarter ends through collaboration with all involved stakeholders
3. Communication E2E coordination
CSR Operations Specialist is the first unique point of contact of the customer for all questions, information requests regarding the orders in process the claims heshe drives the customer engagement (reactive and proactive) by timely and accurate feedback given to the customer and internal stakeholders on order status and actions taken to optimize the backlog in order to deliver the goodsservices with agreed SLAs
Provides consultancy and guidance to customer on order management cycle (via phone email) and ensures customer is aware of the order acceptance policy. Delivers in time and accurate information, as per the agreed process procedure and the clients request.
Interfaces internally to the country team, SC Order Fulfillment, Logistics, Credit Collection, all relevant Sales Operations functions and ISS (India Shared Services) back-end team, in order to ensure the best way of delivering the tasks.
Provides consultancy and guidance to the account team on Customer Operations processes and policies
Confirm order is processed to customer for manual orders (where applicable)
Provide proactive status updates to customer and sales on order, especially on those at risk to be delivered out of SLA
Ensures all customer partner inquiries are acknowledged within 4 hours, including status update or no-status-update
Supports the ISS team, finds solutions to queries and issues raised and provides coachin