Contract Specialist with English

• Manages Customer relationship through providing daily operational support in Legacy and CBA environment

• Communicates all relevant information and ensures Customer's satisfaction regarding the activities in scope

• Keeps Customer informed of progress at all stages (Missing information, DRS, invoicing, tickets, system errors, accuracy of fleet)

• Deals and coordinates any order prioritization request with the Customer, to meet expectations

• Ability to work and communicate with people across organizational units and across levels ( team meetings, skip level meetings, townhalls, process huddles, 1:1s, customer meetings, technical meetings related to process chances, testing meetings)

Transaction Processing:

• Processes all the order management requests in a timely manner and according to the Customer's instructions / procedures in the agreed KPIs

• Adhere to any process / system changes and document properly all steps (CBA, ITSM, S4, MS4)

• Understand and properly document any portfolio changes that may occur

• Sends purchase orders to Customer's vendors / suppliers, asking for acknowledgements and delivery confirmations (including friendly reminders)

- Manages all transaction processing activities, finding solutions and giving answers to raised queries / issues

• Ensures that Service Level Agreement is met at individual level

• Analyzes operational data, identifies root causes of (repetitive) issues and drives corrective actions for the current activity at individual level

• Stores documents (including preparation steps like printing and scanning) o in common electronic repository (currently order management system) o in local repository (country dependent) o as paper up to 10 years, based on requests and local frame conditions in the countries working for

Backlog Order Management:

• Proactively monitors backlog of orders / requests using different tools & reports, working to avoid escalations

• Provides continuous visibility of the orders / requests backlog situation to the Customer

• Ensures structured and high quality communication with the Customer in relation to issues affecting the orders / requests backlog

Escalations:

• Knows and uses accordingly the escalation matrix (both internally and with the Customer)

Controlling & Quality:

• Contributes in reaching the defined process parameters and business fundamentals (e.g internal Key Performance Indicators, Customer's inventory levels, Accuracy of fleet and invoices managed, DRS reduction, migrated accounts to CBA, any requested report consolidation, Invoice Dispatch enablement etc.)

• Ensures the consistency between data provided by the Customer and orders / requests details inserted in the order management systems (including other supporting tools used for performing the daily activity)

• Assure an accurate image of selected accounts for migration purposes (fleet, dispatch, customer particularities), which will lead to a successful onboarding in CBA

Process Improvement:

• Looks proactively for enhancements of current activities and contributes with ideas / own activity to the process improvements' definition & implementation

• Provides support and adherence for testing new tools / environments when requested / needed

Special Processes & Activities:

• Manages all non-recurrent requests from management and / or Customer (as per Service Level Agreement)

• Supports switch to upgrades / updates of existing applications / systems

- Manages all quality incidents reported by the Customer

Critical skills required:

• Excellent English Communication Skills;

• Good analytical & synthesis skills

• Rigorous and accurate working style

• Good working knowledge of MS Office (especially Excel)

• Good Customer relationship capacity

• Basic working knowledge and understanding of Enterprise Resource Planning (ERP) system

• Problem solving oriented

• Self & Professional motivation

• Self-confidence & independence in decision making

• Punctuality & Flexibility

• Team work capability

• Pro activeness

Benefits:

• Fantastic opportunity to work for one of the biggest brands in the world in a unique work environment.

• Great career opportunity with a leading international outsourcing company.

• Opportunity of personal development in a multinational working environment.

• Competitive salary with attractive set of social benefits available through a flexible benefits package that can be customized depending on each employee's needs.

• Relocation assistance to help you settle in

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

Deliver
NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Order Management-Level 1.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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