Backlog accountability

• Manages customer/partner 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 by the partner) on a daily basis and takes actions to bring the delayed orders back in contractual the partner's 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 procedures/policies, as per the received requests
• Coordinates customer’s change requests in due time and in alignment with agreed procedures/policies, as per the received requests, ensuring the accuracy of the task

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

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 – he/she 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 goods/services 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 client’s 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 coaching and training as needed

Escalation ownership

• Accountable for providing in-time and accurate resolution of all order related escalations, regardless of the level they have reached
• Ensures the Supply Chain Customer Operations escalation process is properly and efficiently followed at all times

• First level university degree or equivalent experience
• Typically 2-4 years of related experience (e.g., supply chain, customer service, procurement, financial management)
• Intermediate communication skills with ability to convey medium impact messages clearly (verbal, written and presentation) to internal and external peers and management
• Mastery in English and local language as well as other languages as required
• Intermediate understanding of moderately complex internal operational issues
• Developed problem-solving and analytical skills
• Broad knowledge of the end-to-end process of sales operations
• Developing knowledge of local legal compliance issues
• Demonstrated teamwork and collaboration skills
• Ability to structure and apply developed organizational skills to manage daily operational issues

• Hybrid – positions where the worker works at the partner's site and from home