Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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Responsibilities:

Customer Operational Support:

• 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

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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

• professional level of one of the following languages: German, Turkish or French

• 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

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Benefits:

• Competitive salary with an attractive set of social benefits:
• Private Pension Plan;
• Monthly Benefit budget;
• Medical insurance;
• Life insurance;
• Christmas bonus;
• Childbirth allowance;
• Relocation package for candidates willing to relocate;
• Great career opportunity to work for one of the biggest brands in the world in a unique work environment;
• Personal development in a multinational working environment through nice extracurricular activities with the team;
• Platform to actively participate and make an impact through Sustainability and Corporate Social Responsibility (CSR) projects;
• Professional development through a variety of training programs (hard/soft skills within WILearn/Udemy platforms);
• Extra annual leave days depending on tenure within Wipro;
• BOOKSTER opportunities;
• Nice designed and central business office;
• Fruits, coffee and tea on the house;
• Winner Circle Points (WCP) & Long service award (LSA) platforms which offers the possibility of both non-monetary and monetary recognition;
• Employee Assistance program;
• Employee Referral Program with attractive incentive schemes
• The promise of an enjoyable first impression after discussing with any of our recruitment colleagues.

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Deliver