Order Management with German (full remote)

Responsible for customer orders end to end across the globe with accountability for management of all external suppliers within the Service Delivery process Access delivery and coordinating Test & Turn up / Migration activities, until handover for final test with the Customer.

Key responsibilities will include access ordering, delivery, workflow & inventory management within the Service Delivery process until handover into Service Assurance. The role holder will act as the single point of contact with full accountability towards both the A-end and B-end customer during the delivery ranging from simple products to complex solutions.

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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Do

• Support process by managing transactions as per required quality standards
  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA's defined in the contract
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• 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

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• 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

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Deliver
No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

The skills & experience you need:
• Fluent English & German.
• Customer focused mind-set.
• Drive for performance and results proactively.
• Team player, open and co-operative.
• Out of the box thinking.
• Systemic & analytical thinking.
• Self-confidence and self-sufficient while working alone.
• Strong communication and stakeholder management skills - both verbal and written.
• Experience in managing complex processes and multiple suppliers is preferred.
• Ability to quickly oversee complex processes and products.
• Problem solving and initiating corrective actions.
• Ability to analyze and respond to complex customer service requirements.
• Able to manage multiple tasks, customers and priorities in a demanding environment.
• ITIL or equivalent is an advantage.
• Basic technical and networking knowledge is an advantage.

What you'll be doing

Delivery process and solution management
• Managing and coordinating customer solution orders with internal stakeholders.
• Managing the order workflow in Customer's internal systems & project coordination.
• PEGA/MYSD reporting for supplier orders & customer side updates on any customer dependencies.
• Complete Root Cause Analysis when necessary and contribute to Service Improvement Plan creations.
• Collaboration with regional delivery specialists and supplier performance managers to assist in service delivery improvement.

Customer management involvement
• Perform order validation with the customer, sanity check and update order records if necessary.
• Establish initial communication with the customer ('welcome call') for incoming new orders and provide regular updates through the delivery until order closure.
• Manage customer escalations/expedite in line with the escalation/expedite process, provide root cause analysis outcome on failed installs to customer.
• Notify customer about service activation completion and prepare all necessary documents (SAF).
• Responsible for customer satisfaction (Net Promotor Score, NPS) measures in relation to the provisioning stages of all orders assigned and managed on behalf of the customer.
• HQ communications for small customers.

Project management involvement
• Act as an SME towards account and sales teams and be consulted for supplier selection, timelines and delivery constraints that can ensure setting the right expectations and set up delivery for success.
• Act as the single point of contact for all internal and external escalations on 1st level, expedites and inquiries related to order delivery.
• Responsible for the end to end relationship for both internal and external customers. Take responsibility for service implementation and act as primary interface for customers, internal departments and business partners or all implementation activities throughout the whole order life cycle within given timescales. Where required provide reporting to the customer.
• Ensure all KCI (Keep Customer Informed)/KPI (Key Performance Index) are delivered against agreed targets working with organisations to ensure it is achieved, maintain a high focus and drive on performance and operational jeopardy management.
• Accountable for updating complex accounts order track updates on a weekly basis for the PM/Account teams (pencil views/customer comment).

Supplier and early life management involvement
• Accountable for ordering and tracking multiple and complex infrastructure products and services, including but not limited to access ordering.
• Manage all aspects of changes (In-Flight Change) related to the orders.
• Manage circuit issues with the access suppliers, open incident tickets and follow-up if necessary.
• Responsible for co-ordinating and managing early life failures.
• Service activation management involvement.
• Schedule and arrange the RTT and Migration appointment with customer & liaise with CDPs for booking Internal & external resources.
• Delivery knowledge management.
• Act as a mentor towards New Joiners.
• Cooperate and support service improvement initiatives.

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