The job is only available for candidates based in Romania.
Office Location: Bucharest, hybrid work 2 days/week on site
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The Customer Operations Specialist works within a European, multicultural and fast moving business environment, supporting the Customers/ Partners within the area of order fulfillment. He/ she is located in a central order management team.
Tasks
1\. 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 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 procedures/policies, as per the received requests.
\- Coordinates customer’s change requests in due time and in alignment with agreedprocedures/policies, 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 – 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.
Requirements
\- First-level university degree or equivalent experience.
Knowledge and Skills:
\- Intermediate communication skills with the ability to convey medium impact messages clearly (verbal, written, and presentation) to internal and external peers and management.
\- Mastery of English/
\- Intermediate understanding of moderately complex internal operational issues.
\- Developed problem-solving and analytical skills.
\- Demonstrated teamwork and collaboration skills.
\- Ability to structure and apply developed organizational skills to manage daily operational issues.
Benefits
\- Medical subscription (Regina Maria)
\- Meal vouchers
\- 24 annual leave days
\- 200 RON net/month remote work bonus;
\- Worldclass preferential subscription;
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