Contract Specialist with French

2 weeks ago

București, Romania Wipro Full time

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
Works closely with Back Office team , providing instructions and support.
Adhere to any process / system changes and document properly all steps
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 operational documents

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)  
Works closely with stakeholders to solve complex situations

Controlling & Quality:

Contributes in reaching the defined process parameters and business fundamentals ( 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 & French 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

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