Lenovo

Responsibilities:

Customer Invoicing: Ensure and support the Service Delivery Managers to ensure customer billing is completed accurately in a timely manner.

Order Management: Oversee the end-to-end order management process, including order entry, tracking, fulfillment, and returns. Collaborate with cross-functional teams, such as sales, supply chain, and logistics, to optimize order processing efficiency and accuracy. Identify areas for improvement and implement solutions to enhance order management effectiveness.

Financial forecast: Work closely with the Service Delivery Managers to ensure a valid forecast for billing and costs is available. Validate the forecast to ensure data accuracy. 

Financial Transactions: Have visibility to Accounts Payable (Service partners), PO Management , Accounts Receivable (customer payments) Visibility

Stock Management: Work closely with the Service Delivery Managers to manage Device Forecast/Replenishment/Stock on Hand (ongoing)

Tools & Systems Support: Ensure SDMs are utilizing tools efficiently, Provide training and guidance on tools usage, Gather requirements & provide feedback on tool & system improvements.

Time sheet compliance management: Ensure timesheets compliance and governance for the SMO

PSA Data management: Ensure accurate data inputs into MS Dynamics PSA.

Performance Analysis: Utilize data-driven insights to evaluate customer operations performance. Develop and maintain key performance indicators (KPIs) to assess team productivity, customer satisfaction, and operational efficiency. Regularly analyze metrics and provide actionable recommendations to enhance performance and achieve departmental goals.

Process Improvement: Identify opportunities to enhance customer operations workflows and implement process improvements. Work closely with relevant stakeholders to streamline procedures, reduce response times, and drive operational excellence. Leverage technology and automation to optimize efficiency and customer experience.

Team Collaboration: Foster a collaborative and positive work environment within the customer operations department and across other departments. Build strong relationships with stakeholders to ensure effective communication, alignment of goals, and smooth cross-functional cooperation.

Training and Development: Implement training programs to enhance the skills and knowledge of the customer operations team. Stay updated on industry trends and best practices in customer service, order management, and operational excellence. Conduct regular coaching sessions and performance reviews to support individual and team growth.

Requirements:

Bachelor's degree in business administration, operations management, or a related field. Relevant certifications or additional training are a plus.

Proven experience in a customer operations or customer service management role, preferably in a fast-paced environment.

Strong leadership abilities with the ability to motivate and inspire a team.

Excellent communication and interpersonal skills to effectively interact with customers, team members, and stakeholders at all levels.

Analytical mindset with the ability to utilize data to drive decision-making and process improvements.

Demonstrated problem-solving skills and the ability to resolve complex customer issues.

Proficiency in customer relationship management (CRM) software, order management systems, and other relevant tools.

Knowledge of e-commerce and supply chain processes is desirable.

Results-oriented mindset with a focus on delivering exceptional customer experiences.

Flexibility to adapt to changing priorities and business needs.