Lenovo

The Managed Services Fulfillment Manager (MSFM) has an important and embedded role within the Services Management Office. This role is responsible for overseeing and optimizing our delivery and process operations, by ensuring efficient customer support, effective order management, and seamless interactions with our valued customers. The MSFM understands the needs and preferences of our key customers, ensuring that their interactions with Lenovo are positive and seamless. This position requires exceptional communication and problem-solving skills to drive operational excellence and customer satisfaction. This role requires an individual who can effectively handle onboarding customers into our tools, supply planning, order management, non-standard SLAs, and support sales by offering technology solutions tailored to optimize logistics processes.

Role Responsibilities

• Develop a professional relationship with key customer stake holders.
   
• Manage the onboarding process for customers into our tools, manage creation of part numbers, manage the building out the correct configurations, providing guidance, training, and support to ensure a smooth transition and utilization of our technology solutions.
   
• Utilize CRM software to manage key stakeholder interactions, onboarding and order management activities, and monitor the progress of logistics-related opportunities
   
• 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. Find areas for improvement and implement solutions to enhance order management effectiveness.
   
• Ensure global lifecycle management – catalogue creation/management, product availability and/or constraint alerts.

• Handle non-standard service level agreements (SLAs) by understanding unique customer requirements and coordinating internally to meet or exceed these agreements.
   
• Engage proactively with potential and existing clients to understand their logistics challenges and offer tailored solutions using our technology products.
   
• Collaborate closely with the logistics and supply chain teams to facilitate supply planning and ensure adequate inventory levels to meet customer demand.
   
• Develop and maintain strong relationships with key decision-makers in logistics and supply chain departments to drive sales and promote long-term partnerships.
   
• Closely understand the customer business, future plans and strategy to be able to provide additional services and value, thereby expanding the services footprint.
   
• They may also work with and / or coordinate multiple Service Delivery Managers dedicated to a common engagement or a small number of large/highly complex customer projects/deliverables.
   
• Work closely with sales teams to ensure customer requirements are met and that sales commitments are fulfilled
   
• Stock Management: Work closely with the Service Delivery Managers to manage Device Forecast/Replenishment/Stock on Hand (ongoing)
   
• Process Improvement: Find 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 Managed Services Fulfillment department and across other departments. Build strong relationships with stakeholders to ensure effective communication, alignment of goals, and smooth cross-functional cooperation.
   

Required Knowledge

• 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 demanding environment.
   
• Excellent communication in English, 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 critical thinking 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.
   
• Purposeful mindset with a focus on delivering exceptional customer experiences.
   
• Flexibility to adapt to changing priorities and business needs.
   
• Experience in Reporting at Daily/Weekly/Fortnightly to various stake holders (Team and Senior Management).
   
• Strong delivery track record with experience collaborating in a globally distributed team.
   
• 3 to 5+ years of professional inside or outside sales experience in a technology field or IT related field is required.