Dell Advisor, Sales Operations in Xiamen, China
Advisor, Sales Operations
Job ID R00851
Date posted 10/10/2017
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Within the Dells Global Business Services/OMS Organization, this is a new role for Sales Advisor. to provide expert support for accounts with operational issues across the Commercial business segments. You will need toapply analytical skills to evaluate and interpret multifaceted situations / problems using various information sources. Work with salesand numerous cross functional teams to ensure proper resolution is met within a timely manner, and to the satisfaction of the internal and external customer. Develop and apply project management techniques, identifying opportunities for improved or new processes and procedures. Create content and present updates, results and roadshows at executive level.
Drive critical customer impactingoperational issues for distressed accountsengaging multiple cross functional teams simultaneously to resolve multiple issues.
Provide process guidance, root cause analysis and pending actions to resolve to Sales, Order Processing, Sales Operations and associated partners
Identify issue root causes and apply project management skills to resolve
Present process updates, project results and roadshow content at Executive level
Meet or exceeds the following Metrics:5. SLA
Quality of 90% or above on audited fusions
Throughout the project you will be providing detailed and descriptive notes in Fusion,close out customer issues in a timely manner, share information to your team members to help them resolve cases as well. Look to become a SME in at least one operational area to support the most complex customer issues.
Work with multiple cross functional teams simultaneously to resolve multiple complex cases causing a customer to be distressed (with multiple operational issues within the account). Focus on providing a positive customer experience for both internal and external customers. Meet or exceeds the following Metrics: SLA, TTR, Case Open, Quality of 90% or above on audited fusions (correct root cause deamination for all customer issues,detailed and descriptive notes logged, updating sales in a timely manner. Research and properly identify the root cause f or all customer issues, follow the Letter of Understanding crafted for the project. Prioritize your workload to ensure all issues are resolved (you may be working on more than one project at a time).
Expert at problem solving, processes, critical thinking, time management, teamwork, collaborating with cross functional teams, dealing with ambiguity, working multiple issues at the same time, prioritization and organization
Self-motivated and proactive
Strong communication and inter-personal skill
Ability to build trusted partnerships with cross functional teams
Expert knowledge around Dell's operational processes (OP, Care, Finance, Logistics, etc)
Effectively and efficiently communicate findings and resolution potentially up to director/exec level
Undergraduate degree with 4-6 years experience, or 2-4 years experience with a Graduate degree
FluentEnglish is required and additional language (Japanese, Korean) will be a plus.
PMP certified candidate preferred