Job expirat
The primary objective of the BOSS-EMEA team is primarily to ensure the customer eCommerce catalog accuracy and validity to ensure smooth order intake by the customer.
This activity is mainly triggered by internal reports and is a service delivered to the CSSM and Sales.
The BOSS EMEA team would also answer to Sales or CSSM various type of requests. It can be for example a customer request for a demonstration unit which has to be managed with a service center.
Using internal solutions, the BOSS team member is:
- Analyzing internal reports and take pro-active actions following defined processes and guidelines;
- Creating/maintaining customer technical configuration according to the customer requirements;
- Creating/maintaining the product pricing for Sales, following guidelines and internal processes, and working with the Pricing Team (Bid Desk);
- Asking creation of a special product or service (Hardware, Software, Logistic…);
- Administrating a customer demonstration unit request, following the relevant process;
This list is not exhaustive and must be taken as example. It could be adapted to the organization priorities, meaning the team need to be adaptive. The team is working with hp partners (other hp services) and internal customers (Sales & CSSM)
The team responsibility is to deliver internal customer services: quality of result, respect of timeline, and content quality, is of primary importance and will be tracked closely:
- Quality: Reports focusing on action accuracy versus initial request and the quality on results;
- Timeline: Service Level Agreement with Sales Organization and CSSM (turn around time (TAT), volume of activities, over time qualification, …);
- Overall Service Level: Quarterly satisfaction survey with Sales and CSSM
This tracking will lead to corrective actions with definition and implementation of an enhancement plan.
The BOSS EMEA Supervisor is:
- the Team supervisor with associated people management responsibilities (hiring, evaluation, …)
- Organize team performance and ensure 100% requests processed.
- Daily management of the team through calls, meeting.
- Ensuring activity tracking
- HP operational interface with EMEA DCS contact for BOSS EMEA (daily call)
- Recognized processes & tasks expertise technical leader.
- Management of the service requests (assignment, tracking, until closure)
- Reporting & metrics creation & monitoring
- Following and controlling for a budget and continuous improvements
- Weekly operational review including results summary, analysis and comments.
- Contribute with ideas to operation improvements (suggest workshops, trainings, improvement
- Ensure service quality and specifically follow up of negative feedback
- Escalation point for HP sales & DCS staff
The key measures for the BOSS Supervisor are:
- Meet service quality objective
- Meet service SLA
- Structuring and executing the team level action plan
- Team stability (attrition rate)
- Team knowledge level
- DCS staff satisfaction
- Sales satisfaction
- Education - University/Master degree in Business or Sales or equivalent experience
- Experience - Experience in one or more of the following:
- Minimum three years experience in sales administration or IT or equivalent
- Previous experience in managing/leading a team
- Knowledge - Good knowledge of business processes
- Broad knowledge of administration, report generation and database inputs
- Knowledge in IT Tools (database system; MS-Office and computer tools…)
- General understanding of Sales Administration processes
- Technical understanding of Servers and PC architecture and structure.
- Skills - Team management ability (delegation, time management, priorities, organization…)
- Ability to manage priorities
- Strong customer oriented attitude
- Efficient in stressful situations
- Excellent communication skills, written and orally
- Strong autonomy and pro-activeness
- Focus on details
- Leadership/Charisma
- Language - Fluent in English
- One other major European language (German, Spanish, Italian …) would be considered as a plus.
Compania noastra imbina experienta, expertiza, managementul activ si cultura creativa. Asiguram clientilor nostri know-how-ul si cunoasterea pietei din Romania pentru a ajuta dezvoltarea unui proiect de succes. Forta companiei APT Resources & Services consta in insasi echipa si in devotamentul ei pentru a oferi de fiecare data cele mai bune performante. Domeniile noastre de specialitate se incadreaza in servicii profesionale de resurse umane, incluzand recrutare & selectie de personal si consiliere in cariera.
