Dell Lead Specialist, Sales Hold Resolutions in George Town, Malaysia

Responsibilities:

  • Responsible for the end-to-end order management and processing of products, services and solutions received via sales staff and direct customers.

  • Interfaces with and supports both internal and/or external customers.

  • Researches customer problems and delivers solutions.

  • Completes order requirements, and checks the price and quantity of each item listed.

  • May facilitate an order audit and quality control process. Liaises with cross-functional teams to drive velocity, backlog management and frictionless rate.

  • May drive order processing efficiencies or sales operations process improvements through various projects.

  • Completes and maintains customer records per business controls.

  • May maintain account online product and service offerings.

  • Responsible for coordinating, conducting and documenting the larger, more strategic order management projects and communicating results

  • Develops models, designs reports, and gathers information from individuals and systems

  • Develops cost business analysis Recommends and implements process improvements

  • May ensure process gaps are addressed to improve revenue for the business and take CLCA (close looping and corrective action) to drive or implement projects or changes

  • May work with IT and programs teams to introduce payment gateway for lease and credit card order processing

  • May support new payment launches, sign off and BRDs or setup of global order broker audit process to ensure compliance

  • Centralized point of contact for application access management Develops policies and procedures for the department

  • Financial and analytical experience.

  • Advanced knowledge of reporting tools

  • Knowledge of Six Sigma tools.

  • Knowledge of appropriate networks, products and protocols.

  • Communication skills.

  • Process improvement programs cross- functionally assignments where considerable judgment and initiative are required in resolving problems and making choices, recommendations, or decisions exercises discretion and independent judgment on business matters

  • Liaises between the customer/partner and sales organization

  • Facilitates product and sales information flow.

  • Drives sales operations process improvements.

  • Serves as interface for order status and handles order escalation and SKU management.

Certifications/Qualifications/Experience

  • Typically requires a minimum 5+ years of related experience; experienced Undergraduate degree and 6-7 years relevant experience or Graduate degree and 5 years relevant experience.

  • Mastery in English/Chinese language and moderate to high proficiency in English/Mandarin.