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