Customer Order Manager

We are looking for suitable candidate who will become a part of our Client Team.

Customer Order Manager is responsible for the whole activities related to this customer contract in terms of:

Service Delivery
End-to-end management of any incoming service request form order to delivery
Acknowledge, qualify and dispatch of all customer orders
Contribute to create/update catalog
Ensure processes exists, are in place, applied, and improved according to best practices
2nd level of escalation for delivery issues
Interlock with customer and internal/external delivery teams

Resource Management
Contribute to overall resource plan, appropriate resourcing allocated to a program
Define development requirements as applicable

Inventory Management
Quality of the information contained in the inventories for delivered services handled through the customer order management process
Maintain accuracy of all inventories (including technical) and information vs. delivered services
Ensure billing capability by capturing all delivered services
Contribute to revenue and cost assurance actions

Customer order management processes/procedures
Definition, implementation, execution and maintenance of customer order management related processes/procedures
Interlocks with corporate core processes including but not limited to: margin improvement, proposal delivery, project management, etc.
Contribute to the definition of the Intermediate Mode of Operation (IMO) and the Final Mode of Operation in the respect of the contract terms, the customer specificities and the strategy given by the ABU (model, organization, processes)
Contribute to continuous improvement of the customer order management activities defined within OTC chain

Reporting
Report on operations, performance, and volumes
Monitor performance against KIPs/SLA
Produce and publish reports in line with business requirements

Knowledge Management
Ensuring the customer order management team contributes to knowledge management repository and improvements to Best Practices related to complex projects
Promote best practice usage and existing procedures
Ensure procedure documentation is available and updated on regular basis
Contribute to the growth of Intellectual Capital Process by ensuring quality documentation (accurate) is published and maintained in the relevant repositories

Requirements:

· German and French language required

· Minimum of 3 years relevant university degree, or equivalent relevant experience

· Good knowledge of telecom/IT/Outsourcing services is a plus but not necessary