Back Office Sales Support Agent: eCommerce, technical configurations

Essential
• University degree in Business Administration or IT, or an equivalent combination of education and experience
• Previous business experience (1-3 years )
• Excellent English spoken/written (essential for the daily contacts with all European countries and the publishing of catalog)
• Business understanding and sense of Customer satisfaction, strong communication and interpersonal skills
• IT background (with interest in Computer tools)
• Rigor in execution.
• Good ability to interact with multi-organization team.
• Strong autonomy and pro-activeness
• Excellent Team player (willingness to work in a team & ability to involve organization counterparts)

Necessary

• Previous experience includes different business administrative functions with direct customer impact, ideally include Sales and/or IT
• Generic understanding of IT business, Servers architecture and PCs technical structure.
• Experience of web tools, e-publishing, several IT applications as well as Microsoft Office suite
• Knowledge in one other European language would be considered as a plus (German, Italian, Spanish…)

The primary objective of the Bucharest Services team is primarily to ensure the customer eCommerce catalog accuracy and validity to prevent any order taking issue.
This activity is mainly triggered by internal reports and is a service delivered to the CSSM and Sales.
The Bucharest Services team would also answer 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 Bucharest Services Agent is:
• Analyzing internal reports and taking pro-active actions following defined processes and guidelines;
• Maintaining customer technical configurations according to the provided requirements;
• Maintaining the product pricing for Sales, following guidelines and internal processes;
This list is not exhaustive and must be taken as example. It could be adapted to the organization priorities, meaning the Bucharest Services Agent need to be adaptive. He/She is also 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
As such, each Bucharest Services Agent individually, is responsible to achieve these objectives.

The key contacts to carry out your daily activity are the Internal customers (Sales and CSSM) and other internal stakeholders (Pricing team, Demo service center,…)

The key contacts for processes & tool questions, evolution & continuous improvement are identified experts in your team or in our DCS organization, and your Supervisor supported by the Process Team.

Please send your CV at florentina.lascut@apt.ro, mentioning the name of the job you would like to apply to.