Vaga de Managed Services Fulfillment Manager
1 vaga: | Publicada em 08/03
- A Combinar
Sobre a vaga
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Description and Requirements
The Managed Services Fulfillment Manager (MSFM) has an important and embedded role
within the Services Management Office. This role is responsible for overseeing and
optimizing our delivery and process operations, by ensuring efficient customer
support, effective order management, and seamless interactions with our valued
customers. The MSFM understands the needs and preferences of our key customers,
ensuring that their interactions with Lenovo are positive and seamless. This
position requires exceptional communication and problem-solving skills to drive
operational excellence and customer satisfaction. This role requires an individual
who can effectively handle onboarding customers into our tools, supply planning,
order management, non-standard SLAs, and support sales by offering technology
solutions tailored to optimize logistics processes.
Role Responsibilities
Develop a professional relationship with key customer stake holders.
Manage the onboarding process for customers into our tools, manage creation of
part numbers, manage the building out the correct configurations, providing
guidance, training, and support to ensure a smooth transition and utilization of
our technology solutions.
Utilize CRM software to manage key stakeholder interactions, onboarding and order
management activities, and monitor the progress of logistics-related opportunities
Oversee the end-to-end order management process, including order entry, tracking,
fulfillment, and returns. Collaborate with cross-functional teams, such as sales,
supply chain, and logistics, to optimize order processing efficiency and accuracy.
Find areas for improvement and implement solutions to enhance order management
effectiveness.
Ensure global lifecycle management catalogue creation/management, product
availability and/or constraint alerts.
Handle non-standard service level agreements (SLAs) by understanding unique
customer requirements and coordinating internally to meet or exceed these
agreements.
Engage proactively with potential and existing clients to understand their
logistics challenges and offer tailored solutions using our technology products.
Collaborate closely with the logistics and supply chain teams to facilitate supply
planning and ensure adequate inventory levels to meet customer demand.
Develop and maintain strong relationships with key decision-makers in logistics
and supply chain departments to drive sales and promote long-term partnerships.
Closely understand the customer business, future plans and strategy to be able to
provide additional services and value, thereby expanding the services footprint.
They may also work with and / or coordinate multiple Service Delivery Managers
dedicated to a common engagement or a small number of large/highly complex
customer projects/deliverables.
Work closely with sales teams to ensure customer requirements are met and that
sales commitments are fulfilled
Stock Management:
Work closely with the Service Delivery Managers to manage Device
Forecast/Replenishment/Stock on Hand (ongoing)
Process Improvement:
Find opportunities to enhance customer operations workflows and implement process
improvements. Work closely with relevant stakeholders to streamline procedures,
reduce response times, and drive operational excellence. Leverage technology and
automation to optimize efficiency and customer experience.
Team Collaboration:
Foster a collaborative and positive work environment within the Managed Services
Fulfillment department and across other departments. Build strong relationships
with stakeholders to ensure effective communication, alignment of goals, and
smooth cross-functional cooperation.
Required Knowledge
Bachelor's degree in business administration, operations management, or a related
field. Relevant certifications or additional training are a plus.
Proven experience in a customer operations or customer service management role,
preferably in a demanding environment.
Excellent communication in English, and interpersonal skills to effectively
interact with customers, team members, and stakeholders at all levels.
Analytical mindset with the ability to utilize data to drive decision-making and
process improvements.
Demonstrated critical thinking skills and the ability to resolve complex customer
issues.
Proficiency in customer relationship management (CRM) software, order management
systems, and other relevant tools.
Knowledge of e-commerce and supply chain processes is desirable.
Purposeful mindset with a focus on delivering exceptional customer experiences.
Flexibility to adapt to changing priorities and business needs.
Experience in Reporting at Daily/Weekly/Fortnightly to various stake holders (Team
and Senior Management).
Strong delivery track record with experience collaborating in a globally
distributed team.
3 to 5+ years of professional inside or outside sales experience in a technology
field or IT related field is required.