SME For order managemet(Contract management, contract specialist )
VMware
01 January 2016 —
15 May 2019
Operations Management (Order Management, Contract management):
SR order analyst: Order Management
• Worked in Post Booking vertical (Order Management Team)
• Knowledge of all the skills in Order Management (Expedite, Order Status, Conversion (Item/Warehouse), Change & Cancellation, Configuration, Holds management)
• Logistic tracing and warehouse updated to customer
• Having Sound Knowledge of Cisco’s Quote to Cash Module (includes Quote to Order, Order to Manufacturing, Manufacturing to Logistics, Logistics to Invoice)
• Product upgrade support to customer through booking of upgrade orders
• Product configuration and Service alignment to Hardware Part
• Addressing customers request from the booking of the order till the shipment
• Handling Critical customer’s requests, priority requests and escalations
• Resolving queries through Sales Force/CRM Tool via addressing Tickets/Service Request number
• Resolving Product Export related issues through working with Global Export Team
Service Contract Management:
• We look after the services department
• Services stage will appear after the order book
• Deal with the contract management
• Quoting team would quote the products we shall proceed with the conversion
process, if the customer provides us the required documents
• We use the service order to provide the service to customer and hardware order to update them to contract.
Operations Management (RCS): Regional Customer Service or CPS (Customer Partner Support) :
• Single point of contact for resolving escalations & priorities from the client and effective in understanding the client’s requirements
• ¬Involved heavily in the preparation of standard operating procedures (SOP) for effective execution of the process
• Weekly & Monthly Capacity Planning and working on the commit for the week or monthly
Team Management:
• Mentoring the team by giving various tips to improve process knowledge and overall Process as a whole
• Experience in coordinating with the extended teams in EMEA and APAC
• Discussing the appreciations of team members on the floor to boost their morale
• Grooming new hires and giving floor support