Vendor Manager

3 weeks ago

bangalore, India Cisco Full time

Why You'll Love Cisco

Everything is converging on the Internet, making networked connections more relevant than ever before in our lives. Our employees' progressive ideas impact everything imaginable - from entertainment, retail, healthcare, and education, to public and private sectors, thoughtful cities, sensible cars, and everyday devices in our homes. Here, that means you'll take creative ideas from the drawing board to powerful solutions that have real world impact. You'll work with Cisco leaders, partner with experienced mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Cisco tops the 26th annual Fortune 100 Best Companies to Work For list in 2023 for the third consecutive year. Come prepared to be inspire

Who we are :

The Service and Logistics organization is a team of world-class technical experts whose main focus is to help customers deploy and operate their networks effectively while delivering the best possible customer experience. Our success is validated through outstanding financial results, increasing customer satisfaction metrics, industry recognition and employee satisfaction scores.

Service and Logistics is part of Supply Chain Operations and is tasked with delivering hardware replacement support to Cisco’s Customers and Partners and recover the faulty parts in the contracted timelines. Once determined by the TAC (Technical Assistance Center) that a hardware replacement is required to address a network issue experienced by the customer, it is Service & Logistics responsibility to ship the replacement part (Cisco equipment) to the Customer on time, and ensure the faulty equipment is recovered

Services and Logistics spans the globe, operating 24x7; 365 days a year, and is dedicated to the successful fulfilment of spare part (RMA) order requests. Europe, Middle East, Africa & Russia (EMEAR) operate in partnership with Third Party providers on our Warehousing (WHS), Transportation and Field Engineering (FE) support.

Roles and Responsibilities

Job activities and responsibilities will include the following tasks (this is not an exhaustive list):

Asset Recovery team management : leadership in the planning, designing, due diligence and implementing of strategic business objectives. Escalation Management . Demonstrates leadership in monitoring & resolving customer issues Business Performance Management . Manage improvement plans to optimize business. processes. Consult all levels of management to influence and assist in driving improvements that increase customer satisfaction with service logistics, while maintaining profitability for Cisco. Quality Ownership . Managing quality assurance programs, monitor, report on and improve the operational/quality performance of vendors. Process Ownership:  Ensuring all required documentation are maintained and aligned to the latest business directives. Business development:  Evaluate, manage and drive new strategic business opportunities, initiatives, partnerships & alliances. Global project support:  SME for Asset Recovery flow and regional ops knowledge. Regional Project Management Vendor Management:  Establish goals and methods to meet objectives with strict timelines and tangible results-oriented action. Customer Experience:  Review customer needs/experience, perform opportunity assessments and mappings. Represent Asset Recovery in EMEAR and Globally on Strategic and Tactical meetings. Driving and/or participating in strategic ESLO/Global development projects. Ensures clear communication internally and with vendors and internal stakeholders. Solves problems of diverse scope & complexity. Exercises judgment in imaginative and practical ways.

Qualifications

3+ years of related experience. BA/BS degree or equivalent. Logistics or Project Management Certifications preferred. Languages: Fluent in English – additional regional languages are a plus.

Desired Skills

Ability to work under minimal supervision, in a team lead capacity. Experience in management / leadership of a small team. Willingness to accept measurable goals which will gauge job performance. Ability to work productively in high pressure customer escalation environments. Work effectively cross-functionally across multiple cultures (WHS; Sales, Management and Executive Level); build rapport and influence over multiple tasks to provide best possible solution(s). Strong written and verbal communication skills Knowledge of logistics processes. Experience working with teams and customers outside Europe is a strong asset. Comfortable working with Sales teams, direct customers, channel partners and third-party vendors. Demonstrate a take-charge attitude, strong decision-making skills.

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