Senior IT Solutions Coordinator
2 weeks ago
Job Summary
At Zones, we are seeking an experienced APAC Co-ordination professional to join our team. As a key member of our operations team, you will be responsible for coordinating and managing expectations with Zones Offices and APAC's Strategic partners.
Key Responsibilities
- Coordinate and manage expectations with Zones Offices and APAC's Strategic partners
- Provide business intelligence through reporting and analysis of key metrics
- Drive issue resolution and focus on operational excellence
- Facilitate new customer onboarding, large customer engagements, and new program onboarding
- Liaison with personnel both within and outside the organization
- Primary point of contact for Account's APAC activity
Requirements
- Good understanding of customer's expectations and translating it to Zones Office and Strategic Partner's POC in APAC region during onboarding
- Be a watchdog and ensure that service is being delivered within agreed SLAs as prescribed in Master Service Agreement across all geographies
- Work with Global OEM team wherever required to provide traction
- Add/Remove products and update prices as part of Catalog Maintenance
- Create, maintain, and update Account Mapping for each country
- Highlight to Global KAM team the count and exceptions encountered while processing orders such as negative margins, bill and hold maintenance, and stock concerns on a daily basis
- Act as a liaison to remove obstacles, manage escalations, facilitate delivery of service to customers, and address issues impacting sales teams
- Manage account-specific mailbox and take appropriate actions
- Participate in weekly sync calls with Global Engagement team to facilitate communications, continuous improvement, and/or alignment of support
- Review processes to streamline efficiencies and impact on cost, delivery, service, and other metrics
- Design reports which can be sliced and diced to provide updates related to Sales, Purchase, Inventory, and ETAs
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