Customer Experience Lead

Responsibilities:

• →Provides overall support for sales processing activities for an assigned or multiple business areas or groups in Networking Services.
• →Develop strong functional expertise across order booking, order execution, billing and invoicing, credit memo/rebill, invoice disputes, service renewals, and contract management, including moderately to highly complex transactions.
• →Ensure accurate and timely system updates, data entry, documentation, and order-system configuration in line with defined process standards and business requirements.
• →Review sales-processing documentation and system transactions to ensure accuracy, completeness, compliance, and quality.
• →Collect, consolidate, analyze, and report operational data to identify volume trends, performance gaps, risks, and improvement opportunities.
• →Develop fit-for-purpose data collection methods, reports, and reporting formats in response to business requirements and established standards.
• →Partner with internal and external stakeholders to understand expectations, resolve operational issues, and support effective service delivery.
• →Identify and implement process and tool improvements that enhance efficiency, quality, customer experience, and operational performance.
• →Promote a culture of continuous improvement and quality, recommending changes based on operational insights and stakeholder feedback.
• →Provide guidance and knowledge support to less-experienced team members, helping strengthen overall team capability.

Education and Experience Required:

• Bachelor's degree in Business Management or equivalent
• Typically 5+ years’ experience

Knowledge and Skills:

• Advanced knowledge of sales processing operations, business processes, systems, and tools.
• Strong analytical, statistical, and problem-solving skills, with the ability to interpret operational data and identify trends and issues.
• Advanced proficiency in Microsoft Excel, PowerPoint, Word, and other productivity tools for analysis, reporting, and business communication.
• Expertise in electronic sales documentation, order management, bidding and quoting systems, including report design, recurring and ad hoc reporting, and data analysis.
• Comprehensive understanding of end-to-end order management processes, system configurations, controls, and documentation requirements.
• Ability to identify process gaps, improvement opportunities, and efficiency enhancements and recommend practical solutions.
• Strong stakeholder management skills, with the ability to communicate operational issues, influence stakeholders, and negotiate effective resolutions with local and global management.
• Excellent written and verbal communication skills, with the ability to communicate clearly across teams and management levels.
• Strong proficiency in English and the applicable local language.

EMEA/ AMS

Sales Operations

Intermediate

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