Service Sales Operations Specialist

Essential Responsibilities

• Liaise with customers where necessary to support all sales activity including direct customer interaction to resolve issues.
• Liaise with Service Sales team to offer sales support activities based on current set of requirements.
• Proactively resolve and escalate issues across functions regarding contract requirements.
• Act as key contact and liaison for internal teams (Service Sales, Marketing, Finance, etc….) to ensure on time, high quality quote/contract processing to deliver customer satisfaction.
• Create contract packages as necessary including addendums and revisions.
• Partner with service teams on proactive resolution of PO expirations.
• Submit risk and Emptoris cases and own escalation resolution.
• Support updates to SFDC and provide reporting as needed for variable compensation (VC) and collections issues.
• Customer contact for billing questions/escalations.
• Resolve ongoing customer account maintenance issues.
• Track field submissions and meet targeted SLA's for resolution by activity type.
• Take inbound calls and email requests regarding customer service agreements/invoicing resolutions conducting research and resolving those that be corrected quickly and partnering with the SAS team to resolve items that require deeper contract changes.

Qualifications/Requirements

• BA or BS degree or equivalent work experience.
• Proficiency in computer skills in Microsoft Office Suite products.
• Excellent interpersonal skills - strong verbal and written communication skills.
• Strong focus on customer care and satisfaction.
• Demonstrated ability to work under pressure and to meet deadlines and commitments.
• Excellent organizational, project management and time management skills, including multitasking and ability to prioritize and meet deadlines, follow up and attention to detail.
• Adaptable to multiple requests and daily changes.
• Dependable: Being reliable, responsible, dedicated, committed, and fulfilling obligations.
• Adaptable/Flexible: Being open to change (positive or negative) in response to new information, different or unexpected circumstances, and/or to work in ambiguous situations in a high paced environment with changing needs.
• Simplification: Look for opportunities to drive improvements in processes; service delivery.
• High Integrity: Accepting and adhering to high ethical, moral, and personal values in decisions, communications, actions, and when dealing with others.
• Highly motivated goal-oriented self-starter with ability to work autonomously and as part of a team takes initiative to make things happen, identifies what needs to be done and does it.
• Able to work additional hours during peak business times to meet business and customer commitments.

Desired Characteristics

• Knowledge and experience working with DI products, services and teams.
• GE systems knowledge.
• Experience working as a support person for the field.
• Experience with the with various quotation, contracts workflow systems and Siebel systems (Siebel1 preferred).
• Prior experience supporting a Sales team.
• Experience with quotation and/or order entry processes and tools.
• Basic understanding of Inquiry To Order (ITO) & Order to Remittance (OTR) processes.
• Basic understanding of technical/medical equipment and services, preferred knowledge.