Job Description
About Us:Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals
Tasks and Responsibilities Summary The Microsoft Operations Specialist position is located in the Microsoft Business Unit, reporting to the Operations Manager. The role is responsible for the administration of Quotes, Orders and Requests, including problem order management, and liaising between Sales, Distribution, Operations, and BDM’s.
Training and Quality - Undertake training with relevant vendor subject matter experts to build and maintain individual vendor knowledge. It is a requirement of this role that you achieve a comprehensive understanding of vendor ordering tools and end to end business process requirements
- Provide suggestions to improve existing business procedures and processes and maintain accurate work instructions to ensure any process changes are published through the quality system
Order Management - Issue return authorisations in accordance with company guidelines
- Ensure order issues are resolved in a timely manner
- Ensure the notes section of problem orders always contain detailed information as to the nature of the issue and the investigation conducted
- Liaise with relevant departments to ensure customer orders, amendments and enquiries are resolved accurately and in a timely manner
- Email inbox to be checked on a regular basis to ensure requests are attended to in a timely manner
- Answer all telephone calls presented in a professional and timely manner
- Utilise vendor websites to obtain relevant authorisation numbers, certification levels and product qualification
- Provide assistance to Resellers on licensing programs, and recommend complimentary licensing programs/products relevant to query from Reseller, with efficient, prompt, clear and concise answers to telephone queries and email enquiries
- Maintain a high level of initiative and enthusiasm and ensure a professional and helpful manner at all times
- Act as a point of contact for customer licensing and annuity enquiries and provide quotations as required. Provide "standard" product pricing and availability to Resellers upon request. Provide quotations upon request after consultation with Account Manager/s and ensure customer requests for negotiated pricing are forwarded to Account Managers
- Effectively assist in the Annuity opportunities on a monthly basis to ensure that the team budget is achieved
- Work closely with the Vendors to ensure up to date information is supplied to customers and internal staff on changes and updates to the licensing programs. Provide feedback and ideas to relevant management on Licensing and Annuity initiatives
- Have an understanding of the impact of the customer's financial conditions in relation with their business needs
- Check customer annuity orders for correct pricing and product codes when experiencing problems with order entry
- Maintain an up-to-date knowledge and understanding of the features and benefits of the company's licensing and annuity programs and products
- Maintain an understanding of the role of the company's pre-sales/post-sales technical personnel and ensure these personnel are involved in and effectively advised of customer requirements where required. Develop and maintain positive working relationships with internal sales staff and product management
Other - Attend relevant vendor training when required
- Monitor all Operations databases to ensure orders, requests and tickets are completed in accordance with team Service Level Targets (SLT’s)
- Foster close working relationships with all departments that interact with the Microsoft Business Unit
- Ensure all telephone calls presented to the team are answered in a professional and timely manner
- Take ownership of escalations and work with relevant personnel to ensure the necessary corrective action
- During periods of high volume and/ or staff shortages, process orders and requests to ensure Service Level Targets are achieved
- Ensure that workbenches, reseller back order reports, Estimated Time of Arrival (ETA’s), order placement, rotations and all daily tasks are completed in line with published Service Level Targets
- Take all reasonably practicable steps to maintain the health and safety of yourself and others, and to minimise risks
- Follow the company’s policies, procedures and reasonable instructions at all times
Skills, Knowledge and Experience - Excellent time management and organisational skills
- Strong level of written and verbal communication
- Pro-active and the ability to work with little supervision
- High degree of enthusiasm, flexibility and initiative
- High degree of computer literacy
- Excellent attention to detail
- Intermediate to expert knowledge of Pronto
- Understanding of the company’s operational systems and processes
- Intermediate knowledge of MS Outlook and MS Excel
- Strong understanding of vendor processing requirements
Additional Notes:- Mon- Fri 7AM to 4PM PH
- Onsite - Bridgetowne, QC
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