Customer Contract Associate

Role & responsibilities:

Customer engagement and support:

• Responsible for customer requests execution and day-to-day account activities in order to maintain and enhance customer relationships, provides input and manages action plans for department responsibilities
• Engages with customer to support QTO process related requests
• Works with billing and accounts receivable teams to resolve invoice quires, credit notes and customer non-payment issues.  Responsible for resolving and responding to customers billing/invoice inquires
• Responsible for commercial inventory management
• Responsible for preparing and supporting customer for Service Delivery and Traking Tool (SRT) usage
• Owns customer specific instructions and guidelines (price book, process, customer labelling, BAN-usage etc.)

Bid support and non-organic growth activities:

• Supports contract renewal, repricing and project preparation activities to ensure standard QTB-model is executed.
• Aligns with account manager, engagement manager and/or bid manager(s) to decide Go/no-go with Bid proposal in these parts that related to Sales Ops

Quote to Order:

•  Act as owner of the quote to order cycle, ensuring QTO-performance is in line with customer expectations. Owns customer agreements and acts on them where needed for sales operations matters.
• Is responsible for maximising profitability of the organic growth.
• proactively Escalate pending actions (quotes, orders, billing issues etc.) including KPI-management
• Participate on initiatives and projects to improve the QTO-process, aim for Operational Excellence
• Proactive document and continuously develop customer specific processes, templates and requirements

Other

• Drive Sales Operation processes / requests with various sales and non-sales departments within Orange Business Services (CS&O, Billing, Finance, etc.)

Knowledge and Abilities

• Team player that is communicative, organized, flexible and used to work in a stressful environment
• Sales driven, commercial behavior with respect for company compliancy rules
• Ability to identify problems and work to resolution as required
• Experienced working towards targets and deadlines
• Is able to build a network of people, getting things done
• Having a good understanding what influence invoice or payment issues can have on a companys cash flow
• Have a good understanding for what influence customer experience and company objectives
• Understand customer (internal and external) challenges and needs, listening skills
• Having a good understanding what influence invoice or payment issues can have on a companys cash flow
• 2 to 4 years experience as Sales or Account Associate, Sales operation or in Sales support