Order Management Analyst, Sales Operations

Role : Analyst, Sales Operations

only F2F interview

Ready to work for Rotational shifts

Looking for Immediate joiners

Job Description Summary.
At SALES TOOL SUPPORT, this role is the escalation point for any service disruption that happensin the Sales, Customer care or OMS business. The team member would be responsible for Incidentmanagement and would be troubleshooting and resolving issues or refer to the right place tocontact. These activities enable the business to work without any or minimal interruption of theservices, which in turn helps them improve key performance indicators impacting their efficienciesand improving overall customer experience.

Key Responsibilities
• Coordinate with Dell Badged sites and Outsourced partners during and downtime, IT issuesor disruption, which prevents the frontline and non-frontline team to do their jobs in africtionless manner.• Provide a 1st level of Technical Troubleshooting to for all the issues that get reported to theteam by taking the Incident management approach• Involve the IT, Operations and other support Teams for further trouble shooting if the 1stlevel of support doesnt resolve the issue, to ensure the execution to the plan is with minimalor no disruptions.• Coordinate with all the relevant departments to achieve common objectives, like - Servicelevel, Tool Uptime, Minimal downtime and by troubleshooting• This team currently operates in US Hours and hence the candidate is required to be flexiblewith respect to work hours and open evening and night shifts• Strong analytical and problem solving skills to identify and present problem analysis andrecommend solutions in a creative and logical manner.• Drives strategies for the team and the organization and is able to work towards innovationand process improvement ideas to bring about a positive change.

Essential Requirements
• High school diploma or equivalent required. Associates degree, technical college or somecollege course work preferred.

• 1-2 years of relevant experience or equivalent combination of education and work
experience.• Strong Technical trouble shooting skills and Knowledge on Dell Tools Customer Care,Order processing and Sales. Understanding of the Outsourced Partner relationship with Delland being able to provide a strong handshake between the 2 organizations to ensure weachieve our common goals.• Good knowledge of Reporting, Metrics & Analytical skills• Advanced Quantitative analysis skills, Incident management skills and ITIL certificationpreferred• Competencies in accordance to our culture code.

Desirable Requirements
• Good sales process knowledge• Good OTC Knowledge

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