Apple posted a job you might be interested in August 19, 2014 at 11:25AM

Apple



Reseller Operations Specialist, Contract

Sydney, Australia, AU - Consumer Electronics

This fixed term contract position is responsible for the day-to-day support of post sales execution to Apple customers. You will be working with both internal and external customers as well as our partners in order to successfully execute the companies sales transactions. The Specialist coordinates a variety of execution supporting requirements to ensure all aspects of the post sales customer engagement are executed flawlessly. Obsessing over the customer experience, the Specialist is a key contact and advocate for the customer within Apple.



The Specialist plays a key role in co-ordinating resources across Apple to ensure the customer’s engagement with us is smooth, simple and of the highest quality. Working with the SDM Team, Sales teams, Contracts, Credit, Finance, AppleCare and others, the Senior Specialist provides the customer with everything they need to engage seamlessly with the business.



Key Qualifications

• Essential


• Ability to thrive in a teamwork environment


• Demonstrated ability to build and strengthen relationships


• Prior experience working with key and/or senior contacts within large organisations


• Exceptional communication skills


• Experience managing a variety of tasks to tight deadlines and with exceptional accuracy


• Ability to handle multiple concurrent responsibilities with many different stake-holders


• Ability to manage expectations


• Demonstrated ability to build and manage senior relationships both internally and externally


• Ability to work in a fast-paced environment


• Strong background in order administration (SAP / FMP) and data entry / order management


• Process improvement exposure / experience


• Desirable


• Experience working in a similar role


• Project management experience


• Degree qualified

Description



■Teamwork

-Work with other departments to ensure the customer receives the highest level of engagement and responsiveness

-Act as first point of contact for all customer escalations

-Daily activities

•Answering inbound customer queries and or responding to customer requests using documented procedures and available tools

•Log all customer calls / emails appropriately

•Entering and processing orders through SAP tool

•Managing orders (incl. backlog) in SAP & relevant databases

•Proactively communicate to internal & external customers, partners on all requests

•Manage reporting requirements for your Team, Sales and Reseller Operations as required

•Participate in project work as required in order to support the businesses sales direction and WW Operations direction

•Remain knowledgeable across the companies product range



■Innovation

-Approach all challenges with ideas and possible solutions

-Keep process improvement front of mind and demonstrate this in your work

-Ensure all current processes are maintained on the Team’s wiki

-As SME, come up with new ideas on how to do things better in maximising our value add

-Innovate, automate and drive what matters in everything you do

-Demonstrate smart decision making as representative of your Team

-Work closely with the WW Operations BPR Team to improve processes and efficiencies which would improve the customer experience, implementing changes as required

-Project Management

•Work on a variety of business specific projects which may be of short duration or over an extended period of time

•Ensure appropriate Apple resources are committed to customer projects

•Ensure business projects are delivered effectively and in a timely manner

•Ensure key project deliverables are executed upon e.g. reporting

•Escalate issues relating to business projects where required



■Results

-Demonstrate exceptional accuracy in all of your work

-Be professional in accordance with the companies’ policies & procedures

-Ensure your KPI’s and SLA’s are achieved

-Call out for help, feedback clear information at all times

-Cut through ambiguity and demonstrate SME capabilities in your decisions

-Own, update and deliver escalations from start to finish

-Be the ‘Apple experience’ philosophy by providing and demonstrating the highest levels of customer service



Education



Formal training in aspects of execution management would be beneficia



No salary provided



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