Customer Contract Associate @ Orange Business

about the role

key accountabilities

key result / decision areas (outcomes)

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 customer s 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 (CSO, 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 company s 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 company s cash flow

education, qualifications, and certifications

Academic business degree or equivalent

Languages: English fluently mandatory

supported country language is welcomed

experience

2 to 4 years experience as Sales or Account Associate, Sales operation or in Sales support

job skills and certifications

• Clear proactive internal and external customer communication
• Able to deal with dual reporting lines and virtual teams
• Fast learning and self-motivated
• Negotiations / Delegation skills
• Demonstrate responsibility/taking ownership
• Ability to manage many tasks at the same time
• Proactive behavior

behavioral skills

skill target proficiency level expected

1

Adaptability

Advanced

2

Planning Organising

Advanced

3

Results driven

Advanced

4

Communication

Expert

5

Influence Persuasion

Advanced

6

Initiative Proactivity

Proficient

7

Customer Focus

Advanced

8

Teamwork

Advanced

9

Relationship Building

Advanced

10

Analyical Thinking

Advanced

professional skills

skill target proficiency level expected

1

Value Selling

Proficient

2

Negotiation Technques

Advanced

3

Customer Intimacy

Expert

4

Conflict Management

Proficient

5

Sales Processes and Tools Knowledge

Advanced

6

Products Services

Advanced

7

Decision Making

Proficient

Orange Business International

Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.