Job description
As an OMNI agent, you will be responsible for processing simple to complex deals and handling inquiries from the client with high accuracy and efficiency.
● You will use deductive reasoning to make sound business decisions.
● You will follow best practices and work cross-functionally with multiple teams to complete the above tasks and other daily job functions.
● You will be required to multitask between tools in maintaining client databases, validating order information and verifying payment terms with high attention to detail and sense of urgency
● You will ensure compliance to all company and business policies, administer all open sales orders, and ensure appropriate order flow.
● You will provide optimum assistance to Sales
● You should have working knowledge on contract structures, contract fallback, redlining and extensive deal desk experience.
● You should ensure seamless and friction-less deals with focus on deal velocity
● You will learn and process all products offered in the logo.
● Review and validate contract request intake form from Sales including validating customer information and existing contract information in CRM system
● Identify the need for, seek, and record cross-functional or business stakeholder approvals for various components of the commercial or contractual package
● Validate customer-signed documents and submit for booking
● Escalate in a timely and professional manner any issues that prevent the completion of tasks and achievement of SLA and targets
● Respond and action in a timely professional manner any escalations received
● Graduate of a 4 year course or equivalent experience.
● Proficiency in financial systems such as SAP, Oracle or other enterprise ERP and quote to cash systems. Strong familiarity with Salesforce CRM and CPQ and Oracle is a big advantage
● Experience handling complaints; driven to deliver an excellent customer experience through resolutions and adherence to response times
● 3 years experience in Deal desk or Contract Management or Sales support
● Experience working and managing communications, with multiple cross-functional teams/stakeholders.
● Has experience in participating with process improvement projects (contributor/participant)
● Team oriented/team player
● Situational/contextual awareness with the ability to assess the impacts of one’s work.
● Excellent critical and analytical thinking
● High attention to detail, and high level of professionalism
● Proactive, self motivated, self starter, minimal supervision
● Excellent analytical skills and strong decision-making skills committed to resolution and compliance
● Strong organizational, time and workflow management skills