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      • navi mumbai
      • permanent
      Job Description - The Customer Service Manager is responsible for leading a team of Customer Care Specialists and works to ensure timely and effective completion of work. This role involves leading others, prioritizing, scheduling, and delegating work, and improving performance to ensure timely and cost-effective completion of sales and services support.Description: Monitor the team's workload for timely and accurate processing; ensuring effective best practices are applied within the business environment.Collaboration with other departments to resolve complicated issues & issues which require special attention.Provide recommendations to the Customer Fulfillment & Process Leader relevant to the improvement of policies and procedures.Handles escalated customer issues and ensure timely resolution to these issues.Prepare and maintain customer data in all relevant systems to enable an efficient execution of the order to cash process. This includes customer master data, outline agreements, prices, terms, commissions, rebates.Payment procedures  & Coordination with Finance and Bank for timely documents submission to ensure Zero discrepancies.Assist Department Head - Customer Fulfillment Manager, India in the analysis and management of all activities related to Customer Service.To monitor & resolve escalations and complaint cases timely keeping Customer Satisfaction in mind.To Check & monitor the Order Creation Process &, Service Levels and ensure Accuracy & efficiency in the Process.Involvement in Key Account Management and overseeing operations for such key accountsCoordinating with different stake holders across the business team .Providing timely feedback to the Team & taking full responsibility including assessment, management and performance appraisals (Connect) of the team reporting to this position.Provide input and recommendations to the Department Head on performance management, training, development, and planning.Generate and implement innovative ideas and recommendations that support the Customer Service vision of synergy and integration of job roles and/or responsibilities.Understand broad customer base and support business growth by recognizing and identifying customers' and distributors' needs and differences.Ensure thorough familiarity with company policies and procedures.Required Skills Excellent Communication skillsTeam player. Self-motivated. Flexible.Experience with local Import/Export processes and regulationsDetail orientedKnowledge of SAP Required Experience Customer service experience, preferably in Specialty Chemicals/Chemical industry 
      Job Description - The Customer Service Manager is responsible for leading a team of Customer Care Specialists and works to ensure timely and effective completion of work. This role involves leading others, prioritizing, scheduling, and delegating work, and improving performance to ensure timely and cost-effective completion of sales and services support.Description: Monitor the team's workload for timely and accurate processing; ensuring effective best practices are applied within the business environment.Collaboration with other departments to resolve complicated issues & issues which require special attention.Provide recommendations to the Customer Fulfillment & Process Leader relevant to the improvement of policies and procedures.Handles escalated customer issues and ensure timely resolution to these issues.Prepare and maintain customer data in all relevant systems to enable an efficient execution of the order to cash process. This includes customer master data, outline agreements, prices, terms, commissions, rebates.Payment procedures  & Coordination with Finance and Bank for timely documents submission to ensure Zero discrepancies.Assist Department Head - Customer Fulfillment Manager, India in the analysis and management of all activities related to Customer Service.To monitor & resolve escalations and complaint cases timely keeping Customer Satisfaction in mind.To Check & monitor the Order Creation Process &, Service Levels and ensure Accuracy & efficiency in the Process.Involvement in Key Account Management and overseeing operations for such key accountsCoordinating with different stake holders across the business team .Providing timely feedback to the Team & taking full responsibility including assessment, management and performance appraisals (Connect) of the team reporting to this position.Provide input and recommendations to the Department Head on performance management, training, development, and planning.Generate and implement innovative ideas and recommendations that support the Customer Service vision of synergy and integration of job roles and/or responsibilities.Understand broad customer base and support business growth by recognizing and identifying customers' and distributors' needs and differences.Ensure thorough familiarity with company policies and procedures.Required Skills Excellent Communication skillsTeam player. Self-motivated. Flexible.Experience with local Import/Export processes and regulationsDetail orientedKnowledge of SAP Required Experience Customer service experience, preferably in Specialty Chemicals/Chemical industry 
      • hyderabad, telangana
      • permanent
      1st line senior support analyst for the business and supporting the day to day IT service delivery function. Supporting the team with coaching and mentoring. Assist with escalated support calls from within the Service Desk and from the business.priorities for the role include:Incident Management       Log accurate Incident information, ensuring all relevant information is gathered and noted on the call       Act as point of escalation within team for Incidents       Manage Incidents within the ticketing queue and attempt first line resolution.       Utilise team members and team leader’s assistance to achieve best result       Treat ticket escalations as a priority and report to relevant senior member of team Request Fulfilment       Manage requests within the ticketing queue and attempt first line resolution       Progress requests ensuring all relevant information is gathered and noted on the call       Proactively assist with request fulfillment to ensure timely call completion       Perform Non-Standard Software installs Senior Conduct       Ensure agreed Team behaviour and conduct is continued throughout desk and calls       Demonstrate excellent communication and ownership of Service Desk tasks       Call analysis - Analysis of both requests and incidents analysing trends and patterns reporting findings to Service Desk Lead Conduct Engage with all clients raising the profile of the IT service delivery function.Ensure procedures, processes and solutions are documented accordingly and oversee all documentation to ensure they enter the knowledge base correctly.Perform any other duties pertaining to the IT service delivery function as required by the IT Service Desk Team Leader.
      1st line senior support analyst for the business and supporting the day to day IT service delivery function. Supporting the team with coaching and mentoring. Assist with escalated support calls from within the Service Desk and from the business.priorities for the role include:Incident Management       Log accurate Incident information, ensuring all relevant information is gathered and noted on the call       Act as point of escalation within team for Incidents       Manage Incidents within the ticketing queue and attempt first line resolution.       Utilise team members and team leader’s assistance to achieve best result       Treat ticket escalations as a priority and report to relevant senior member of team Request Fulfilment       Manage requests within the ticketing queue and attempt first line resolution       Progress requests ensuring all relevant information is gathered and noted on the call       Proactively assist with request fulfillment to ensure timely call completion       Perform Non-Standard Software installs Senior Conduct       Ensure agreed Team behaviour and conduct is continued throughout desk and calls       Demonstrate excellent communication and ownership of Service Desk tasks       Call analysis - Analysis of both requests and incidents analysing trends and patterns reporting findings to Service Desk Lead Conduct Engage with all clients raising the profile of the IT service delivery function.Ensure procedures, processes and solutions are documented accordingly and oversee all documentation to ensure they enter the knowledge base correctly.Perform any other duties pertaining to the IT service delivery function as required by the IT Service Desk Team Leader.
      • hyderabad jubilee h.o
      • permanent
      • 12
      KEY RESPONSIBILITIES Facilitate the fulfillment of temporary requisitions through SAP Fieldglass and efficiently manage therelationship and Assist Hiring managers, Staffing Specialists, and suppliers during all stages of the contractlabor acquisition process including but not limited to interview scheduling, onboarding, worker assignmentmanagement, time and expense management and off boarding Serve as Single point of contact for Hiring managers, Contingent Workers, and the Suppliers. Proactively meet with hiring managers to qualify requisitions and convey relevant information to approvedsuppliers to empower them for success Ensure to be inline with agreed SLA’s in fulfilling contractor request and onboard contractor by coordinatingwith different stakeholder Partner closely with key stakeholders (HR OPS, IT OPS, RMG, TA and IT and Legal) to understand globaloperational needs, identify trends, and develop operational plans that will drive best-in-class evolution ofLegato’s contingent workforce program. Ensure suppliers have robust understanding of all job requirements Review, add & update new job posting templates and rate card categories when needed Ensure compliance with all contractual requirements as well as company mandated policies and procedures Escalate to the PM any serious issues that requires immediate attention. Document all client reported issues and track resolution through to completion ensuring a high level ofcustomer satisfaction Maintain and update worker assignments to reflect appropriate changes. Provide constant communication to clients, suppliers, contingent workers and other partners. Monitor performance against contract SLA’s (i.e. pending end of assignments, invoicing, time and expensemanagement and vendor compliance tracking) Constant interaction with vendors to ensure new hire paperwork is completed in a timely manner so thecontractor can start assignment on time.Additional Knowledge, Skills and Abilities:Job Posting Strong reporting, report building and analytical skills Solution finder Knowledgeable in foundational data as it relates to VMS software systems (SAP Fieldglass preferred but notrequired) Good with people and fast paced high volume programsExperience: 0-3 years of VMS Experience on the MSP or supplier side, and / or contingent staffing recruitingWHAT WE ARE LOOKING FOR? A customer-oriented, self-motivated critical thinker with a “Can-Do” attitude! Experience of working in a relevant area such as staffing industry operations, HR/recruiting, MSP orcustomer service is preferred Strong communication skills with the ability to liaise effectively across all layers of the organization
      KEY RESPONSIBILITIES Facilitate the fulfillment of temporary requisitions through SAP Fieldglass and efficiently manage therelationship and Assist Hiring managers, Staffing Specialists, and suppliers during all stages of the contractlabor acquisition process including but not limited to interview scheduling, onboarding, worker assignmentmanagement, time and expense management and off boarding Serve as Single point of contact for Hiring managers, Contingent Workers, and the Suppliers. Proactively meet with hiring managers to qualify requisitions and convey relevant information to approvedsuppliers to empower them for success Ensure to be inline with agreed SLA’s in fulfilling contractor request and onboard contractor by coordinatingwith different stakeholder Partner closely with key stakeholders (HR OPS, IT OPS, RMG, TA and IT and Legal) to understand globaloperational needs, identify trends, and develop operational plans that will drive best-in-class evolution ofLegato’s contingent workforce program. Ensure suppliers have robust understanding of all job requirements Review, add & update new job posting templates and rate card categories when needed Ensure compliance with all contractual requirements as well as company mandated policies and procedures Escalate to the PM any serious issues that requires immediate attention. Document all client reported issues and track resolution through to completion ensuring a high level ofcustomer satisfaction Maintain and update worker assignments to reflect appropriate changes. Provide constant communication to clients, suppliers, contingent workers and other partners. Monitor performance against contract SLA’s (i.e. pending end of assignments, invoicing, time and expensemanagement and vendor compliance tracking) Constant interaction with vendors to ensure new hire paperwork is completed in a timely manner so thecontractor can start assignment on time.Additional Knowledge, Skills and Abilities:Job Posting Strong reporting, report building and analytical skills Solution finder Knowledgeable in foundational data as it relates to VMS software systems (SAP Fieldglass preferred but notrequired) Good with people and fast paced high volume programsExperience: 0-3 years of VMS Experience on the MSP or supplier side, and / or contingent staffing recruitingWHAT WE ARE LOOKING FOR? A customer-oriented, self-motivated critical thinker with a “Can-Do” attitude! Experience of working in a relevant area such as staffing industry operations, HR/recruiting, MSP orcustomer service is preferred Strong communication skills with the ability to liaise effectively across all layers of the organization
      • bangalore city
      • permanent
      • 6
      Incident management – resolve incidents received from the customer (in alignment with SLA’s) and/or that were created to address alerts from the CMS monitoring system.• Change management – attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).• Problem management – analyze customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so work with customer to initiate an effort to address.• Event management – investigate alerts received from the CMS monitoring system and determine proper actions to address these alerts.• Request fulfillment – fulfill Citrix-related service requests received from the customer.• Environment management – functions include managing/administering Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.• Reports – deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.Within CMS, the Technical Consultant is responsible for performing the following tasks to support CMS clients:• Troubleshooting, resolving, and closing all critical and high-severity (P1/P2) incidents.• Troubleshooting, resolving, and closing all incidents that are escalated from the Service Desk.• Performing normal and emergency changes as defined by the client.• Fulfilling service requests that can be implemented via a normal change.• Maintaining accurate and timely ticketing system data (e.g. detailed ticket notes, accurate ticket status, following up on tickets to avoid excessive ticket aging, etc.).• Configuring and managing the monitoring solution for Citrix and related ancillary technologies, including helping to establish baselines and adjusting threshold values as needed.• Analyzing monitoring metrics and alerts to identify patterns/trends, make correlations, and provide actionable information.The success of the Technical Consultant will be measured by this person’s ability to perform the abovementioned tasks efficiently, act in a professional manner that elicits high customer NPS, and act as a Citrix technical authority.• Troubleshoot complex technical issues in a Citrix environment.• Act as the Citrix technical authority/subject matter expert (SME).• Possess strong written and verbal communication skills.• Obtain ITIL and Citrix technical certifications within first 6-12 months in this role.• Possess an excellent technical understanding of Citrix technologies and how to support and manage in a variety of settings, ranging from basic to complex.• Assist junior teammates with learning key technical concepts around desktop and server virtualization, cloud computing, and network/systems architectures.
      Incident management – resolve incidents received from the customer (in alignment with SLA’s) and/or that were created to address alerts from the CMS monitoring system.• Change management – attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).• Problem management – analyze customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so work with customer to initiate an effort to address.• Event management – investigate alerts received from the CMS monitoring system and determine proper actions to address these alerts.• Request fulfillment – fulfill Citrix-related service requests received from the customer.• Environment management – functions include managing/administering Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.• Reports – deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.Within CMS, the Technical Consultant is responsible for performing the following tasks to support CMS clients:• Troubleshooting, resolving, and closing all critical and high-severity (P1/P2) incidents.• Troubleshooting, resolving, and closing all incidents that are escalated from the Service Desk.• Performing normal and emergency changes as defined by the client.• Fulfilling service requests that can be implemented via a normal change.• Maintaining accurate and timely ticketing system data (e.g. detailed ticket notes, accurate ticket status, following up on tickets to avoid excessive ticket aging, etc.).• Configuring and managing the monitoring solution for Citrix and related ancillary technologies, including helping to establish baselines and adjusting threshold values as needed.• Analyzing monitoring metrics and alerts to identify patterns/trends, make correlations, and provide actionable information.The success of the Technical Consultant will be measured by this person’s ability to perform the abovementioned tasks efficiently, act in a professional manner that elicits high customer NPS, and act as a Citrix technical authority.• Troubleshoot complex technical issues in a Citrix environment.• Act as the Citrix technical authority/subject matter expert (SME).• Possess strong written and verbal communication skills.• Obtain ITIL and Citrix technical certifications within first 6-12 months in this role.• Possess an excellent technical understanding of Citrix technologies and how to support and manage in a variety of settings, ranging from basic to complex.• Assist junior teammates with learning key technical concepts around desktop and server virtualization, cloud computing, and network/systems architectures.

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