Job Description :
The Customer Service Representative contributes to the management of the operational relationship between the Software Company and its channel partners and partner led accounts.
The primary role is order processing, data entry, query resolution and support for the sales teams.
Process customer orders for various Channel Programs
Assist Distributors, Resellers & the Software Company local offices with enquiries related to order status, product availability, pricing and programs, operating within policies and procedures, train partners on new procedures / systems.
Data Management and Administration
Provide an excellent level of customer service
Review order status on a daily basis.
Provide basic cover when team members are absent due to holidays, sickness,
Manage Return Material Authorisation data entry process and assist with processing RMA returns
Work closely with fulfillment to resolve problems with customer orders.
Actively participate in the ISO9000 and Micro Focus’ continuous improvement process.
Take on any additional projects as defined with manager.
Profile of Job holder
Third Level Qualification is desirable
Fluency in English is required.
Fluency in another European language German is preferable
Individual must be customer focused
At least one year of experience of order management systems or administration is essential.
Experience in working with Oracle and / or Netsuite beneficial
Sales and Telesales Teams
Product Operations Team & Management
Business Improvement Team & IS&T Teams
Excellent interpersonal skills & customer service attitude.
Ability to work efficiently on own initiative as well as part of a dynamic team
Excellent written and oral communication skills
Excellent organisational skills in order to manage time and resources efficiently to meet demanding deadlines with heavy workload.
Knowledge of order-processing, word-processing, spreadsheet, data and e-mail software
Ability to operate within an environment of high variability, complexity, and pressure, and flexibility to support the changing business requirements of the team lead or manager
Ability to multi-task
Note : From time to time it may be necessary to work in excess of standard hours to ensure deadlines are met, specifically during quarter end and year end periods (last two weeks of Jan, Apr, Jul, Oct) subject to change in 2018.
Micro Focus is an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status.
The Unique Value of Micro Focus
At Micro Focus we provide our customers with a best-in-class portfolio of enterprise-grade scalable software with analytics built in.
We put customers at the center of our innovation and build high quality products that our teams can be proud of.
Through our breadth of solutions, we are uniquely positioned to help our customers solve business problems and deliver against the needs and opportunities of Hybrid IT, from mainframe to mobile to cloud.
We’re a pure-play software company we have a level of focus that other technology companies don’t have, we are designed from the ground up to build, sell and support software.
We also have the strong operational foundation, proven over a combined 40 years of experience, to deliver on our commitments to our customers.
Our scale is global we have the reach and the capabilities to support customers in a global market. We are the 7th largest software company in the world, and the largest technology company listed on the FTSE.
With 4,000 employees working on R&D, we can focus on innovating in solving the most complex technology problems for customers.
At its heart, Hybrid IT is about letting customers choose what’s right for them, without the need to compromise. Our job is to help them, and to enable that hybrid model to bridge the old and the new to maximize the value of existing investments.