Job Description

Job Description Customer Service Delivery Professionals include the management of customer interactions to increase customer satisfaction and improve service quality. Service Enablement Professionals support activities associated with enabling the customer and providing service support. A professional at this position level within Accenture has the following responsibilities: Analyzes and solves problems that are lower complexity and may be routine in nature, requiring varied responses depending on the situation. Interacts with peers within Accenture before updating supervisors. Likely has some interactions with non-management levels at the client and/or within Accenture. Receives minimal instruction on daily work tasks and a moderate level of instruction on new assignments. Decisions impact own work and may impact the work of others. Individual contributor and/or oversees a small work effort and/or team. Customer Engagement/Meetings Participate in meeting to provide insights on order/supply/issues, etc Facilitate or Participate in Customer syncs to walk through tactical order/supply/issue items Participate in internal Team calls with S&OE, F&L or other internal teams if relevant to provide feedback regarding Customer/areas needs, supply, Customer metrics, etc Supports OM & Customer on complex queries RMA customer engagement Customer portal management Reporting/Metrics Support agreed upon reporting needed by Channel Leads/CCSM/other cross functional teams Review & report Customer metrics (OBL, OTP, Manual Dos, IP, etc, UCO, aged orders) Demand Planning Attend FG sub syncs, complete needed files (FCST templates/SDP files) and IBP upload if aligned with regional/Customer scope Allocation Manage allocation splits or provide needed insights to Microsoft Channel Manager if applicable for Customer/Areas Launch/EOL Management If applicable, track inbounds to IPQ along with launch tracking to the Customers and call out any risks needed to Channel Leads Follow up on internal teams to ensure certifications are aligned and ready along with any order issues that require alignment & support Follow up with Customers on order placements aligned with IPQ/Ship Plans Trigger SKU setup that is required (NAM only) Track depletion of EOL and ordering needs Order Scrubbing Review daily/weekly order scrub from Order Management Teams and provide action items Flag allocation misalignment & escalate needed supply/allocations Work with partner, internal or F&L teams as needed to resolve order/delivery issues Returns/Credits/Debits Manage Returns Revenue projections Manage Partner Payment Purchase Orders for Ops related Payments Attend Partner & GFS calls to support to resolve the overdue payments & claims Credit & Debit Approvals if aligned to approval matrix Regulatory/Compliance New Customer onboarding support Update/complete/trigger needed master data changes (Ship To, CLT, etc) Ensure Customer profiles, SOP & Distros are updated as needed

Job Requirements