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 Regional Sales Support Specialist (M/F) English Speaker

Empresa: LIVINGBRANDS Portugal
Tipo: Tempo Inteiro
Data: 15-2-2018
Zona mais emprego Lisboa
Categoria mais emprego Gestão de Empresas / Economia
Referencia # 4632358

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Are you looking for a new challenge? Are you also interested in IT? Convince us of with your skills and join our team! Due to the successful partnership with one of the biggest clients in the IT sector, considered one of the five top companies to work for in Portugal by Great Place to Work, we are now recruiting a Regional Services Expert :


The primary responsibility of the role is to have ability to establish, maintain and expand cross-functional relationships and adapt to business needs. Demonstrate high knowledge about processes, resources and tools across business environment. Prioritizing and sorting case management, following escalation management requests and solving them according to their urgency. Also responsible for reporting, analysing and consolidating associated metrics. Focusing on individual and team results.


Day-to-day escalation management for activities including sales credit allocation and claiming, territory management, Salesforce.com account and opportunity management, lead allocation, and goal sheet creation
Relationship with local Finance, BPM and other stakeholders to keep updated on regional activities
Escalation management on x-theatre claims and other disputes
Capacity planning and ensuring that the support matches the needs of the theatre Sales teams
Continuous quality monitoring, assessment and improvements of the processes. Ensuring that SLA's are met
Daily/ongoing monitoring of case management, claims and other indicators to show manual wok for field and look for root causes to solve them
Drive process, policy, and system optimization improvements
Constant focus on driving down cost while maintaining quality of service and giving time back to the Field
Interaction with GPM’s for process alignment and improvements
Reduction of local variations and efforts for global consistency
Goaling set up and maintenance support / control with Sales, BPO and other stakeholders
Year End preparation/execution/control for North Theatre on all Field Services service categories (SHARE, Territory, Sales Crediting, Goaling)


Sales Crediting and claiming
Monitor and enhance SCA automation and reduce claims:
Providing improvement plans for Top Claimers
Low automation root cause analysis
Stakeholder reviews: CPE teams, Finance etc.
Sales Territory
Final approver of exceptional territory changes (named accounts, partners etc.) for your coverage area: regional SME and working closely with field - best position to approve or reject territory change requests.
Understand the impact of changes and ensure relevant actions following change are executed timely and impacts of changes are communicated to stakeholders (also in case of rejection).
Action weekly metrics: increase in Conflicts, Orphans etc.
Hierarchy and assignments
Review and estimate the impacts of any structure changes to people and downstream processes - >ensure related follow-up actions are done after and leading to change
Ensure clean and accurate set-up for all employees: following key metrics and processes: new hire, leaver, compliance, AM performance, Lead allocation etc.

Ensure timely Goaling for all employees: FY set-up and retro Goaling: work with all stakeholders : Finance,GSCO
Follow up approvals, escalations and rejections for the region
Case managementRSE’s key responsibility to keep control of region’s key service categories are meeting SLA and quality measure’s, therefore critical daily to follow –up cases :
Ensure all cases are picked up within SLA
Re-occurring issues are investigated (root cause) and fixed
Hand over’s and follow up managed (example SHARE change is followed by retro goaling etc)

What we offer:

•Full time position;
•Extensive training on market leading products;
•Personal development programs and mentoring to develop skills;
•Possibility to participate in a growing project;
•Good career prospects in a reputable company which rewards serious and hard workers;

•Working place: Oeiras/Lisbon
If this sounds interesting, please send your CV to ---@---   


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