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Key accountabilities 

Customer invoicing

Ensure correct, accurate and timely customer invoicing, including the calculation and application of any agreed novation/contract management fees
Ensure customer invoicing matches the service inventory
To be the main point of contact for all invoicing queries from the customer and from the Colt customer account team
Support all activities to ensure on-time customer invoice payment and to help progress actions to resolve/close customer late payments
Third party services supplier invoicing 

Ensure that supplier invoices are correct and match the service inventory
Ensure that incorrect supplier invoicing is challenged, disputed and corrected with the supplier
Confirm supplier payment authorization to Colt Finance via Colt internal systems
Change management (New, move, add, change, cease and renew) 

Manage all customer requests for new, modified and ceased novated and contract managed services.
Quotation calculation, price negotiation and coordination with internal/external suppliers for delivery of the ordered service
Interface directly with the customer, third party suppliers and internally, as required, for all requests
Ensure that all requests are processed in a timely and accurate manner, taking into account the application of applicable novation/contract management fees
Place all orders with third party suppliers and successfully manage from order to delivery in the shortest possible time
Manage, own and deal with all customer and internal queries related to requests
Supplier contract/cost management and optimization

Working with guidance from Allianz Service Management team to ensure that all novated contracts are captured in a central repository and that contract summaries are available to capture key contract information, terms and conditions
Work with Allianz Service Management to identify and put in place supplier cost optimization activities and where possible, transformation action plans, to replace novated/contract managed services with more profitable Colt direct services
Working with Allianz Service Management to ensure that supplier relationships are being managed and regular supplier reviews are taking place
Service reporting 

Produce daily, weekly and monthly customer facing and internal reports to provide an up to date status of revenue and inventory for novated and contract managed services
Regular update of the installed base and inventory management systems
Generates service reports or similar data for customers on request
Internal and External SLA Report creation and analysis
Non-Technical activities 

Management of internal mailbox and ticket queues
Log and resolve all kinds of non-technical issues (Billing, Disputes, Customer Data & Planned Works)
Provide support for online tools including resolving access issues, troubleshooting and general guidance
Effective internal and external communication for Planned Work (Maintenance) enquiries
Leads coordination with internal teams to process SLA compensation credits

MS office expertise, in particular Excel
Understanding of Colt Data and Voice services
Proven experience of administration, order processing & Service Delivery and customer support (Must have)
Commercial and financial acumen
Effective reporting and analytical skills
Good communication and customer facing skills
Tenacity and perseverance to own and see a task through from beginning to end
Required knowledge of Colt internal systems: Siebel, Kenan, OHS and Xtrac

Fluent in English language

German language required
ITIL foundation preferable
Recognised as a source of expertise as well as mature skills in transactional end-to-end service support
Degree level desirable
Understanding of Colt Services.


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