Sales Support Associate

Responsibilities

• Achieves individual and team objectives set by SLA (Service Contracts) and KPI (Key Performance Indicators); knows and applies the process and procedures that needs to be applied
• Manipulates and formats data in order to meet internal customer needs constantly
• Extracts data from existing databases, calculates KPI’s based on business rules and prepares the Monthly Business Reviews
• Checks data accuracy and does quality checks of internal and customer reports; uses experience and judgement for data validation and elimination of eventual system and process errors; conducts internal follow ups and data validation with branches and operational teams around the globe
• Checks discrepancies and wording/ formatting/ graphic errors
• Offers support in transition of new processes, including participation in tests, meetings and process documentation
• Documentation maintenance for existing processes, reflecting process changes or clarifications
• Preparing the analysis and intervention plans for addressing the deviation of business results from the KPIs (in case of deviations)
• Flexibility in approaching and solving problems for improving the quality and the services provided;
• Close collaboration with the Team Leader and prompt updates related to the delivery of the daily tasks/ work process;
• Respects the performance, quality and timeliness criteria, continuously striving for quality and service improvement;
• Handles other tasks and responsibilities as requested by the business needs, under the coordination of the Team Leader;
• Designs and structures new processes and the corresponding documentation in order to respond the requests for new/existing client reports;
• Effective follow-ups and collaboration with branches/ countries, internal business partners and other stakeholders in order to timely obtain the required data/ information to prepare the reports;
• Estimates/checks/analyses if the financial data is correct (rate cards); calculates specific charges/turnovers for customers with financial impact on customer's side after data cleaning/interpretation;
• Supervises all transitions and offers feedback to the team members in order to grow the skills/capabilities; checks the correctness of the documented DTPs. Contributes to KPIs’ design and calculation methods in partnership with the customers and PMI (for transitioned new scope);
• Creates/ designs and delivers trainings for the department; onboardings, re-trainings, trainings for process changes; 
• Identifies the training needs, the new skills/capabilities/ knowledge that the team needs;
• Quality assurance: performs sample checks to assure the accuracy KPI within the team;
• Back-up for the Team manager.

Qualifications

• 1-2 year(s) experience on a similar position;
• Flexibility to react quickly and effectively on changing requirements and opportunities; ability to deliver against deadlines and to perform against multiple priorities and detailed tasks;
• Experienced in Key software tools (MS Office - Excel, Word, Outlook, Databases, etc.);
• Fluent spoken and written English (academic qualification preferred);
• Another foreign language – Fluent spoken and written (only if required by the country/ business partner the sales Reporting service is offered to);
• Availability to travel for training, new scope transitions, and/or business reviews;
• Excellent presentation skills;
• Excellent time management and tasks’ organizing abilities;
• Ability to work effectively in a customer/ service driven environment, both individually and as a team player;
• Ability to handle multiple tasks in the same time;
• Proactive attitude identifying possible issues and the corresponding solutions, including implementation of the solutions;
• Initiative spirit for continuous improvement of the processes, quality, and efficiency;
• Internal motivation, enthusiasm, attention to detail, focus on delivering results;
• Excellent communication skills (written and verbal), on direct and/or virtual collaboration with team members or business partners;
• Ability to structure the information in process documentation;
• Logistics knowledge (transit time statuses, Incoterms);
• Accounting Knowledge (charging merge – understanding of different types of charges).