Order Management Specialist with Spanish (full remote - Romania)

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Join our dynamic team at Wipro Romania, a global leader in IT services and consulting. Since establishing our presence in Romania in 2007, we have experienced significant growth and expansion, becoming a key player in the region. At Wipro, we are committed to innovation, excellence, and delivering top-tier solutions to our clients. We offer a collaborative and inclusive work environment, opportunities for professional growth, and all the premises of an enjoyable and satisfying job.

This job is available in a full remote model.

Why this role matters

Responsible for customer orders end to end across the globe with accountability for management of all external suppliers within the Service Delivery process Access delivery and co-ordinating Test & Turn up / Migration activities, until handover for final test with the Customer.

Key responsibilities will include access ordering, delivery, workflow & inventory management within the Service Delivery process until handover into Service Assurance. The role holder will act as the single point of contact with full accountability towards both the A-end and B-end customer during the delivery ranging from simple products to complex solutions.

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What you'll be doing

Delivery process and solution management
• Managing and coordinating customer solution orders with internal stakeholders
• Managing the order workflow in Customer's internal systems & project coordination
• PEGA/MYSD reporting for supplier orders & customer side updates on any customer dependencies.
• Complete Root Cause Analysis when necessary and contribute to Service Improvement Plan creations.
• Collaboration with regional delivery specialists and supplier performance managers to assist in service delivery improvement.

Customer management involvement
• Perform order validation with the customer, sanity check and update order records if necessary.
• Establish initial communication with the customer ('welcome call') for incoming new orders and provide regular updates through the delivery until order closure.
• Manage customer escalations/expedite in line with the escalation/expedite process, provide root cause analysis outcome on failed installs to customer.
• Notify customer about service activation completion and prepare all necessary documents (SAF).
• Responsible for customer satisfaction (Net Promotor Score, NPS) measures in relation to the provisioning stages of all orders assigned and managed on behalf of the customer.
• HQ communications for small customers.

Project management involvement
• Act as an SME towards account and sales teams and be consulted for supplier selection, timelines and delivery constraints that can ensure setting the right expectations and set up delivery for success.
• Act as the single point of contact for all internal and external escalations on 1st level, expedites and inquiries related to order delivery.
• Responsible for the end to end relationship for both internal and external customers. Take responsibility for service implementation and act as primary interface for customers, internal departments and business partners or all implementation activities throughout the whole order life cycle within given timescales. Where required provide reporting to the customer.
• Ensure all KCI (Keep Customer Informed)/KPI (Key Performance Index) are delivered against agreed targets working with organisations to ensure it is achieved, maintain a high focus and drive on performance and operational jeopardy management.
• Accountable for updating complex accounts order track updates on a weekly basis for the PM/Account teams (pencil views/customer comment)

Supplier and early life management involvement
• Accountable for ordering and tracking multiple and complex infrastructure products and services, including but not limited to access ordering.
• Manage all aspects of changes (In-Flight Change) related to the orders.
• Manage circuit issues with the access suppliers, open incident tickets and follow-up if necessary.
• Responsible for co-ordinating and managing early life failures

Service activation management involvement
• Schedule and arrange the RTT and Migration appointment with customer & liaise with CDPs for booking Internal & external resources.

Delivery knowledge management
• Act as a mentor towards New Joiners
• Cooperate and support service improvement initiatives

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Deliver
No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Order Management(Comms).

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

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We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.