Praca Sales Bonus - Customer Service Analyst Kraków IBM BTO Business Consulting Services

APLIKUJ
Opis oferty pracy:
Sales Bonus - Customer Service Analyst Work location: Poland, Cracow Scope of responsibilities: Serve as primary point of contact for customers on a sales compensation plan re: questions about their sales bonus Understand mechanics and inputs into all sales bonus calculations and be able to clearly explain to customers Timely management of correspondence with customers via a ticketing queue Identify appropriate points of contact to refer or escalate questions that are a) not directly related to sales bonus calculations or b) require another team’s input to resolve Examples of common inquiries: “how the math works” (there are multiple elements of a sales bonus calculation that the analyst will be asked to explain) policy questions for edge cases like mid-quarter terms, leaves, sales passes Work with our partners in a positive, productive way that encourages collaboration. This role will frequently liaise (via email and ticketing system) with Sales Operations, Sales Finance, HR, and Compensation contacts whose input is needed to promptly resolve issues with inputs used to calculate sales bonuses. Use Excel to analyze inputs received, identify missing or inconsistent data, and follow-up with applicable cross-functional contacts to resolve data discrepancies Timely resolution of sales bonus calculation errors, in accordance with sales bonus procedures Knows all sales bonus procedures and initiates updates, where applicable Initiate compensation recovery processes for customers who have been overpaid Prepare ad hoc analysis in spreadsheets to explain sales bonus calculations Prepare ad hoc analysis in spreadsheets to calculate termination payouts Identify common problems and challenges across process and help brainstorm potential solutions, e.g., offering suggestions re: More efficient ways to identify discrepancies within sales bonus input data Creative ways to keep cross-functional teams accountable for inputs provided Improving existing controls for sales bonus error tracking and compensation recovery Answer historical deal ownership questions from customers and Sales Operations Skills and Abilities: Required Experience in customer service or operations (2-3 years experience) Strong written communication skills; fluent command of English Fluent in MS Excel/Google Sheets; candidate must be able to: Filter, sort, analyze and summarize multiple files up to 1M rows large Determine when to apply relative and absolute cell references in formulas Analyze data using VLOOKUP, COUNTIF, SUMIF, and IF functions Apply conditional formatting Create pivot tables Quick learner with a desire for continuous improvement Strong attention to detail Ability to handle large amounts of ambiguity by evaluating different circumstances and deciding a problem-solving approach Ability to recognize when a task should be escalated / completed with urgency / can wait a day or two; when uncertain, unafraid to ask for clarification from GPM Attitude to view problems as issues to be solved rather than obstacles Willingness to ask questions and seek guidance when uncertain; ability to apply guidance received to similar situations on a go-forward basis Customer-oriented; ability to turn frustrated customers into happy customers Preferred Experience writing or modifying SQL queries Experience in sales operations or sales compensation Forensic skills, ie, ability to analyze data pieces and identify best solution given business and systems context How to apply: If you are interested, please send your CV via Apply button below. IBM BTO reserves the right to contact selected candidates

Pracodawca: IBM BTO Business Consulting Services

Data publikacji ogłoszenia: 2016-09-01

Nazwa stanowiska: Sales Bonus - Customer Service Analyst

Państwo: Polska

Województwo: małopolskie

Powiat: m. Kraków

Miejscowość: Kraków

APLIKUJ

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