The Service Operations Alias and Case Manager Specialist (Junior)

 

The Service Operations Alias and Case Manager Specialist is an integral part of the Juniper Americas inside service sales team responsible to perform two primary functions:

Email alias and case management for quote requests and inquiries Creation of renewal quotations

As the service sales team received many requests and inquiries daily, this role will primarily be responsible to review, respond and action follow-up as needed to these requests.  This will be primarily done via a case management tool for tracking and measurement. As needed, this candidate will also create service quotations in support of service sales team. This position relies on a detailed knowledge of all tools, systems, processes and policies related to maintenance quoting, entitlement and inventory analysis. 

 

Responsibilities:

Email alias and case management

Manage high volume of inbound emails requesting quotes and containing general inquiries. Open case in SFDC portal to assign request to proper team for follow-up and actions Respond to general inquiries where possible based on knowledge of policies and service processes

Renewal quoting

Responsible for creating/managing service renewal quotes or renewal worksheets for complex deals for assigned accounts and accountable for quote quality and delivery within the agreed SLA. Applies detailed systems and process knowledge to develop proactive and reactive renewal quotes for all expiring contracts Supporting internal Sales Rep to help meet team quota and grow the renewal business by responding to service related queries, quotes and opportunity management. Generate and distribute performance reports and analytics as needed Escalate quoting problems to sales management as needed Be well versed in systems and tools required to manage quotes and answer queries from partners, customers and Juniper team.

 

Required or Preferred Skills and Experience

Associates degree or equivalent work experience, with at least 1 year of business experience.  Recent college graduates with intern experience should apply. Strong attention to detail with ability to organize and work on multiple projects. Strong verbal and written communication skills. Strong data entry and Excel skills. 

 

Skills:

English level: C1 or upper

SAP, Salesforce.com,  Microsoft Excel and Word preferred