Position Summary And ResponsibilitiesThe Fulfillment Professional is responsible for maintaining a good customer relationship with the customer. Position ensures all orders are processed with no/minimum impact to the customer. Responsible for less complex customer problems, and lower revenue situations, either pre-sales or post-sales, across hardware, software, services and support processes. Has problem ownership, but may seek more experienced personnel for advice. Acts as interface between IBM and customer to ensure that any exposures or potential exposures are explained and that realistic expectations are communicated to the customer. Position may also be used for individuals responsible for the coordination, prioritization and resolution of such key business area issues as account receivables/debt collection or contract management activities.
Acts as interface between customer and IBM setting realistic expectations, resolving fulfillment related problems and providing support to customer ensuring a high level of satisfaction.
Responsible for less complex customer relationships. Generally deals with a single product set, lower revenue situations and/or small to medium IBM customers. May, however, have responsibility for more complex customer relationships, but with support of more experienced team members.
Ensures resolution of fulfillment related problems and disputes.
Understands and provides advice on IBM offerings and solutions. Prepares associated contracts and supplements and performs reconciliation in line with commitment periods and contract end.
Maintains an awareness of orders and returns and communicates problems/issues to customers and appropriate IBM contact point.
Maintains awareness of customer debt/accounts receivable status and initiates appropriate collection activities. Coordinates communication with customer and works with counterparts to resolve customer disputes and problems.
Responds to fulfillment queries and ensures satisfaction with IBM fulfillment practices.
Ensures compliance to all audit guidelines and adheres to all established processes.
Assumes additional responsibilities as assigned
Responsibility of this AR will be:To support Thailand post Trek for the on-going workload in Collection Management, Cash App, Mis-directed Payment, Direct Debit Setup, Invoices / Withholding Tax Handling and etc.