Provides high quality Licensing and Shipment services to internal and external customers that results in excellent customer satisfaction and enables the booking of revenue for SDL.
Applies knowledge of software fulfilment processes to work independently on common fulfilment requests. Key Responsibilities Operational Excellence Provides fulfilment support and communicates outcomes to customers and stakeholders.
Achieves results by accurately understanding the request, applying a structured approach to the fulfilment request, involving the appropriate people to resolve, and communicating the status and outcome to the customer.
Ensures that all relevant systems are accurately updated. Delivers Quality, Value, Results Demonstrates solid customer service and fulfilment skills in addressing requests and quickly escalates problems that are beyond their capability to more senior team members.
Understands timely shipment fulfilment equates to revenue for SDL. Functional Excellence Helps to improve customer service by preparing FAQs, how to documents, and knowledge articles.
Continues to develop greater proficiency in key licensing and shipment skills. Relationship Building Builds credibility with team members by actively contributing to more complex fulfilment requests and providing timely and relevant information.
Additional Job Specific Responsibilities Licensing of Products some roles may have a specific products / product area that they support vs.
the entire product portfolio Customers some roles may be aligned to support specific types of customers or locations Function some roles may support specific types of activities, such as helpdesk, Fulfilment, technical support on licensing Career Classification Factors Able to apply basic theories, concepts, principles and methodologies to developmental assignments.
Assignments given typically have developmental qualities. Job Complexity Applies company policies and procedures Utilises professional concepts and theoretical knowledge acquired through specialised training, education or previous experience Works on problems of limited scope Follows standard practices and procedures in analysing situation or data from which answers can be readily obtained Builds stable work relationships internally Provides information, analysis and recommendations in support of team efforts Complexity of business and / or technical issues and degree of independent decision making and actions progresses steadily over time to Intermediate career level knowledge and job complexity requirements Supervision Receives detailed instructions on routine work, projects and assignments Critical Skills & Competencies Continuous Improvement Constantly looks for opportunities to improve work processes and results.
Customer Focus Demonstrates concern and takes action for meeting and exceeding their customer’s expectations and requirements.
Ownership and accountability Accepts full personal responsibility for the quality and timeliness of work. Active Listening Listens actively and is attentive to others.
Analysis Examines data to grasp issues and draw conclusions. Attention to Quality and Detail Diligently completes responsibilities, producing high quality results.
Credibility and Trust Builds trust by behaving consistently, honestly and with integrity. Learning Agility Critical thinkers who learn and adapt to the acquisition of new knowledge with ease.
Managing Work Completes work efficiently by effectively managing time and resources. Problem Solving Systematically and logically identifies and weighs options to resolve problems, generating solutions after reviewing all relevant information, including risks and the impact of potential solutions.
Relationship Agility Relationship builders who are very self-aware, can inspire others, and can easily build relationships and interact with a wide variety of diverse people in a variety of situations.
Results Orientation Successfully achieves results, diligently working to overcome obstacles to achieve goals. Written Communication : Expresses ideas clearly in email, reports, letters and other documents.
Education & Experience Required / Preferred Education Typically requires at least a degree or equivalent combination of education and experience Experience Typically limited previous professional experience required