Service Contract Administrator /Team Lead with Scandinavian language (Swedish or Norwegian or Danish)

Philips is a diversified Health and Well-being company, focused on improving people’s lives through timely innovations. As a world leader in healthcare and lifestyle, Philips integrates technologies and design into people-centric solutions, based on fundamental customer insights.

Currently we have the opportunity for a dynamic English and Scandinavian speaker (Swedish or  Norwegian or Danish) Service Contract Administrator Team Lead to join our team in Łódź and take responsibility in providing operational support, covering Contract Management and the Installed Base functions.

Your responsibilities

Being the Team Lead of the Customer Service team your tasks will include but are not limited to:

• Create service contracts in the system management system based upon a signed contract quote.
• Add the agreed contract features relevant for appropriate services execution, pricing and billing information
• Connect the correct Installed Base Product
• Renew the contracts based on signed quote or renew the contract based on the original quote in case of silent renewal agreement with the customer.
• End the contract upon request from customer or per internal reason.
• Create contract amounts via credit note if necessary.
• Manages all phases of service agreement processing
  • Ensures that all booking criteria is met based on current policies
  • Verify accuracy and completeness of pricing, configuration and master data
  • Review and obtain necessary approvals for non-standard entitlements and changes to Terms and Conditions
  • Accurately input required data into booking tool to ensure proper entitlement, billing and revenue recognition
• Performs audit functions to maintain a high level of order accuracy.
• Provides support to Sales, Service, Finance, Service Marketing and Accounts Receivable organizations and customers by researching and resolving issues in a timely manner. 
• Escalates issues to Customer Service management as necessary and follows up with proper documentation as necessary to adjust or cancel the contract if needed.
• Interfaces with Credit and Collections, Sales OA, Customer Response Center, Sales Teams and other internal departments to maintain correct and complete customer account and database information.
• May perform one or more of the following specialized tasks:
  • Serve as the point of contact for government and corporate accounts
  • Prepares/monitors department reports, equipment de-install reports, bookings logs, etc.
  • Generates audits and distributes service agreement invoices as well as debit and credit invoices, maintaining a high level of detailed accuracy.
  • Lead and participates in team and cross-functional projects.

Your team

Under the umbrella of Royal Philips, Philips Customer Service Centre of Excellence based in Łódź, performs operational and administrative activities supporting, among others the Installed Based function of the company at a global level.

You will have the opportunity to develop your career in an award winning multinational organization rich in 125 years of innovation and success. You will be surrounded by energetic professionals and evolving in a friendly and dynamic atmosphere.

Use your talents to help creating a healthier society. Join us at the Philips Customer Service Centre of Excellence and have a positive impact on people’s lives!

This position reports into the Logistic Manager Healthcare Customer Service Operations.

We are looking for

• Excellent and concise oral and written communication skills.
• Good interpersonal skills required in interactions with Philips Healthcare staff and external customers.
• General math skills and business skills required.
• Bachelor’s degree in business or related field, highly desirable or equivalent experience.
• Ability to multi-task and work in a fast-paced environment.  Skill in prioritizing tasks required.
• Good organizational skills and aptitude for detail.
• Ability to work under minimal supervision on day-to-day activities, maintaining a high degree of integrity.
• Ability to use good judgment and make confident decisions under defined policies and procedures.
• Work well within a team environment to accomplish departmental goals.
• Available to work overtime as required.
• At least two to four years experience in order processing/administration, with at least two years experience in a customer service environment highly desirable.

• Dynamic and customer oriented mind-set
• Good level of English is essential with one of the Scandinavian languages: Swedish or Norwegian or Danish
• Good level of Polish – would be an advantage but is not compulsory

Our offer 

We offer the unique combination of a critical and challenging role and a creative and empowering office environment. You will be actively encouraged to make improvements, establish best in class service and have a direct impact on the success of Philips on a daily basis.

• Yearly bonus based on performance achieved.
• Private medical care with option to extend it to family members.
• Benefit System cards.
• Discount for Philips’ products.
• Relocation package applicable for people moving in from outside of Łódź region.