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Senior Customer Request Coordinator

Location: Krakow Poland
Job ID: 1020928HV
Date Posted: Aug 24, 2022
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): General Management

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Meet our Team

Information Management Centre at Hitachi Vantara is a centralised competency center providing support to Services, Sales and Account Teams, to manage corporate information requests coming from our customers.

We provide a single point of contact to support for colleagues with client requests for Sales (RFx), or post-sales assessments/ audit information about corporate areas and capabilities.

We manage collation of, and communication between, the requestor and the disparate areas of corporate information, to meet the deadline and reduce the effort of the requestor.

What you'll be doing

  • Monitor the IMC (Information Management Centre) team's performance against SLA and present to the management by running monthly/quarterly reports
  • Maintain SME relationship to support IMC functionality and Service Objectives
  • Work on new projects and rollout of any tools/procedures that can improve the IMC service
  • Promote IMC through Requestors by providing materials to enable them to share with their teams and areas of responsibility
  • Manage requests by Identifying any answers or content from the repository - Standard Question Bank (SQB) in the first instance (a knowledge base of frequently asked questions drawn from established, validated, regularly reviewed past customer engagements)
  • For more complex, or sensitive, queries, engage with relevant Subject Matter Experts from corporate groups, who provide detailed information and confirmation of functional process and capabilities
  • Triage the breakup of the request and schedule conference calls screen sharing sessions as required to support the completion of the request
  • Monitor and compile the completed sections of the request in a timely fashion as to meet the agreed customer deadline and SLA
  • Support the customer in any on-site review of materials that cannot be shared electronically

What you bring to the team
  • Service-oriented, customer-focused, hands-on with broad-based business acumen, strategic insight, sound judgment.
  • Desire for achieving excellence in customer satisfaction, support and service delivery and a deep understanding of how service offerings influence customer success.
  • Ability to work with others collaboratively, requires the ability to "change the thinking" and "gain acceptance" of others in sensitive situations.
  • Conflict management - able to remain calm under pressure and able to diffuse difficult situations by effectively managing customer expectations.
  • Strong and effective verbal, written, presentation and interpersonal communication skills.
  • Knowledge of Customer Support environment and team leadership.

Our Company

Hitachi Vantara is part of the Global Hitachi family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. Diversity of thought is welcomed and our employee base is represented by several active Employee Resource Group communities. We offer industry leading benefits packages (flexible working, generous pension and private healthcare) and promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.

Our Values

Research tells us that some applicants, especially those from underrepresented groups, can be put off from applying for roles if they need flexibility or feel they don't meet all of the set criteria. We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours. Get in touch with us to explore how we might be able to accommodate your specific needs.

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. With Japanese roots going back over 100 years, our culture is founded on the values of our parent company expressed as the Hitachi Spirit:

Wa - Harmony, Trust, Respect

Makoto - Sincerity, Fairness, Honesty, Integrity

Kaitakusha-Seishin - Pioneering Spirit, Challenge
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