Dell Sr Rep, Contracts Maintenance in Tokyo, Japan

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Job Description

  • Develops and maintains contracts for assigned accounts according to established procedures and meets defined Service Level Agreements (SLA's).

  • Modifies contract information as needed, initiates installation, de-installation activities and upgrades contract data. Processes consolidation of contracts and contract cancellations at the request of customers, Inside Sales Reps, or Sales.

  • Provides superior customer service to the Renewals Sales Teams.

  • Primary intra-organizational with frequent inter-organizational contacts on routine matters. Resolves order discrepancies and contract billing issues through interface with Customers, Sales, Global Revenue Operations, Install Base, Finance or Senior Management. Uses judgment within defined processes and practices.

  • Assists in developing training and reviewing/implementing policies and procedures for the functional organization

  • Works under limited supervision. Determines and develops approach to solutions. Work is evaluated upon completion to ensure objectives have been met.

  • Responsible for maintaining the integrity of the OKS Database. Manages contracts activity for renewal, installation, upgrades and de-installation. Modifies contract information as required.

  • Represents the organization on projects and may perform a project leadership role and/or may supervise the activities of lower level team members.

  • Assists Sales and Credit Departments, and customers in the resolution of accounts receivable issues by reviewing invoice details and issues credit memos where applicable.

  • Intermediate knowledge of EMC product lines and services

  • Overtime may be required. (Particularly at Quarter End)

  • Processes Policy Variation Requests (PVR's) as required to meet established SLA's

  • Performs other duties/special projects as necessary.


  • 4 years back office working experience

  • Proven record in IT/Sales Operations will be an advantage

  • Well versed in MS office operations

  • Hands on experience in SAP, Oracle environment will be an advantage

  • Good English (read/write)