CRM and Order Management Specialist

Purpose of the position: Operation and Maintenance of CRM and Order Management applications, ensuring high service availability for One Albania Customers and Enterprise Users.

Main Tasks:

• Operate and Maintain CRM, Inventory, Provisioning, GIS and Work Order Management Applications (BOSS/SAP) focusing on Fixed stack: Ensure the correct operation of all customer orders. Take corrective actions and follow up with Vendors for high level of support.
• Operate and Maintain CPM Application: Create and modify as per business request channel partner and sales representative users.
• Provide technical support for SAP/CRM related issues, diagnosing and resolving problems promptly.
• Follow up the incident management and problem management processes.
• Handle and resolve customer complaints according to the agreed SLA.
• Ensure smooth and efficient deployment pipelines and continuous integration processes.
• Monitor system performance and implement necessary updates and corrections.
• Actively participate in company projects related to CRM and Order processing areas ensuring timely completion and alignment with business objectives.
• Document CRM and Order Management processes and procedures applied in daily job.
• Train end-users and team members on CRM functionalities and best practices.
• Work closely with cross-functional teams, including sales, marketing and IT, to ensure CRM meets business needs.
• Communicate effectively with stakeholders to gather requirements and provide status updates.
• Performing standby duty according to company procedures. Working overtime and night hours.

Education: University degree in Computer Science, Software Engineering or related field.

Experience and Qualifications: Minimum of 3-5 years of experience in CRM software management.

Skills:

•  Proven experience with rest API in a professional setting;
•  Proficiency in managing and optimizing MySQL and Oracle queries;
• Hands-on experience with Docker and Kubernetes for containerization and orchestration;
• Familiarity with SAP and module management;
• Strong analytical and problem-solving skills to troubleshoot and resolve technical issues;
• Excellent communication skills of the English language;
• Excellent communication skills, both written and verbal;
• Ability to work collaboratively in a team environment;
• High attention to detail and accuracy in all aspects of work;
• Willingness to stay updated with the latest CRM technologies and best practices;
• Ability to adapt to changing business needs and technical requirements;
• Relevant certifications in CRM, database management, or SAP modules would be an advantage.