ESSENTIAL JOB FUNCTIONS*
- Manually allocate orders for newly received inventory and situations where the automated allocation doesnt meet customer requirements.
- Ensure all global customers have a memorable and personalized experiences by creating and maintaining optimal order & service processes within the CRM, CPQ and ERP systems, efficiently, effectively and with friendly, helpful service.
- Lead the order approval process within salesforce and action orders to resolution, constantly monitoring the service levels and escalating orders as appropriate to ensure customers receive finalized order acknowledgements within pre-defined service levels.
- Research and resolve various customer or partner issues such as credit issues, order delays, requests for expedite, quality validations & order discrepancies.
- Validate that all global new accounts are set up accurately and resolve any new account issues quickly to ensure new customers have an optimized onboarding experience.
- Monitor all order and service requests, expediting and resolving any issues that may delay order confirmation or customer satisfaction.
- Liaison with manufacturing for RE build orders ensuring an accurate promise date is set and drive on-time delivery. Bridge the communication between manufacturing and sales when unavoidable delays occur.
- Support initiatives to improve the accuracy of information on the commerce platform and portals to drive revenue and customer satisfaction.
- Ensure sales and product campaigns are running flawlessly, updating data, tasks, and campaign information to ensure maximum revenue.
- Create and monitor coupons and promotions within the commerce and order management system ensuring compliance to affiliated terms and conditions.
- Participate in continuous improvement initiatives to increase automation and efficiency in back-office order & case processes.
- Support application deployments including defining requirements, user stories, process flows, testing & training.
OTHER DUTIES AND RESPONSIBILITIES
- Other duties as assigned.
COMPETENCIES
- Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
- Business Acumen - Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, developments in e-commerce and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
- Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
- Ethics/Values & Integrity/Trust - Adheres to core values in good times and in bad and acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches; is widely trusted; is seen as a direct and truthful individual; keeps confidences; doesnt blame others for his/her own mistakes or misrepresent him/herself for personal gain or protection.
- Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
- Leadership/Vision & Purpose - Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; inspires respect and trust; accepts feedback from others; provides vision and inspiration to peers and subordinates; gives appropriate recognition to others; displays passion and optimism; mobilizes others to fulfill the vision; communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision; makes the vision sharable by everyone; can inspire and motivate entire units or organizations.
- Peer Relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peer with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
- Priority Setting - Spends his/her time and the time of others on whats important; quickly zeroes in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.
- Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesnt stop at the first answers.
|