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The Order Experience (OEX) organization is responsible for all aspects of customer care related to the quote-to-order process, including people, process, tools, and customer satisfaction.
The team is responsible for the accurate entry of purchase order and/or Service Contract information from the sales team or directly from Zebra's customers into Zebra's system.
They act as a subject matter expert on all matters related to the product and/or service contract orders, responding to inquiries from management, Zebra's sales teams, and the customer.Remote Work: Hybrid
Overview:
The Order Experience (OEX) organization is responsible for all aspects of customer care related to the quote-to-order process, including people, process, tools, and customer satisfaction.
The team is responsible for the accurate entry of purchase order and/or Service Contract information from the sales team or directly from Zebra's customers into Zebra's system.
They act as a subject matter expert on all matters related to the product and/or service contract orders, responding to inquiries from management, Zebra's sales teams, and the customer.Responsibilities:
• Oversees the work of a small to mid-size team of individuals executing order entry / administrative work – often in a single site or geography.
Selects, trains, coaches, and manages the performance and development of the team.
• Drives execution against service level agreements and reports results to management as required.
• Acts as primary point of contact for internal and external audits on product and/or service contract order administration.
Owns the teams' compliance against internal process/policy as well as external regulations.
• May retain responsibility for entering orders into the system and other individual contributor level work in tandem.
Assigned accounts are likely to include complex contracts with variable billing arrangements or multi-contract consolidation requirements.
Accounts may also include multi-site, multi-product arrangements, custom offerings, prorating, or key customers.
• Assigns and oversees special project work to OXR I, OXR II, or Senior level team members.
• May run routine meetings with key customers or internal stakeholders leveraging web-based meeting technologies and using facilitation skills to effectively manage the meeting to successful outcomes.
• Designs and works with IT and/or reporting team to configure reports that provide insight to performance and drive decisions.
Perform analysis/interpretation of order data at the customer, regional, or product line level for internal use or for the customer.
• Drives process/service improvement through identification of opportunity areas, engagement of the team, and leveraging external best practices.
• Acts as escalation point to team in resolving complex issues or addressing difficult customer situations.
• May participate as a presenter in routine business updates or with the customer representing service contracts team and acting as SME.
• Adheres to OEX customer strategy, leads by example, and follows our customer principles.Qualifications:
Minimum Education : Bachelor's Degree or equivalent vocational qualification/experienceMinimum Work Experience (years) : 5 - 8 yearsKey Skills and Competencies:
• Strong data entry skills with attention to detail / quality
• Strong process adherence
• Fluent level of English (written and verbal) as well as local language as applicable
• Intermediate level skills in Microsoft business applications including Word, Excel, and Outlook
• Customer service values/orientation
• Expert knowledge of order entry policies and processes, including treatment of novel/unorthodox issues
• Advanced knowledge of the region and/or product lines supported
• Strong leadership skills coupled with a desire and ability for continuous learning/self-development
• Intermediate level prioritization skills
• Role model level professional work behaviors (attendance, teamwork, time management)
• Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
• Intermediate problem-solving skills
• Intermediate presentation skillsPosition Specific Information
Travel Requirements:
Able to telework - Yes
Physical requirements and working conditions will vary by position and should be described as appropriate.#J-18808-Ljbffr