Order Experience Representative (MX), Senior at Zebra Technologies

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.

Essential Duties and Responsibilities

• Enters new product and/or service contract order data into the system, ensuring data accuracy and process adherence. Assigned accounts may include complex contracts with variable billing arrangements or multi-contract consolidation requirements.
• May be assigned as primary contact / account representative for a key account / key customer.
• Meets or exceeds all departmental or individual metrics associated with performance against service level agreements.
• Provides price quotas on request.
• Ensures proper recording, tracking and filing of all assigned orders.
• Responds to customer or internal inquiries regarding service contract entitlements, invoices and purchase orders.
• Independently coordinates with other internal departments regarding order status, invoicing, credits, shipping dates, product availability, quality issues, damaged or mis-shipped product, service repairs, etc.
• May act as a process expert, trainer or mentor to Admin I and Admin II level team members.
• May act as a representative of the OEX team in cross functional projects.
• 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.
• May generate reports and perform simply analysis / interpretation of service order data at the customer, regional or product line level for internal use.
• Contributes to process / service improvement through identification of opportunity areas and proactive contribution to improvement discussions.
• Engages management as required for assistance in addressing new or complex issues.
• Adheres to OEX customer strategy, leads by example and follows our customer principles.
• Delivers a positive ordering and invoicing experience to our customers and partners.

Minimum Education

• High School or equivalent

Minimum Work Experience (years)

• 2 – 4 years

Key Skills and Competencies

• Strong data entry skills with attention to detail and 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. Advanced knowledge of Order and contract policies and processes, including treatment of novel / unorthodox issues.
• 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.
• Solid professional work behaviors (attendance, teamwork, time management).
• Strong communication skills (listening, providing clear and concise information, using proper language and communication channels).