Order Management Representative

This position will support the IJS business unit in a variety of ways and will report to the Senior Manager, Order to Cash. The role is very detailed oriented and requires interaction with our internal Contract Specialist team, Sales Development Managers and EFI customers. This position is responsible for maintaining IJS maintenance contracts, credit issuance administration and processing IJS orders and contracts.

Additional duties include communicating to order fulfillment teams and invoicing orders upon fulfillment. SUMMARY

• Performs entry of customer orders into SAP
• Interacts directly with clients as liaison and advocate to handle a variety of post-sale support functions and transactions
• Resolution of billing inquiries, issues with parts, RMAs, credit claims/disputes, and account management issues
• Order status, product availability, recalls, settlement agreement entitlements, and fulfillment requirements
• Coordinates with other departments as needed to improve service provided to customers
• Additional project activities and other duties as assigned JOB REQUIREMENTS
• 2 + Year experience in a customer care or service-related environment
• Outstanding attention to detail and accuracy
• Excellent communication skills – both verbal and written
• Must have strong interpersonal skills and an ability to work in a team environment
• Ability to provide a premier customer experience – even under challenging circumstances dealing with conflict situations
• Strong problem solving and analytical skills, and competent with numbers
• Time management skills and efficiency are critical
• Knowledge of SAP (mainly the Sales & Distribution module) preferred
• Knowledge of Salesforce.com or other CRM modules is a plus