Manager Order Experience

hace 2 semanas

Valle de Chalco Solidaridad, México ZEBRA A tiempo completo

Remote Work: Hybrid

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve. You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We've only begun reimaging the future – for our people, our customers, and the world. Let's create tomorrow together.

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:
  1. Oversees the work of a moderately sized team of individuals executing order entry / administrative work – often through subordinate supervisors. Often responsible for an entire geographic regions' execution.
  2. Selects, trains, coaches, and manages the performance and development of the team.
  3. Determines business priorities and strategic objectives for the region. Aligns individual performance goals to support achievement.
  4. Drives execution against service level agreements and reports results to management as required.
  5. 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.
  6. 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.
  7. Leads or participates in process / service improvement through identification of opportunity areas, engagement of the team and leveraging external best practices. Responsible for driving adoption of new / updated technologies, work methods or tools in assigned territory.
  8. Takes proactive action to stay informed about Zebra's business and the customers' needs. Educates the team to provide context and meaning to work.
  9. Acts as escalation point to team to resolve complex issues or address difficult customer situations.
  10. May participate as a presenter in routine business updates or with the customer representing service contracts team and acting as SME.
  11. Adheres to OEX customer strategy, leads by example and follows our customer principles.
Qualifications:

Minimum education: Bachelor ́s degree
Minimum Work Experience: (6 years of experience)

Key Qualifications:

  • 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.
  • Advanced skills in Microsoft business applications including Word, Excel, PowerBI, 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.
  • Strong 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).
  • Strong problem-solving skills.
  • Strong presentation skills.

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via official accounts. Applications are only accepted through our applicant tracking system and personal identifying information is only accepted through that system. Our Talent Acquisition team will not ask for your personal identifying information via email or outside of the system. If you are a victim of identity theft, contact your local police department.


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