Order Experience Representative

**Remote Work: Hybrid****Overview**: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 unique 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.The Order Experience (OEX) organization is responsible for all aspects of customer care related to thequote-to-order process, including people, process, tools and customer satisfaction.The team is responsible for the accurate entry of hardware purchase orders, repairs service contracts,or as a service software contracts.Received directly from our internal sales team, or Zebra's customersvia electronic channels, or submitted manually.service/software contract orders, responding to inquiries from customers and internal Zebra teams.**Responsibilities**:- Enters new product order data into the system, ensuring data accuracy and process adherence.Assigned accounts may include complex contracts with variable billing arrangements and/ormulti-contract consolidation requirements.Orders may also include multi-site, multi-productarrangements, custom offerings or prorate activities.- 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 againstservice-level agreements.- Provides price quotes on request.- Ensures proper recording, tracking, and filing of all assigned orders according to commitmentdates.- Responds to customer or internal inquiries regarding order status, invoices, etc.- Coordinates with other internal departments to drive issue resolution regarding order status,invoicing, shipping dates, product availability, discounts, quality issues, damaged or mis-shippedproducts, etc.- May act as a process expert, trainer or mentor to OXR.I, OXR.II and Senior OXR level teammembers.- May act as a representative of the team in cross-functional projects.- May run routine meetings with key customers or internal stakeholders leveraging web-basedmeeting technologies and using facilitation skills to effectively manage the meeting to successfuloutcomes.- May generate reports and perform simple analysis/interpretation of service order data at thecustomer, regional or product line level for internal use.- Contributes to process /service improvement through identification of opportunity areas andproactive contribution to improvement discussions.- Engages management as required for assistance in addressing new or complex issues.- May contribute to the selection of new team members and performance assessment/evaluationof OXR.I, OXR.II and Senior OXR level team members.- Acts as an escalation point to OXR.I, OXR.II and Senior OXR level team members in resolvingcomplex issues or addressing difficult customer situations.- May act as an interim supervisor during periods of absence or as directed by the Supervisor.- May participate as a presenter in routine business updates or with the customer representingOEX team and acting as SME.**Qualifications**:**Required Qualifications**:- High School or equivalent- 4 - 6 years of customer service, order management experience.- Fluent level of English (written and verbal) as well as local language as applicable**Preferred Qualifications**:- Strong data entry skills with attention to detail/quality.- Strong process adherence.Outlook.- Customer service values/orientation.- Expert knowledge of Order Admin 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.- Intermediate presentations skills.**Hybrid role: Condesa, CDMX