Order Experience Manager
hace 1 semana
About Zebra Technologies
Zebra Technologies is a leading provider of enterprise-level technology solutions that help businesses run more efficiently and effectively. Our innovative products and services enable organizations to improve their operations, enhance customer experiences, and drive growth.
Job Summary
We are seeking an experienced Order Experience Manager to join our team. As a key member of our Order Experience organization, you will be responsible for overseeing the work of a moderately sized team of individuals executing order entry and administrative tasks. Your primary focus will be on ensuring the accurate entry of purchase orders and/or service contract information from the sales team or directly from our customers into our system.
Key Responsibilities
- Oversee the work of a team of order entry and administrative staff, providing guidance and support as needed.
- Select, train, and manage the performance and development of team members.
- Determine business priorities and strategic objectives for the region, aligning individual performance goals to support achievement.
- Drive execution against service level agreements and report results to management as required.
- Act as primary point of contact for internal and external audits on product and/or service contract order administration.
- Own the team's compliance against internal processes and policies, as well as external regulations.
- 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.
- Lead or participate in process/service improvement initiatives, identifying opportunity areas and engaging the team to drive adoption of new technologies, work methods, or tools.
- Takes proactive action to stay informed about Zebra's business and the customers' needs, educating the team to provide context and meaning to work.
- Acts as escalation point to the team in resolving complex issues or addressing difficult customer situations.
- May participate as a presenter in routine business updates or with the customer, representing the service contracts team and acting as a subject matter expert.
Qualifications
- Minimum education: Bachelor's degree
- Minimum work experience: 6 years
- 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
- 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 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)
- Strong problem-solving skills
- Strong presentation skills
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