Sr Rep, Customer Order Management

External Qualifications 

• BA/BS degree  

• U.S. customer relationship management experience, preferred 

• Intermediate analytical, problem solving, critical thinking and proactive investigative skills 

• Strong communication skills (verbal & written) 

• Ability to follow SOPs and pays attention to details 

• Intermediate Excel and Outlook skills 

• Basic SQL knowledge - ability to run and modify queries 

• Ability to process data entry work in multiple systems and applications (i.e. TMS, SalesForce, SAP, etc.) 

• Ability to work in a collaborative environment and train and coach others 

• Ability to handle a fast-paced transactional environment 

• 3+ years experience in related field 

Internal Qualifications 

• BA/BS degree preferred

• Achieved a minimum of Meet/ 3.0 on the last performance rating

•  No PIPs; No DAs or ongoing prescriptive period

• Basic SQL knowledge - ability to run and modify queries 

• Ability to process data entry work in multiple systems and applications (i.e. TMS, SalesForce, SAP, etc.) 

• Ability to work in a collaborative environment and train and coach others 

• Ability to handle a fast-paced transactional environment 

• 3+ years experience in related field 

What is expected of you and others at this level? 

• Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments 

• In-depth knowledge in technical or specialty area 

• Applies advanced skills to resolve complex problems independently 

• May modify process to resolve situations 

• Works independently within established procedures; may receive general guidance on new assignments 

• May provide general guidance or technical assistance to less experienced team members 

Job Responsibilities and accountabilities 

• Follows a decision tree that ranks data elements in order of success rate when determining the owner of a transaction (Billing Group, address, etc) 

• Assign a Billing Group, facility, and a package direction to each shipment 

• Fixes common problems such as vendors using the wrong account number 

• Sends back matched transaction to GMT for auditing 

• Research unmatched customer shipment transactions in order to identify appropriate PO# and/or cost center allocation detail, in order for transaction to be invoiced to customer  

• Research exception lines - Identify and root cause customer specific behaviors 

• Develop solution(s) to fix issue(s) 

• Participate in daily/weekly billing team meetings to review metrics, open issues etc.  

• Maintain team atmosphere conductive to a productive and positive work environment while achieving job responsibilities and goals  

• Demonstrates knowledge of financial processes, systems, controls, and work streams. 

• Demonstrates experience working collaboratively in a finance environment coupled with strong internal controls. 

• Possesses understanding of service level goals and objectives when providing customer support. 

• Demonstrates ability to respond to non-standard requests from vendors and customers. 

• Possesses strong organizational skills and prioritizes getting the right things done.