Order Experience Representative, Lead
Current• Process complex SaaS and Raas contract orders and inputting into systems while ensuring data accuracy and process adherence. • Assigned as the primary lead for the SaaS and RaaS order management business units.• Meets and exceeds all metrics associated with performance against service level agreements. • Ensures proper recording, tracking and filing of all assigned orders. • Responds in a timely manner to customer or internal inquiries regarding service contract entitlements, invoices and purchase orders. • Independently and proactively coordinates with Sales, Customer Success and other internal teams regarding order status, invoicing, credits, shipping dates, product availability, quality issues, damaged or mis-shipped product, service repairs, etc • Serve as a process expert and trainer to Team members • A representative of the CPS team in cross functional projects. • Lead 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. • Reporting and performing analysis / interpretation of service order data at the customer, regional or product line level for internal use • Contribute to process / service improvement through identification of opportunity areas and proactive contribution to improvement discussions. • Engages management as required for assistance in addressing new or complex issues. • Adheres to CPS customer strategy, leads by example and follows our customer principles. • Deliver a positive ordering and invoicing experience to our customers and partners • SaaS integration team member
