Description

POSITION TITLE: Order Management Specialist DEPARTMENT: Consulting & Training North America

FLSA CLASSIFICATION: Exempt

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Business Manager, Director, or VP

POSITIONS SUPERVISED: None

The Order Management Specialist is responsible for ensuring company CRM is updated and accurate, orders and contracts are reviewed and processed in accordance with the company's standard policies and procedures, and the company accounting system accurately reflects all sales bookings, in accordance with the company’s standard policies and procedures. Successful execution in this role will ensure that the company has accurate CRM data with which to make decisions, contracts are processed quickly and with the company's risk management policy upheld, and orders can be easily tracked from CRM to P21

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Manage the order acceptance process

• Manage the contract signature process

• Review executed contract and order forms when necessary for completeness, accuracy, and

compliance with the order acceptance policies.

• Ensure all documentation is in compliance with revenue recognition and other company policies

• Ensure accuracy of booking numbers and sales commission numbers in our CRM & ERP systems

• Reconcile variances with the Finance teams (FP&A, Revenue Recognition)

• Drive standardization, simplification, and automation to increase efficiency and scalability

• Quickly develop and maintain a strong knowledge of the products and services

• Collaborate with Sales to provide training on order processes to the field

• Primary contact for all questions from all sources about contract documentation and customer

account details and status

• Manage prospect and customer accounts in CRM

• Manage timing and resolution of renewal opportunities (in conjunction with Account Executive)

• Ensure that customer contract records in CRM are accurate, making manual adjustments where needed

• Research customer contract in response to requests from the field or support.

• Maintain contracts repository for all customer and partner contractual documentation.

PERFORMANCE MEASUREMENTS

1. Reports are accurate, neat, and promptly completed.

2. Inquiries are courteously and expeditiously attended to.

3. Good business relations exist with colleagues and with customers.

4. A professional image is projected and maintained.

Qualifications

EDUCATION/CERTIFICATION:

• Bachelor’s degree in finance, Law, Business Administration, or related competency

• 5 years of experience in Order Management, Deal Desk, Sales Finance, and/or Sales Operations; experience with HubSpot a plus

• 3 years of experience in dealing with commercial contracts (SaaS industry a plus)

REQUIRED COMPETENCIES:

• Ability to drive initiatives and projects. Forecast issues and tasks, provide solutions under limited to no supervision while adhering to timelines.

• Strong customer service focus, written and verbal communication skills, and experience in interacting with senior leadership

• Ability to work in a fast-paced, high-pressure environment

• High proficiency in MS Office (Excel, Word, PowerPoint)