What are the responsibilities and job description for the Order Management Account Representative position at Garmin?
Overview
We are seeking a full-time Order Management Account Representative in our Olathe, KS location. In this role, you will be responsible for direct, day-to-day contact with OEM and Dealer accounts, managing purchase requests to successful delivery as well as establish and maintain strong relationships with external customers and various internal partners.
Essential Functions
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits
We are seeking a full-time Order Management Account Representative in our Olathe, KS location. In this role, you will be responsible for direct, day-to-day contact with OEM and Dealer accounts, managing purchase requests to successful delivery as well as establish and maintain strong relationships with external customers and various internal partners.
Essential Functions
- Analyze program progress and provide summaries, ensure compliance with contract & program guidelines, forecast, and track developmental program costs
- Ensure communication is timely/accurate as it relates to orders, shipments, applications, sales promotions, and new products and communicate effectively at all levels/facilitate problem-solving across inter-departmental teams
- Manage the outlined order process and communicate with Order Analysts, Production, Sales, Shipping, Application Analysts, Warehouse, Finance and any other personnel needed to assist in successful order delivery
- Initiate order entry into Oracle via EDI, DRC, downloads from customer portals, or manual data entry, verifying requests match Oracle order information and resolve any variances with the customer as needed
- Answer and handle customer phone calls, emails and chats to ensure customer requests are processed in a timely, accurate, and satisfactory way
- Inform customer of unit prices, shipping dates, inventory availability, anticipated delays, and any additional needed information
- Follow up on customer requests, inquiries, and complaints in a timely manner and lead inter-departmental teams to identify/resolve issues
- Submit shipping discrepancy forms as needed for damaged / incorrect parts, missed delivery dates, etc.
- Issue Return Material Authorizations and credit / debit memo’s when applicable
- Transmit routine requests for payments or advise Finance if further investigation is required (as assigned)
- Partner with Garmin Sales staff in meeting customer expectations
- Manage order process to ensure Garmin is in contract compliance and communicate with necessary departments when questions / concerns arise
- Analyze program progress and provide summaries, compile statistics, and prepare reports for Management, Finance, Marketing, and others as required
- Calculate claim or rebate amounts on specified accounts
- Accept/complete projects, attend meetings and training sessions and other miscellaneous department duties as assigned
- Maintain knowledge of Garmin products and various documentation requirements (ex. aviation 8130 tags, certificate of conformance, customer routing guides etc.)
- Maintain knowledge of current marketing programs and how to administer them
- Represent Garmin at industry and professional meetings, trade shows and conferences when required with minimal travel opportunities
- Bachelor’s Degree AND a minimum of 1 year relevant experience OR a minimum of 5 years equivalent combination of education and relevant experience
- Experience working in a fast-paced, account or project management / customer service environment
- Demonstrated strong and effective verbal, written, and interpersonal communication skills
- Skilled in working with inter-departmental teams to define processes and resolve issues
- Proficient using Microsoft Office Suite
- Must be positive, detail/team oriented, a driven problem solver, multi-tasker, and self-starter with the ability to prioritize and work proactively/effectively in a fast paced, deadline-driven environment with proven success in solving difficult problems
- Fully knowledgeable in all aspects of order entry system with a thorough understanding of Oracle
- Order administration experience in a business-to-business environment
- Electronic Data Interchange (EDI) experience
- Experience leading account or project management teams; facilitating troubleshooting / problem-solving activities
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits