The Customer Order Management Specialist position is responsible for leading the efforts of customer care and order management. The team supports external customer accounts, dealers, and Leica's direct sales team.
Your Responsibilities:
ORDER ENTRY:
Accountable for reviewing purchase orders for accuracy and to ensure legal, financial, and operational guidelines are met
Processing of orders accurately and efficiently
Adherence to all company compliance policies
Raise awareness to and report all potential compliance risks or misses to manager and finance leadership team
BACKLOG ORDER MANAGEMENT:
Responsible for backlog execution for a territory relevant to what is in regional control
Regular review of backlog reports and action items for moving aged orders to revenue in a compliant way
Problem-solve delivery issues and track orders to delivery
Coordinate between customers, 3rd party, regional, and global teams to align on customer room readiness prior to shipping
Raise awareness of potential revenue risk situations and take steps within control to mitigate risk
Knowledge of T&C business guidelines
PHONE SUPPORT:
6+ hours logged into Teams phone queue
93%-95% presented calls handled
DATA ANALYSIS/PROJECTS:
Uses various continuous improvement tools and data analytics to identify opportunities for improvement and takes initiative.
Contributes to standard work documents
CUSTOMER SATISFACTION:
Exceeds customer needs by identifying and utilizing appropriate team resources
Must be capable of working effectively with Sales Managers, Service members, Engineers, Accounting, and Manufacturing to do whatever is necessary to satisfy customers' needs.
Communicate effectively to process orders, address customer requests, and resolve issues
Consistent follow-up and communication
Required:
5+ years Leica or order management experience
Demonstrated core understanding of SAP system
Relationship Building; Interpersonal and Communication Skills
Financial / Business Acumen
Understanding of dynamics of customer base (Commercial, Government, University, etc.)
Adherence to all company compliance policies
Proficiency in Microsoft Office
Preferred
Education
High School Diploma
Desired qualifications express expectations for ideal/fully proficient candidates; equivalent experience will also be considered.