Order Management Representative

Summary

The Order Management Representative is responsible for ensuring orders are properly received, correct and processed in a timely manner.  They provide initial order confirmation to the customer.  They work directly with customers via phone and email to receive orders and ensure that Hyperion’s systems are properly set up for receiving the order.  They work with internal stakeholders to confirm account setup, product setup and pricing before entering orders.  They occasionally are involved in updating customers of their order status or of any pending delays.

Essential Duties and Responsibilities

• Receives customer orders via the customer directly, from the sales rep, from a customer portal or from eCommerce.
• Ensures that all information is properly entered in ERP to be able to execute the customer order.
• Verifies customers who place orders are properly set up in M3 as a customer, and coordinate with stakeholders where necessary to ensure new customer setup is completed.
• Verifies product setup for new and existing product purchases.  If products are not set-up, coordinate with the PUs to ensure that products are properly set-up for execution.
• Verifies customer pricing is setup for the products that are on the purchase order, and coordinate setup with the business where necessary.
• Assesses which is the appropriate order flow and manage the order entry process to ensure accurate transactions across business entities.
• Confirms that customer purchase orders conform to our requirements and verify their accuracy against the customer pricing and/or quotation.
• Delivers the initial order confirmation to the customers.
• Supports with processing transactions from eComm portal where appropriate.
• Resolves customer claims following PU review, with (e.g) credit and re-bills.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Work Experience

• High School Diploma, BS Degree in Communications, Operations, Business, Sales or Engineering preferred.
• 3-5 years of experience in customer service or other customer-facing role

Technical Skills/Physical Requirements

• Experience in Oracle and M3 or similar system a plus
• Self-starter, highly motivated with excellent business-wide communication skills.
• Ability to work self-directed and prioritize a wide range of projects or requests on an ongoing basis.
• Fluent in English.
• Proficient computer skills.  Familiarity with Microsoft Office Suite.
• Ability to quickly acquire knowledge of technical products.
• PC/desk work including reading/typing.  Ability to work flexible schedules/extended hours on occasion to collaborate with partners in Europe and Asia. Occasional travel to visit customers or consultants.  
• Ability to travel <5% of the time.