Order Management Team Lead

As part of the Tektronix CustomerFirst strategic pillar the Order Management (OM) Team Lead role as oftentimes the first contact a customer has with Tektronix is critical. This role enables high customer retention and is a key influencer of purchasing decisions.

As a OM Team Lead you are responsible for ensuring highest quality customer interactions. You will serve as a liaison between departments and advocate customer needs and issues. You will help coordinate and support other order management team members activities. You will soon become an expert in all things Tektronix while always ensuring compliance with Tektronix business practices. You will use active listening skills to determine the needs and interests of potential and existing customers thus maximizing their delight with Tek and optimizing their revenue potential at the same time.

As the frontline of Tek OM Team Leadssatisfy customer needs that range from recommending the most appropriate product helping with software installation performing parts research relaying (and expediting) order status and working with logistics and manufacturing.

We are seeking an Order Management Team Lead to join our team in Beaverton OR to support our Americas sales operations.

Essential Capabilities (knowledge skills abilities & personal attributes)

• Experience in a customer success function or as a Customer Service rep. The ideal candidate is fulfilled when their customer finds success using a service/product theyve helped with.
• Demonstrated customerfirst attitude. High motivation and desire for continuous improvement and learning required.
• Ability to partner with technical sales force to become their trusted partner.
• Capability to maintain and review visual management and key performance indicators to monitor team performance using tools such as Microsoft Excel PowerBI or Oracle Analytics Cloud
• Utilizes process mindset to review and optimize process and effectively manage changes
• Experience navigating in Oracle or other similar ERP systems to create quotes and enter orders plus Dynamics or other similar CRM systems is desired.
• Exceptional verbal and written communication skills with the ability to effectively multitask in a fastpaced environment.
• Outstanding organizational skills with attention to detail
• Flexibility within team environments

Job Requirements

• Coordinate work of direct order management team to delight customers
• Reviews daily management with order management team to ensure orders are managed from booking holds management and through shipment
• Drives OM process & policy improvement through project work & partnership with stakeholders
• Sustain policy and process through standard work creation and maintenance
• Participates in technology testing & deployment
• Serve as a subject matter expert for deployment of new OM capabilities
• Supports direct customer contractual reporting obligations
• Performs analysis to drive insights and process improvement
• Onboards and trains new team members
• Supports team during peak periods by:
  • Responding to internal and external customer inquiries
  • Quickly and accurately creating quotes and booking orders
  • Proactively tracking order status and notifying the customer of delays
  • Completing export compliance screening as needed
  • Identifying &creating leads from customer interactions
• Collaborates with field sales credit logistics and supply chain to solve problems on orders and improve processes to deliver a great customer experience

Work Experience

• 35 years working in customer success customer service technical support or inside sales
• Experience with Oracle preferred
• Experience with MS Dynamics 365 preferred

Education

• Bachelors degree in business administration preferred
• A high school diploma or equivalent with appropriate experience will be considered

Additional Details

All employment offers are contingent upon successful completion of our preemployment drug screening and background/criminal check. Tektronix is an equal opportunity employer. Tektronix does not discriminate based on race color religion sex sexual orientation national origin age physical or mental disability (if the individual can perform the essential functions of the position with reasonable accommodation) pregnancy childbirth or related medical condition veterans status or any other status protected by applicable federal state or local law. Candidates with less education/experience may be considered for other opportunities.