Order Management Associate (N0498)

Job Summary
This position will work closely with all IEEE Account Managers Inside Sales Reps International Dealers Subscription agents and end user customers on a daily basis in both domestic and International 2025 the Order Management team processed over 5700 orders valued at more than $328M in IEEE revenue

This position reports to the Senior Manager Order Management and functions as an individual contributor. This position must be able to work independently in a fast-paced deadline-oriented environment and is expected to recommend changes in department procedures/processes as well as suggesting improvements to shared processes with departments outside of Customer Operations.

Once trained and deemed proficient in their job the employee may be eligible to work in a hybrid office/remote structure that includes periodic telecommuting in accordance with IEEE and departmental practices. This is subject to change at IEEEs sole discretion

The role provides access to over 75 different online packages and 200 online journals new/renewal online subscription orders. Additionally Order management processes print/single journal subscription titles print claims proforma invoices generates credits and refunds IP amendments cancellations processes trial requests for potential new customers participates in quarterly system testing as well as any other system testing needed throughout the year and may witness document signing and notarize documents.

The individual will be assigned International and Domestic territories that is well over a million dollars in IEEE revenue. Therefore attention to detail and accuracy are critical to the success of this position. This individual will build a strong working relationship with the IEEE Dealers IEEE Account managers IEEE Sales reps as well as other key IEEE departments that include:
Finance and Administration-Credit & Collections
Finance & Administration-Facilities/Distribution
Finance & Administration-Tax Management
All levels of Sales Management
Pubs IT
Product design with new products as well as latest pricing models for existent
IEEE Computer Society
IEEE ComSoc
While periodic overtime will be necessary the influx of orders submitted between October and February will require more significant support to ensure the timely and accurate processing of orders within the monthly and year-end fiscal calendar that will impact the IEEE revenue stream and account manager and dealer commissions


Key Responsibilities

• Dynamic auditing of order submissions to ensure consistent and accurate information necessary to execute 90 decision paths and fields with every order
• Responsible for interacting with all levels of sales and sales management for additional information or escalations if needed
• Protects IEEE intellectual properties by verifying each individual IPv4/v6 address(s) to ensure only authorized users receive access to subscribed content; This process includes verifying the IP(s) in approved software that will determine if the IP domain belongs to the customer; Sets customers online access in our Rightscare software with the given IPs product license(s) term dates to ensure the customer has access to their subscription(s); Rejects and/or questions submitted IP amendments if ownership cannot be validated.
• Reviews purchase orders to ensure they meet IEEE standards and determine if the purchase order needs to be endorsed by a manager or reviewed further through the IEEE legal team; If legal needs to review the Purchase Order works closely with the IEEE Customer Licensing team
• Handles Consortia accounts that may contain hundreds of participating Academia schools; Access may need to be created in several groups to ensure the Academia schools have the proper access to their subscription(s)
• In situations where there is inaccuracy in the submitted order the analyst will make recommendations to the department management whether or not the order should be accepted or rejected
• Conducts monthly Quality Assurance audits for team members
• Meets or exceeds monthly/yearly individual metrics as well as department metrics that has been set by the manager
• On those occasions when working remotely the employee must maintain all quality and productivity standards to maintain hybrid remote eligibility. To that end employees must sign into IEEE systems promptly at the beginning of their assigned shifts and they must remain in continuous communication with their manager and coworkers throughout the business day via the methods made available to them including personal and group chat text email and/or telephone.
• Responsible for in house department procedures to ensure they are up to standards
• Serves as primary tester for new integrations and/or software
• Works on special projects & data reports as needed

Education

• H.S. diploma Req
• Bachelors degree or equivalent experience Pref

Work Experience

• 2-4 years professional experience Req
• Order processing experience Pref

Skills and Requirements

• Demonstrated ability to learn and effectively use computer-based business systems. Prior experience with SalesForce Lightning Siebel Rightscare Vertex and Oracle AR financials are highly desirable
• Knowledge of Microsoft programs especially Word Excel Powerpoint
• Knowledge of Gmail Google Docs and Google Drive
• Positive customer-focused attitude in dealing with a variety of external /internal customers
• Strong organizational skills
• Must be able to effectively collaborate with multiple organizational units
• Ability to handle multiple projects simultaneously and track and report status of each
• Ability to work under pressure in a fast-paced environment
• Strong-time management skills to balance demands and meet deadlines
• Able to work equally effectively in the office as when working remotely (if applicable)
• Positive proactive work attitude and ability to excel in fast-moving work environment with changing priorities
• Cooperative ability to work with other staff to address any issues
• Professional demeanor with the ability to handle confidential material
• Present sensitivity to foreign cultures and mannerisms
• Must be a technologically savvy knowledge worker who seeks out technology solutions challenges
• Must be able to travel less than 5%
• Must be able to work partial evening shifts on a periodic basis to assist staff located in IEEE International offices (Singapore and India)

Other Requirements:
As defined in IEEE Policies individuals currently serving on an IEEE board or committee are not eligible to apply.

PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support this includes all persons in F (both CPT and OPT) J H L or O status.

For information on work demands and conditions required for this position please consult the reference document ADA Requirements. This position is classified under Category I - Office Positions.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts managements right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons.