Sr Rep, Customer Order Management

External Qualifications

• BA/BS degree

• U.S. customer relationship management experience preferred

• Intermediate analytical problem solving critical thinking and proactive investigative skills

• Strong communication skills (verbal & written)

• Ability to follow SOPs and pays attention to details

• Intermediate Excel and Outlook skills

• Basic SQL knowledge - ability to run and modify queries

• Ability to process data entry work in multiple systems and applications (i.e. TMS SalesForce SAP etc.)

• Ability to work in a collaborative environment and train and coach others

• Ability to handle a fast-paced transactional environment

• 3 years experience in related field

Internal Qualifications

• BA/BS degree preferred

• Achieved a minimum of Meet/ 3.0 on the last performance rating

• No PIPs; No DAs or ongoing prescriptive period

• Basic SQL knowledge - ability to run and modify queries

• Ability to process data entry work in multiple systems and applications (i.e. TMS SalesForce SAP etc.)

• Ability to work in a collaborative environment and train and coach others

• Ability to handle a fast-paced transactional environment

• 3 years experience in related field

What is expected of you and others at this level

• Effectively applies knowledge of job and company policies and procedures to complete a variety of assignments

• In-depth knowledge in technical or specialty area

• Applies advanced skills to resolve complex problems independently

• May modify process to resolve situations

• Works independently within established procedures; may receive general guidance on new assignments

• May provide general guidance or technical assistance to less experienced team members

Job Responsibilities and accountabilities

• Follows a decision tree that ranks data elements in order of success rate when determining the owner of a transaction (Billing Group address etc)

• Assign a Billing Group facility and a package direction to each shipment

• Fixes common problems such as vendors using the wrong account number

• Sends back matched transaction to GMT for auditing

• Research unmatched customer shipment transactions in order to identify appropriate PO# and/or cost center allocation detail in order for transaction to be invoiced to customer

• Research exception lines - Identify and root cause customer specific behaviors

• Develop solution(s) to fix issue(s)

• Participate in daily/weekly billing team meetings to review metrics open issues etc.

• Maintain team atmosphere conductive to a productive and positive work environment while achieving job responsibilities and goals

• Demonstrates knowledge of financial processes systems controls and work streams.

• Demonstrates experience working collaboratively in a finance environment coupled with strong internal controls.

• Possesses understanding of service level goals and objectives when providing customer support.

• Demonstrates ability to respond to non-standard requests from vendors and customers.

• Possesses strong organizational skills and prioritizes getting the right things done.

• This project under OFL will run until April 2027. Upon completion of the project period there may be an opportunity for redeployment to another segment.