Order Experience Representative, II

Remote Work : Hybrid

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being a part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You’ll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about – locally and globally. Come make an impact every day at Zebra.

The Order Experience (OEX) organization is responsible for all aspects of customer care related to the quote-to-order process, including people, process, tools and customer satisfaction. The team is responsible for the accurate entry of purchase order and / or Service Contract information from the sales team or directly from Zebra’s customers into Zebra’s system. They act as a subject matter expert on all matters related to the product and / or service contract orders, responding to inquiries from management, Zebra’s sales teams and the customer.

Responsibilities

• Enter new product and / or service contract order data into the system, ensuring data accuracy and process adherence. Assigned accounts may include complex contracts with variable billing arrangements or multi-contract consolidation requirements.
• May be assigned as primary contact / account representative for a key account / key customer.
• Meet or exceed all departmental or individual metrics associated with performance against service level agreements.
• Provide price quotations on request.
• Ensure proper recording and tracking of all assigned orders.
• Respond to customer or internal inquiries regarding order status, invoices, service contract entitlements, etc.
• Independently coordinate with other internal departments regarding order status, invoicing, credits, shipping dates, product availability, quality issues, damaged or mis-shipped product, service repairs, etc.
• Engage management as required for assistance in addressing new or complex issues.
• Adhere to OEX customer strategy, lead by example and follow our customer principles.
• Deliver a positive ordering and invoicing experience to our customers and partners.

Qualifications

Position Specific Information

Telework : Yes

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