Order Experience Representative

2 months ago

Brno, South Moravian, Czech Republic Zebra Technologies Full time

Remote Work: Hybrid

Overview:

At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer's and partner's needs and solve their challenges.

Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.

You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We've only begun reimaging the future – for our people, our customers, and the world.

Let's create tomorrow together.

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 hardware purchase orders, repairs service contracts,

or as a service software contracts. Received directly from our internal sales team, or Zebra's customers

via electronic channels, or submitted manually.

The OEX Lead acts as a subject matter expert on all matters related to the product and/or

service/software contract orders, responding to inquiries from customers and internal Zebra teams.

Responsibilities:

  • Enters new product order data into the system, ensuring data accuracy and process adherence. Assigned accounts may include complex contracts with variable billing arrangements and/or multi-contract consolidation requirements. Orders may also include multi-site, multi-product arrangements, custom offerings or prorate activities. May be assigned as primary contact/account representative for a key account / key customer. Meets or exceeds all departmental or individual metrics associated with performance against service-level agreements. Provides price quotes on request.
  • Ensures proper recording, tracking, and filing of all assigned orders according to commitment dates. Responds to customer or internal inquiries regarding order status, invoices, etc. Coordinates with other internal departments to drive issue resolution regarding order status, invoicing, shipping dates, product availability, discounts, quality issues, damaged or mis-shipped products, etc. May act as a process expert, trainer or mentor to OXR.I, OXR.II and Senior OXR level team members. May act as a representative of the team in cross-functional projects.
  • May run routine meetings with key customers or internal stakeholders leveraging web-based

meeting technologies and using facilitation skills to effectively manage the meeting to successful

outcomes.


• May generate reports and perform simple analysis/interpretation of service order data at the

customer, regional or product line level for internal use.


• Contributes to process /service improvement through identification of opportunity areas and

proactive contribution to improvement discussions.


• Engages management as required for assistance in addressing new or complex issues.


• May contribute to the selection of new team members and performance assessment/evaluation

of OXR.I, OXR.II and Senior OXR level team members.


• Acts as an escalation point to OXR.I, OXR.II and Senior OXR level team members in resolving

complex issues or addressing difficult customer situations.


• May act as an interim supervisor during periods of absence or as directed by the Supervisor.


• May participate as a presenter in routine business updates or with the customer representing

OEX team and acting as SME.

Qualifications:

  • High School or equivalent Minimum Work Experience (years)
  • 4 - 6 years Strong data entry skills with attention to detail/quality. Strong process adherence. Fluent level of English (written and verbal) as well as local language as applicable.
  • Intermediate level skills in Microsoft business applications including Word, Excel and Outlook.
  • Customer service values/orientation.
  • Expert knowledge of Order Admin policies and processes, including treatment of novel/unorthodox. issues. Role model-level professional work behaviors (Attendance, teamwork, time management). Strong communication skills (listening, providing clear and concise information, using proper language and grammar). Intermediate problem-solving skills. Intermediate presentations skills. Benefits: 5 weeks of vacation, 5 sick days and 4 volunteer days paid off. Multisport card at a reduced price.
  • Meal contribution. Monthly contribution 800 CZK/month in the form of credits on your Benefit plus card with cafeteria system where you can choose from wide range of activities/benefits from Health, Sports, Travel, Wellness, Development, Culture up to company Language courses.
  • Training and personal development in soft skills and hard skills, access to our internal learning portal and internal career opportunities within Zebra departments.
  • Annual bonuses based on financial results.
  • Yearly salary increases according to individual performance.
  • Employee referral bonus for bringing New Talent to Zebra.
  • Free beverages and fruit days (coffee, tea, milk available in our kitchenette).
  • Life & Pension insurance contribution.
  • New modern and multifunctional workplace at Vlněna Office park in the city centre Discount at our partners (Banks, HP, Dell, Microsoft Office).

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via ) email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.


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