Administrator I, Customer Engagement
The Customer Engagement Administrator plays a pivotal role in local support of the national sales organization. The primary objective of the Customer Engagement Administrator is to act as a local resource to provide knowledge and support on use of tools and processes used every day by the sales organization. The Customer Engagement Administrator position removes the internal and customer sales process from the sales rep once the contract is signed. They coordinate all post signature sales activities to ensure proper sales execution and to remove administrative tasks from the Sales Reps.
RESPONSIBILITIES:
Supports sales with lease trade-up requests
Supports Sales with credit application requests
Supports Sales with Business Partner requests- new and changes
Support Sales with Data gathering and portfolio management
Coordinate agreement approvals and legal requirements
Supports deal structure and selection
Prepares order documents in Salesforce
Submits and enters revenue generating sales orders (Cash, Leases, Rentals, Refin. and Cr.& Rebills
Performs sales order audit and validation
Actions sales order deficiencies
Engages directly with customers for minor agreement adjustments (initials etc.)
Supports Sales and the Delivery team with customer quarterly business reviews (QBRs)
Provides order status and tracking to Sales and customer, as applicable
Supports and coordinate customer delivery requirements with Supply Chain
Provides back-order reporting and ETA by working closely with Supply Chain
Manage and process all miscellaneous orders (one off removals, relocations, wholesale, BT, ITAs')
Provides customers with copies of invoices and agreements, as requested
Coordinate customer disputes with the Shared Services team
Works in a shared mailbox to manage requests
Provides local support for basic user issues with SFDC and other sales related systems and processes
Serve as a central point of contact and support for the sales rep for post sales order-related issues
Assists customers with equipment relocation needs.
Assists with service reporting
Suggest ways to improve processes on an ongoing basis to drive efficiency and effectiveness
Liaison with other departments such as contracts, supply chain, AR, MDS/RMS, Leasing, Service Delivery to resolve issues for customers
CRS Support and resolution (investigate, follow-ups, obtain approvals)
Assists in execution of national sales programs and events locally.
Other duties as assigned by manager
EDUCATION & EXPERIENCE:
Post-Secondary Education (minimum 3 years) and/or relevant experience
Minimum of 3 years of customer support/customer service-related experience
Minimum of 3 years of billing/order-support experience is preferred
SKILLS:
Demonstrated proficiency with Baan and Salesforce.com (or experience with other CRM/Order platforms)
Demonstrated proficiency with Office 365 applications including Word, Excel and PowerPoint
Strong interpersonal skills; comfortable working with all levels of Management and key stakeholders
Excellent verbal and written communication skills
Ability to work in a time sensitive and deadline driven environment
Flexible and adaptable
Customer service focused
Independent and self-motivated
