Order Experience Representative Lead

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 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 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.
What We're Looking For:
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. 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.
Essential Duties and 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 the 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
Minimum Education or Equivalent:
High School Diploma or equivalent
Minimum Work Experience:
4+ years of experience
Key Skills and Competencies:
English fluent - written and verbal
Advanced skills in Microsoft applications - Word, Excel and Outlook
Strong customer service orientation
Role model professional work behaviors (attendance, teamwork, time management)
Strong process foundations / adherence
Attention to detail / quality
Advanced problem solving skills
Intermediate presentation skills
Expert knowledge of Zebra OEX policy and process
Strong experience and capability in driving continuous improvement and innovation
Position Specific Information:
Travel Requirements: Up to 10%
Able to Telework?: Hybrid
Physical Demands:
Sedentary work that primarily involves sitting or standing
Benefits:
We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.
Job Posting Statement:
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 @zebra.com 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.
AI Technology Statement:
Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.