A Client Order Specialist will besupporting the Sales, Account Management, and Service teams with pre-contracttasks, such as creating accounts and entering opportunity and quote informationinto relevant systems.
He / she will own the order-to-bill processes - meetingrequirements in an accurate and timely manner, and providing expertise tointernal and external customers in all related matters, thereby deliveringcustomer satisfaction, while ensuring that the company's goals and objectivesare met.
Furthermore, the Sales Support Analyst enhances the customerexperience of billing issues, through owning billing query resolution andworking within agreed processes to ensure issues are resolved promptly and thatclients are satisfied.
As Client Order Specialist, youwill have contact with colleagues from several different departments such asSales, Service, Legal, and Finance, along with external clients.
The purpose ofthis position is to provide expert advice and support our many client facingdepartments.
In supporting the Sales & Service Teams,the Client Order Specialist should :
Be responsible for all necessaryand common activities concerning creating and approving accounts, assistingwith opportunities, approvals, contracts, contract negotiations, and accuratelyentering information into systems in a timely manner;
Provide expertise andunderstand cause and effect of actions and system limitations to meet clientexpectations;
Partner with Account Management Team onspecific client cases to understand client asset portfolio and billing;
Be a Subject Matter Expert forjunior team members and other teams supported;
Be a project point person, workingclosely with managers;
Conduct system testing and providefeedback to system and process stakeholders.
In managing and administering theOrder-to-Bill process, the Client Order Specialist should :
Be accountable for adhering to SOXcompliance, Business Controls, and SLAs;
Be responsible for ensuring thatapprovals are in place;
Confirm all documentation is inorder before sending for countersignature;
Obtain information required toprocess orders;
Initiate order fulfilment andmonitor billing to ensure information is correct;
Manage cancellation notices andinput them through the system.
In owning Billing Query resolutions, theClient Order Specialist should :
Be resourceful when undertakingresearch and take the necessary corrective actions according to the applicableguidelines, and process credits / rebills where required;
Coordinate with other internalteams where needed, and updates requestor on process of queries;
Field client billing queries viaphone and email, co-ordinate resolution with stakeholders, provide clients withregular updates until resolution is met.