Order Process Analyst
2 months ago
Alvaria employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history we have empowered employees by creating an inspired community that values Urgency, Accountability and Results. Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.
From the merger of two leaders in the CX space, ASPECT Software and Noble Systems, comes ALVARIA. A new global force delivering leading edge Customer Experience and Workforce Engagement software as well as cloud services technology solutions for enterprise Contact Centers. We blend the agility of a start-up mentality with the stability of an established enterprise, challenging the market with renewed thinking and best-of-breed business solutions.
Our solutions simplify and improve the customer and agent experience. Our complete suite of Contact Center and Workforce Engagement & Optimization solutions helps companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable applications for interaction management, IVR/self-service, chatbots/AI, workforce optimization and more, are available on-premises or in any hosted, private or public cloud environment.
Make a Difference
Our people define who we are. The curious, driven, creative, fun individuals who are drawn to ALVARIA bring skills sets and cultural differences from around the world. They love innovation, challenges and empowering our customers to engage seamlessly and efficiently — every member of our team is dedicated to creating amazing customer contact experiences - for our customers and our customers’ customers. If you like developing new solutions and turning big ideas into reality, ALVARIA is the place for you. At ALVARIA, you will work with smart and motivated people to make a difference for the companies we serve.
GENERAL SCOPE & SUMMARY
Ensures all sales orders and renewal quotations are prepared/processed in an efficient and accurate manner and that delivery deadlines are met. Professional: Initiates processes and procedures for new deals. Follows established procedures and policies of managing the order process with complex or high volume orders. Interface with various departments to resolve issues related to configuration, shipping, Bookings Policy compliance, SOX etc. May also have direct customer contact in certain situations.
PRIMARY ROLE & RESPONSIBILITIES
Review and process order packs from Sales to ensure accuracy, timeliness and compliance with Aspect policies. Make recommendations to sales on corrective action required for non-conformity. Generate support renewal quotations or convert existing product quotations developed by sales for shipment Processing of orders within Sales Force & NetSuite ERP system and updating of all relevant fields to ensure accurate hand-offs to supporting organizations ensuring accurate customer entitlement. Ensures all approvals and signatures are in place prior to order booking. Processing of credits, rebills and sales related RMA activity. Manage order holds and backlog for covered area. Understands company specific product/support offerings, pricing policies and programs to ensure accuracy and compliance Possess a good working knowledge of systems and processes and compliance with company policies.SPECIALIZED KNOWLEDGE & SKILLS
Knowledge of any ERP System, Sales Force & NetSuite experience will be preferred. Ability to timely communicate complex information to line management and Sales as needed. Strong customer service, communication and teamwork skills. Professional demeanor to maintain and enhance relationships. Gains exposure to more complex aspects of position, such as SOX compliance, financial accounting rules and product offerings. Demonstrated ability to learn a complex product suite. Ability to use professional concepts and company policies and procedures to solve a variety of problems and contribute to the fulfillment of projects and organizational objectives. Ability to provide solutions to problems of moderate scope where analysis of situation or data requires a review of identifiable factors. May require direction from more senior peers or line management on complex situations.JOB REQUIREMENTS
1 - 2 years of experience with Order Management. Bachelor's degree in relevant field. Ability to pass a background check may also be required. Physical requirements include sitting for long periods of time and working extended hours as needed during quarter end peak volumes. In certain circumstances, local language skills may be required and will be requested as needed-
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