Job Description

Provide administrative support to the Sales department in relation to client renewal, new client set up and client reporting. Work with the Head of Client Services to assist in the implementation of and efficient adherence to the key processes of the Sales department. Primary customer account focal point responsible for the receipt, review, validation and processing of customer purchase orders. Coordinate order fulfillment activities to achieve on-time delivery and realize company sales plan as well as ensure inventory levels are within company standards. Communicates with customers and internal organizations, in person, telephone, email, and fax to ensure all requirements of programs or individual parts orders are successfully delivered according to customer commitments and expectations.

RESPONSIBILITIES

Account Management/Customer Service Support

• Assisting with the implementation of new client accounts
• Provide support to designated clients through face to face meetings, telephone calls and Video meetings as appropriate
• Client query resolution, delivering an appropriate and timely response on client inquiries from implementation through to service delivery
• Monitoring of client account, ensuring contact details, contractual requirements are up to date and accurate within SFDC
• Participating in client review meetings on client specific activity and utilization with the Account Manager.

ORDER FULFILLMENT

• Receive, review and process customer purchase orders via manual entry into ITC Global systems (SalesForce.com, etc.), and/or customer-owned systems/ supplier portals.
• Process and handle customer purchase orders and track to delivery & implementation.
• Communicate and distribute reports and trend analysis for order and delivery status to internal/external customers as required.
• Maintain all relative order transaction data in ITC’s system of record per internal compliance requirements.
• Analyze and resolve customer account discrepancies working with customers and accounting.
• Coordinate product deliveries with Customs group and third-party suppliers to ensure on-time delivery of customer orders per ITC commitment dates.
• Ensure that all project requirements are adhered to, pursuant to customer and ITC Quality/Delivery requirements.
• Actively monitor and analyze supply/ demand schedules to ensure company sales commitments are supported, as well as maintain a sustained scheduling accuracy of 95% or greater.
• Troubleshoot and resolve all backorder and backlog orders to closure to ensure order fulfillment within OTD established tolerances.
• Coordinate replacement, exchanges, and reverse logistics of defective or lost products out in the field.

CONTRACT COMPLIANCE

• Continuously audit and maintain Customer Profile, Freight Directives and ensure Commercial Terms called out on open orders are 100% accurate, to avoid impacts on deliveries and collections.
• Ensure that incoming customer purchase orders for hardware/software deliverables encapsulate all required Terms and Conditions for order processing.
• Manage “Holds Clearing” of customer purchase orders to ensure there is no impact to HW/SW deliverables and on-time delivery trends.
• Communicate hardware/software delivery schedules to PAC DC’s (Distribution Centers) according to delivery schedules and customer freight directives.
• Track and issue customer incentives, credits and, concessions as required by contract.

COLLECTIONS

• Apply customer specific price lists to orders in conjunction with Finance and Marketing groups during the demand scheduling process to ensure customer billing accuracy.
• Provide Finance support with AR collections by taking the applicable actions to ensure the customer’s account status is at acceptable levels and meets contract requirements.
• Troubleshoot/follow-up on product rejections by customer, product conformity problems, incorrect shipments, Proof-of-Delivery, and QA documentation and take appropriate action to clear in order to mitigate collection road blocks.

DEPARTMENT/MANAGEMENT SUPPORT

• Key Performance Indicator (KPI) reporting to Management team; Holds Clearing, Scheduling Management, Past Due Lines, etc.
• Weekly account(s) status reporting to Management and Program Management Organization.
• Attend and facilitate Supply Chain meetings as required and report out health of program, statuses, and/or issues. Establish corrective action/recovery plan for compromised accounts.

Required Knowledge, Skills, and Abilities

Good understanding of Salesforce.com. Possess excellent communication skills and is able to interact with a diverse multi-level organization and global customer base. Outgoing, self-motivated, well organized and detailed oriented. Creative problem solver and able to resolve conflicts and filter conflicting agendas to determine path forward. Intermediate working knowledge of computers and the use of software packages (Windows, Excel, Word, and PowerPoint). Ability to work independently and make decisions as required with minimum supervision within established processes and procedures. Ability to understand and interpret technical and contractual language. Ability to present to customers via Video in a professional manner. Works on assignments requiring judgment and initiative. Understands implications of work and makes recommendations for solutions. High School Diploma or equivalent. Minimum 4 years’ work experience in a customer service environment. Minimum 2 years’ work experience in satellite or technology industry highly desired. Ability for up to 5% travel domestic and internationally required. Must be able to sit for extended periods of time working at PC using repetitive motion in the operation of a mouse and keyboard.