Order Management Administrator

Who you are

• Five years of experience in an Order Management environment, with an understanding of booking orders in a Term, Billing-in-Arrears, Invoicing, and Credit/Debit transactional environment
• Strong ability to learn variations of standard billing methods
• Strong team player, willing to support teammates at all levels to help the department meet its objectives — including training others and contributing new ideas for improving processes
• Proficiency in Excel (Pivot Tables, Filter, Sort), as many tasks require managing order data files before reviewing them in Salesforce and NetSuite
• Strong attention to detail — as a security company, correctly assigning orders to the proper customer accounts is essential

What the job involves

• This is a full-time temporary role covering a 14-month maternity leave
• Fulfill software license orders using Salesforce and NetSuite
• Follow stated department Service Level Agreements for order fulfillment
• Respond to requests from internal and external customers in a helpful, solutions-oriented manner, escalating to the Team Lead or Director of Order Management when a request is difficult to resolve
• Maintain and keep current business process documents for customers on the Order Management Confluence and Asana platforms
• Actively participate, train, and become proficient in executing new order management processes as they arise
• Manual Order Entry (5% of orders): Convert orders sent by Trading Partners via email, PDF, spreadsheet, or other formats into templated reports for upload into the Order Management system for booking
• Correctly assigning orders to customer accounts in Salesforce to provision licenses for the use of the customer
• Invoicing of all orders approved and ready for invoicing
• Credit notes on orders as required
• Order moves for either incorrectly assigned orders or as instructed by Sales
• Ensure approved orders match the correct Service Start date, researching and correcting discrepancies with assistance from other departments as needed
• Troubleshoot issues such as order loading errors, approval of orders due to technicalities of accounts not yet set up, and any other issues that can result in delays to order approval
• Coverage during team member absences whether that be due to unforeseen unavailability or planned vacation
• Work extra hours at month-end, quarter-end, or during special circumstances affecting booking requirements or customer satisfaction. The last two weeks of March, June, September, and December are vacation blackout periods to ensure all orders are booked
• Support Order Management transactions such as Order Loading, Order Approval, Account Assignment, Credit Notes, Buyback, and Annual Payment scenarios
• Follow up with Trading Partners if missing end-user information is required to book orders
• Collaborate with the Global Sales Operations when required to get accounts set up or revised
• Work on Consumer reporting as assigned
• Work with inter-company departments such as Channel or Sales to resolve issues affecting order booking, even when beyond the scope of outlined tasks, providing subject matter expertise as needed
• Attend Order Management or other internal department meetings to be updated with the information needed to complete current or new tasks or help resolve issues
• Utilize the Helpdesk Process to resolve Order Management System Issues
• Protect the security and privacy of Absolute and its customers
• Take on other projects or tasks as required by the department

Benefits

• Recognition: Competitive pay, exceptional benefits, and matching programs for retirement plans
• Development: Training and career development to help you grow, personally and professionally
• Comfort: Bright, modern offices with ergonomic workspaces, and areas for team collaboration and individual focus
• Inspiration: In-office art gallery, seasonally refreshed with a vibrant selection from British Columbia artists
• Refreshments: Free refreshments, from pastries to popcorn to pizza, and a huge selection of hot and cold beverages
• Health: Onsite fitness classes to burn off calories from the free snacks and keep you mentally sharp
• Connection: Monthly social events and an annual retreat to bring the team together and celebrate our wins
• Balance: Work/life balance with flexible time off and Absolute-sponsored events for the whole family