Remote Work: Hybrid

Overview: At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.
Let’s create tomorrow together.

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.
They act as a subject matter expert on all matters related to the product and/or service contract
orders, responding to inquiries from management, Zebra’s sales teams and the customer.

Responsibilities:

• Oversees the work of a small to mid-size team of individuals executing order entry /
administrative work – often in a single site or geography. Selects, trains, coaches and manages
the performance and development of the team.
• Drives execution against service level agreements and reports results to management as required.
• Acts as primary point of contact for internal and external audits on product and/or service contract
order administration. Owns the teams’ compliance against internal process / policy as well as
external regulations.
• May retain responsibility for entering orders into the system and other individual contributor level
work in tandem. Assigned accounts are likely to include complex contracts with variable billing
arrangements or multi-contract consolidation requirements. Accounts may also include multi-site,
multi-product arrangements, custom offerings, prorating or key customers.
• Assigns and oversees special project work to OXR I, OXR II or Senior level team members.
• 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.
• Designs and works with IT and/or reporting team to configure reports that provide insight to performance and drive decisions. Perform analysis / interpretation of order data at the customer, regional or product line level for internal use or for the customer.
• Drives process / service improvement through identification of opportunity areas, engagement of
the team and leveraging external best practices.
• Acts as escalation point to team in resolving complex issues or addressing difficult customer situations.
• May participate as a presenter in routine business updates or with the customer representing service contracts team and acting as SME.
• Adheres to OEX customer strategy, leads by example and follows our customer principles.

Qualifications:

Minimum Education: Bachelor’s Degree or equivalent vocational qualification/experience

Minimum Work Experience (years): 5 - 8 years

Key Skills and Competencies:
• Strong data entry skills with attention to detail / quality
• Strong process adherence
• Fluent level of English (written and verbal) as well as local language as applicable
• Intermediate level skills in Microsoft business applications including Word, Excel and
Outlook
• Customer service values / orientation
• Expert knowledge of order entry policies and processes, including treatment of novel /
unorthodox issues
• Advanced knowledge of the region and / or product lines supported
• Strong leadership skills coupled with a desire and ability for continuous learning / self-development
• Intermediate level prioritization skills
• Role model level professional work behaviors (attendance, teamwork, time management)
• Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
• Intermediate problem-solving skills
• Intermediate presentation skills

Position Specific Information
Travel Requirements: <10% of the time

Able to telework - Yes

 

Physical requirements and working conditions will vary by position and should be described as appropriate.

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.