Order Administration Manager

Position Summary

• Manage processing, booking, and invoicing of customer purchase orders for product and service offerings from direct customers and distribution/channel.
• Manage team of Order Managers performing the order processing/booking, invoicing, and invoice distribution role.
• Manage team performance and goals related to the role including development and performance
• Responsible for timely and accurate sales order process including, but not limited to, order entry, expediting, price confirmation and enforcement of Export and SOX compliance.
• Support accurate invoice forecasting process
• Responsible for Invoice accuracy and invoice distribution management related to specific customer, regional, or product specific customer invoices
• Responsible for management of disputes and dispute resolution related to specific region, customers, or product invoices
• Provide the highest level of customer service pertaining to customer inquiries regarding order status, invoicing, shipping, licensing issues, lead times, etc.
  
  

• Process customer orders via SFDC and Oracle ensuring validation of PO to quote or proper documentation allowing order to be booked as firm.
• Ensure corporate booking policy is followed.
• Support team in questions, answers, escalations, and problem solving to drive timely and accurate order booking.
• Monitor ORR and incoming orders to facilitate booking timeliness average 1 day
• Excluding RIBBON/executive/customer holds.
• Will include other teams input delays –escalate and get resolution to meet target
• Support process to ensure all Purchase orders are index/assigned timely with no orders aging (not indexed) within 1 days
• Includes working with account manager and customer to utilize Orders mailboxes
• Includes helping order index and assignment as required
• Lead Team in understanding and ownership of booking policy controls including:
• Follow bookings policy guidelines
• Valid orders booked within the current period.
• Multi-year orders booked to correct date
• Cloud Services booking per agreement
  
  

• Ensure all documentation is available (and auditable) to support valid order booking, accurate invoicing, and dispute/credit resolution process
• Documentation clearly supports the appropriate transactions (Booking, Invoicing, Credits)
• Proposals supporting valid orders
• Approved and correct CPQ quotes imported to the order
  
  

• Support team in application of applicable VPA’s to orders
• Support team in application and obtaining associate correct opportunities and quotes to orders
  
  

• Track monthly and quarterly billings forecast accuracy.
• Accurately forecast monthly billings (97%+) at the start of the quarter to support cash modeling requirements.
• Drive team to OM related billing accuracy with a targeted average level of 99%
• Drive 3 months in 2023 with zero Order Management invoicing errors resulting in credit and rebill.
• Drive team to success in the following:
• Correct scheduling of billing events.
• Eliminate past-due billing events.
• OM related billing accuracy with a targeted average level of 99%
  
  

• Ensure the team is set up to review daily customer invoices and determine distribution method. This will also include elimination of mailing the invoices to the customer and running reports to ensure invoices include a email address.
• Eliminate manual release processes.
• Also including Timely entry of invoices in Customer Portals
  
  

• Produce account specific, accurate and timely invoices in accordance with contractual milestones
• Manage invoice milestones and other triggers proactively managing key financial and customer invoicing deliverables
• Initiate timely action on customer invoice claims/disputes in order to resolve payment issues in a timely manner
• Track AR Disputes perform root cause analysis and implement preventive actions, if warranted
• Guide team by monitoring disputes and timely approval to ensure average dispute resolution timing to 2 business days.
  
  

• Review weekly/monthly metrics presenting status, actions, and automation projects to improve metrics.
• Identify and implement other management metrics to support above goals and process improvements
• Identify areas for process improvement identified through normal business issues and gaps.
• Prime and support advance automation implementation processes
• Influence contract agreements to align to standard processes and terms.
• Continue to identify and implement improvements to SFDC and Oracle
• Support the implementation of Cloud order processing
  
  

• Enable the environment, opportunities, and tools to develop and support our team.
• Hold sub team meeting or load leveling meetings to ensure teamwork and consistent load leveling.
• Guide and build a strong team of self-sufficient members
• Support team on all questions for your team addressing all escalations and revenue/invoicing/booking impacting issues within 24 hours
• Cross train on all team lead activities and Management activities to become self-sufficient and be able to provide backup support for others when out of the office.
• Support and drive team members to take on new challenges
• Initiate cross-training
• Cross-train Order Managers to handle accounts across customers and across regions and across accounts where applicable
• Ensure all primary OM activities have been cross trained from both a process and a systems standpoint
• Promote monthly team building exercises
• Encourage staff to participate in team-building exercises on a regular basis
• Initiate team building exercises with other cross-functional teams (AR, Inside Sales…)
• Promote out-of-office coverage
• Help resolve coverage and find primes for all activities/accounts
• Coordinate multi-day out-of-office hand offs
  
  

• Excellent organizational skills.
• Strong team Leadership and influencing
• Business Metric management and creation
• Excellent written and oral communication skills. Both written and verbal communication is required with the external customer as well as internal Business Leaders, Customer Facing Leaders, Finance, Sales, Engineering, Supply Management, Demand Planning, Accounts Receivable, Logistics, Marketing, Contract Administration and Project Management
• ERP tool operational knowledge
• Salesforce.com and Oracle
• BS Degree required
• Advanced Excel Skill – pivots, look-ups, macros
• Strong focus on customer service
• 2 + years’ management experience with dealing with customer issues, challenges, complaints