The posting
This is a full-time temporary role covering a 14-month maternity leave. We are open to remote candidates, ideally based in BC or Alberta.
Role Overview:
- 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
What You’ll Do:
- 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
What You’ll Bring:
- 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
Why Work For Us: You’re resilient and passionate about securing the Work from Anywhere era. So are we.
We’re in search of the best and the brightest – everyone from innovators, sellers and marketers to financers, operators and especially customer relationship managers – we’re looking for top tier talent to help us shape the next decade of security, drive innovation that enables customers with truly disruptive solutions and are dedicated to making a meaningful difference.
Headquartered in Seattle, Washington with international offices in Vancouver - BC, Austin - TX, Boulder - CO, Ankeny – IA, Reading - UK and Ho Chi Minh City – Vietnam, Absolute Security accelerates customers’ shift to work-from-anywhere through the industry’s first self-healing Zero Trust platform, ensuring maximum security and uncompromised productivity. Only Absolute is embedded in more than half a billion devices, offering a permanent digital connection that intelligently and dynamically applies visibility, control and self-healing capabilities to endpoints, applications, and network access to ensure their cyber resilience tailored for distributed workforces.
Our vision is to be the world’s most trusted security company – and to empower end users to connect securely and from anywhere, to all the applications they need to collaborate and get their work done, without interruptions and with an optimal network experience. Absolute currently serves approximately 16,000 customers with more than 13 million activated endpoints globally. G2 recognized Absolute as a Leader in the Winter 2022 Endpoint Management and Zero Trust Networking Grid Reports, reflecting our continued customer satisfaction across product lines. To learn more about Absolute, visit our website at www.absolute.com or visit our YouTube channel
