Order Management Associate (N0498) at Institute of Electrical and Electronics Engineers, Inc. in Piscataway, New Jersey

Job Description:

Job Summary

This position will work closely with all IEEE Account Managers, Inside Sales Reps, International Dealers, Subscription agents and end user customers on a daily basis, in both domestic and International markets. In 2018, the Order Management analyst processed over 5,000 orders, valued at more than $250M in IEEE revenue

This position reports to the Manager, Order Management, and functions as an individual contributor. This position must be able to work independently in a fast-paced, deadline-oriented environment, and is expected to recommend changes in department procedures/processes, as well as suggesting improvements to shared processes with departments outside of Customer Operations.

Once trained and deemed proficient in their job, the employee may be eligible to work in a hybrid office/remote structure that includes periodic telecommuting in accordance with IEEE and departmental practices. This is subject to change at IEEE's sole discretion

The role provides access to over 75 different online packages and 150+ online journals new/renewal online subscription orders. Additionally, Order management processes print / single journal subscription titles, print claims, create quotes for new sales, generate refunds, IP amendments, cancellations and processes trial requests for potential new customers.

The individual will be assigned International and Domestic territories that is well over a million dollars in IEEE revenue. Therefore, attention to detail and accuracy are critical to the success of this position. This individual will build a strong working relationship with the IEEE Dealers, IEEE Account managers, IEEE Sales reps as well as other key IEEE departments that include:

• Finance and Administration-Credit & Collections

• Finance & Administration-Facilities/Distribution

• Finance & Administration-Tax Management

• Pubs/MSD IT

• Product design with new products as well as latest pricing models for existent

• IEEE Computer Society

• IEEE ComSoc

While periodic overtime will be necessary, the influx of orders submitted between October and February will require more significant support to ensure the timely and accurate processing of orders within the monthly and year-end fiscal calendar that will impact the IEEE revenue stream and account manager and dealer commissions

Key Responsibilities

• Determines if an order has been properly submitted for processing; if not they will consult with the Account Manager / Dealer or department management to clarify information and ensure compliance with established deadlines before accepting the order


• Protects IEEE intellectual properties by verifying each individual IPv4/v6 address(s) to ensure only authorized users receive access to subscribed content; This process includes verifying the IP(s) in approved software that will determine if the IP domain belongs to the customer; Sets customer’s online access in our Rightscare software with the given IP’s, product license(s), term dates to ensure the customer has access to their subscription(s); Rejects and/or questions submitted IP amendments if ownership cannot be validated.


• Reviews purchase orders to ensure they meet IEEE standards, and determine if the purchase order needs to be endorsed by a manager or reviewed further through the IEEE legal team; If legal needs to review the Purchase Order, works closely with the IEEE Customer licensing team


• Handles Consortia accounts that may contain hundreds of participating Academia schools; Access may need to be created in several groups to ensure the Academia schools have the proper access to their subscription(s)


• In situations where there is inaccuracy in the submitted order, the analyst will make recommendations to the department management whether or not the order should be accepted or rejected


• Conducts monthly Quality Assurance audits for team members


• Meets or exceeds monthly / yearly individual metrics as well as department metrics that has been set by the manager


• On those occasions when working remotely, the employee must maintain all quality and productivity standards to maintain hybrid remote eligibility. To that end, employees must sign into IEEE systems promptly at the beginning of their assigned shifts, and they must remain in continuous communication with their manager and coworkers throughout the business day via the methods made available to them including personal and group chat, text, email, and/or telephone.


• Responsible for in house department procedures to ensure they are up to standards


• Serves as primary tester for new integrations and/or software


• Works on special projects & data reports as needed

Education

• H.S. diploma Req


• Bachelor's degree or equivalent experience Pref

Work Experience

• 2-4 years professional experience Req


• Order processing experience Pref

Skills and Requirements

• Demonstrated ability to learn and effectively use computer-based business systems. Prior experience with SalesForce Lightning, Siebel, Rightscare, Taxware, and Oracle AR financials are highly desirable


• Knowledge of Microsoft programs, especially Word, Excel, Powerpoint


• Knowledge of Gmail, Google Docs, and Google Drive


• Positive, customer-focused attitude in dealing with a variety of external /internal customers


• Strong organizational skills


• Must be able to effectively collaborate with multiple organizational units


• Ability to handle multiple projects simultaneously, and track and report status of each


• Ability to work under pressure in a fast-paced environment


• Strong-time management skills to balance demands and meet deadlines


• Able to work equally effectively in the office as when working remotely (if applicable)


• Positive, proactive work attitude and ability to excel in fast-moving work environment with changing priorities


• Cooperative ability to work with other staff to address any issues


• Professional demeanor with the ability to handle confidential material


• Present sensitivity to foreign cultures and mannerisms


• Must be a technologically savvy knowledge worker who seeks out technology solutions challenges


• Must be able to travel less than 5%


• Must be able to work partial evening shifts on a periodic basis to assist staff located in IEEE International offices (Singapore and India)

Other Requirements:

As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.

PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.

='For information on work demands and conditions required for this position, please consult the reference document, "Physical, Mental, and Work Environment Standards for IEEE Positions." This position is classified under ' + Category I - Office Positions + '.

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'IEEE is an EEO/AAP Employer/Protected Veteran/Disabled

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'Disclaimer: This job description is proprietary to IEEE. It outlines the general nature and key features performed by various positions that share the same job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of all employees assigned to the job. Nothing in this job description restricts management’s right to assign or re-assign duties to this job at any time due to reasonable accommodations or other business reasons. '

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