Order Management Administrator

This is a fully remote position, open to applicants in Canada.

📋 Description

• Process software license orders utilizing Salesforce and NetSuite.

• Adhere to departmental Service Level Agreements for order processing.

• Address inquiries from internal and external customers, escalating complex issues to the Team Lead or Director of Order Management as necessary.

• Keep business process documentation updated on the Order Management Confluence and Asana platforms.

• Engage in, instruct, and gain expertise in new order management protocols.

• Transform Trading Partner orders received via email, PDF, spreadsheet, or other formats into templated reports suitable for system upload.

• Allocate orders to customer accounts in Salesforce to facilitate customer license provisioning.

• Generate invoices for approved orders and issue credit notes when necessary.

• Correctly reassign orders or follow directions from Sales regarding order placement.

• Ensure that approved orders reflect the accurate Service Start date and investigate any discrepancies.

• Resolve issues related to order loading errors, account setup challenges, and delays in order approvals.

• Provide support in the absence of team members.

• Assist with Order Management activities, including Order Loading, Order Approval, Account Assignment, Credit Notes, Buyback, and Annual Payment scenarios.

• Follow up with Trading Partners to obtain any missing end-user details.

• Work collaboratively with Global Sales Operations to establish or modify accounts.

• Undertake Consumer reporting tasks as assigned.

• Collaborate with Channel, Sales, and other departments to address order booking challenges.

• Participate in Order Management and internal departmental meetings.

• Utilize the Helpdesk Process to troubleshoot Order Management System issues.

• Safeguard the security and privacy of Absolute and its clientele.

• Accept additional departmental projects or responsibilities as needed.

⛳️ Requirements

• Minimum of five years’ experience in an Order Management setting.

• Familiarity with booking orders in Term, Billing-in-Arrears, Invoicing, and Credit/Debit transactional frameworks.

• Strong aptitude for learning diverse standard billing methods.

• Excellent team player eager to assist colleagues at all levels.

• Openness to training others and sharing innovative process improvement suggestions.

• Competence in Excel, including proficiency with Pivot Tables, Filtering, and Sorting.

• Exceptional attention to detail.

• Capability to accurately assign orders to the appropriate customer accounts.

• Availability to work additional hours at month-end, quarter-end, or under special circumstances.

• Willingness to work during vacation blackout periods occurring in the last two weeks of March, June, September, and December.

• Commitment to protecting the security and privacy of the company and its customers.

🏝️ Benefits

• Full-time temporary position covering a 14-month maternity leave.

• Opportunity for remote work, preferably based in BC or Alberta.

• Work-from-anywhere security-focused mission and environment.

• Opportunities for training, including the chance to train colleagues.

• Involvement in process enhancement and new order management initiatives.

• Equal Employment Opportunity and Affirmative Action employer.

• Disability accommodations available.