Program Manager - Toronto, Canada - Intrado

Intrado

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Summary:

Responsible for assisting customers to generate purchase orders in a timely and accurate manner; validate customer purchase orders against price quotes for accuracy and completeness; respond to customer inquiries on delivery status of orders in a courteous and accurate manner; answer a variety of questions concerning parts descriptions, order process, and discounts in an accurate manner; identify discrepancies in documentation and send to the customer when necessary to obtain clarification; assist in collections efforts; work with customers on contract renewals and new purchase order needs.

Essential Duties:

_Order Processing Function_ - Perform a variety of functions to assist customers with the ordering of products and services in a timely and accurate manner in accordance with established policies and procedures.

Assist customers to generate purchase orders by providing product and pricing information
Enter sales order into Oracle system in a timely and accurate manner
Validate customer purchase orders against price quotes for accuracy and completeness
Identify discrepancies in documentation (e.g. purchase orders, price quotes, etc.) working with customer, sales and implementation when necessary to obtain clarification
Respond to customer inquiries in a courteous and accurate manner
Answer a variety of questions concerning parts and the order process (e.g, discounts, brief descriptions, etc.) in an accurate manner
Complete the appropriate paperwork to add customers into the system so orders can be completed, as needed
Issue quotes to customers with upcoming renewals
Issue credit requests when appropriate
Assist with collections

_Research Assistance_ - Assist in resolving routine program quality issues by identifying issues and researching in a timely manner

Follow research through until resolution
Document all issues thoroughly maintaining department files
Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services
Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels

Team Interfaces/Customer Service - Establish and maintain a professional relationship with customers, team members and department contacts

Cooperate with team members to meet goals or complete tasks
Provide quality customer service that exceeds customer expectations and improves level of service being provided
Treat all customers, team members and department contacts with dignity and respect
Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.

Mental and Physical Requirements:

This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones and printers
The nature of the work is this position is sedentary
Essential physical functions of the job include typing, grasping, pulling hand over hand and repetitive motions to utilize general computer software/hardware continuously throughout the work day
Essential mental functions of this position include concentrating on tasks, reading information and verbal/written communication to others continuously throughout the workday

Minimum Qualifications:

Skills & Knowledge