Order Management Representative

2 Weeks ago • All levels

Job Summary

Job Description

As an Order Management Representative, you will be responsible for assisting in the day-to-day operations of the ShareFile COM Team by logging, tracking, and resolving incidents and service requests. You will support and enforce standard business processes and rules while contributing to maintaining established service level agreements (SLAs) and key performance indicators (KPIs). You will also be required to provide customer support, maintain communication with users, and create documentation. Additionally, you will collaborate with team members, participate in meetings, and contribute to process improvements.

Must have:

Assist in ShareFile COM team operations.
Support standard business processes and rules.
Provide customer support.
Excellent communication skills.

Good to have:

Experience with support ticketing systems.
Knowledge of KCS certification.
Familiarity with Salesforce or Oracle.

Perks:

Generous remuneration package.
Employee Stock Purchase Plan Enrollment.
30 days paid annual vacation.
Extra day off for your birthday.
2 additional days off for volunteering.
Premium healthcare and dental care coverage.
Additional pension insurance.
Well-equipped gym on-site.
Co-funded Multisport card.
Daycare Center onsite.
Flexible working hours and work-from-home opportunity.
Free underground parking.

4 skills required

4 skills required for this role

Add these skills to join the top 1% applicants for this job

salesforce

communication

oracle

problem-solving

Job Details

We are Progress (Nasdaq: PRGS) - the experienced, trusted provider of products designed with customers in mind so they can develop the applications they need, deploy where and how they want, and manage it all safely and securely.  

We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as an Order Management Representative and help us do what we do best: propelling business forward. 

In this role, you will:

Assist in the day-to-day operations of the ShareFile COM Team by logging, tracking, and resolving incidents and service requests promptly.
Support and enforce standard business processes & business rules.
Contribute to maintaining established service level agreements (SLAs) and key performance indicators (KPIs).
Develop an understanding of the Progress System infrastructure, functionality, and business processes.
Build efficient and effective responsiveness into existing operations and help define new operational strategies.
Triage complex quoting, order, or business process issues and partner with senior team members as necessary.

Customer Support & Communication:

Provide friendly, effective support to internal users, actively listening and addressing their inquiries and concerns.
Maintain clear and consistent communication with users regarding issue status and resolution.

Documentation & Reporting:

Continuously create, correct, and update process documentation within knowledge base articles, FAQs, and troubleshooting documents for internal users.
Assist in generating performance reports related to ticket volume and resolution times, highlighting areas for improvement.

Collaboration & Team Engagement:

Work collaboratively with team members and other operational support teams to ensure efficient resolution of requests.
Participate in weekly team meetings and contribute ideas for process improvements and best practices.

Your background:

Bachelor’s degree.
Ability to review purchase orders and related documentation for standard vs non-standard verbiage and identify when to escalate to Inside Sales, Legal & Finance Teams, etc.
Familiarity with support ticketing systems (experience is a plus, but not mandatory).
Exceptional problem-solving and troubleshooting skills with a willingness to learn and grow.
Excellent communication and interpersonal skills, with a focus on customer service.
Detail-oriented with a focus on accuracy and quality across all tasks.
Ability to handle change and manage multiple tasks effectively in a fast-paced environment.
Ability to solve practical problems and deal with various concrete variables.
Fluency in English is essential; fluency in every other foreign language is beneficial.
Familiarity with Salesforce, Oracle, or other CRMs.
Familiarity with sales processes.
Knowledge-Centered Service (KCS) Certification is a plus.

If this sounds like you and fits your experience and career goals, we’d be happy to chat. What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with, and to enjoy:

Compensation:

Generous remuneration package
Employee Stock Purchase Plan Enrollment

Vacation, Family, and Health

30 days paid annual vacation
An extra day off for your birthday
2 additional days off for volunteering
Premium healthcare and dental care coverage
Additional pension insurance
Well-equipped gym on-site with CrossFit equipment and a climbing wall
Co-funded Multisport card
Daycare Center for your little ones onsite
Flexible working hours and work-from-home opportunity
Free underground parking with designated space for bikes, motorbikes, and electric scooters.

Apply now!

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