Sales Operation Specialist

Customer Service And Sales Order Management

The primary function of this role is to provide customer service and sales order management for Sonitrol NA, PACOM Americas and 3xLOGIC. This would include executing the customer order process through effective communication, accurate customer order entry, creation of shipment documentation to fulfillment team, and timely order delivery status.

PACOM, Sonitrol, and 3xLOGIC are part of Security Products & Services (SPS) group within Securitas Technologies and is a dynamic company that offers a highly challenging, yet interesting work environment. This position will be expected to engage daily with customers, regional sales teams, finance teams, and SPS fulfillment teams to deliver the highest level of customer satisfaction.

Roles and responsibilities include:

• Review and validate submitted customer purchase orders for accuracy to ensure a "clean" order.
• Complete sales order entry in the specified ERP system and provide customer order acknowledgements.
• Assist and complete order changes or correction requests from customers.
• Communicate with customers to accurately provide inventory/stocking status.
• Follow all required pre-order requirements including appropriate Delegation of Authority (DOA) procedures, customer credit status, pricing, product availability, and product allocations.
• Back up support for sales order backlog by reviewing order shipment details and communicating backorder estimated delivery dates.
• Ensure all fulfilled orders have proper serial number allocations, carrier shipment tracking numbers, and provide shipment status as necessary.
• Process RMAs and provide customer assistance with material returns (RMAs) and appropriate credit processing.
• Interact daily with sales teams in providing reliable information regarding customer order status and delivery.
• Assumes responsibility for resolving all customer issues or queries.
• Respond to customer and stakeholders on order fulfillment queries including billing accuracy, shipment accuracy, and customs clearance.
• Provide internal communication of appropriate data through effective and timely reporting.
• Manage ERP system issues with IT team to ensure tickets are open/resolved timely.
• Establish high proficiency/knowledge with ERP systems including NetSuite
• Carry out such other duties as may reasonably be required.

Qualifications, skills and experience:

• High school diploma or equivalent
• 2 years customer service experience preferred
• A bilingual (English/Spanish) preferred
• Ability to work under pressure and adhere to defined service levels
• ERP system experience with NetSuite Oracle.

Work location: This role is an hybrid on-site position located in Fishers, Indiana.

Other: Has contact with outside vendors, customers, etc. Has access to information that is considered confidential; product forecast, product cost, product development schedules, financial information, employee related information, etc.