Order Support Administrator

Job Description

The Order Administrator supports the Sales organization in generating profitable, high?quality orders and plays a pivotal role in managing orders for equipment, service, and service delivery to Ricoh customers.

This role owns key sales?order process steps, serving as the central point of contact from order booking through billing and funding. The Order Administrator acts as a liaison between Sales, Billing, Supply Chain, Central Planning/Purchasing, Enterprise Services, RFS, and Third?Party Lease vendors.

The position provides subject?matter expertise, order status updates, technical assistance, and delivery coordination for Sales, Supply Chain, Service, and Customer Administration leadership. It ensures accurate fulfillment, timely communication, and excellent customer service. Additional responsibilities include reporting, issue resolution, and managing interactions with leasing partners to ensure expedited funding.

Job Duties and Responsibilities

• Receive sales orders from Sales Reps:
• As raw data needing consolidation and entry into the sales order system, or
• As work?in?process orders already partially entered.
• Evaluate order factors that determine revenue and cost, including pricing, lease rates, vendor credits, promotions, and sales compensation.
• Verify accuracy of product information and pricing based on published price structures and customer contracts.
• Ensure all supporting documentation is complete and accurate.
• Complete sales orders per Ricoh policies and quality requirements.
• Follow up on order modifications to ensure billing accuracy.
• Maximize order processing efficiency to meet delivery and invoicing cycle time requirements.
• Review leasing program results and ensure document accuracy with Sales.
• Provide order status updates to Sales; run and reconcile Order Management reports.
• Maintain expert knowledge of customer accounts and order types.
• Facilitate resolution of issues related to sales orders once assigned to Order Management.
• May coordinate workflow and paperwork for Associates and Specialists.
• Maintain excellent customer service for internal and external stakeholders.
• Manage Oracle?booked orders, including monitoring progress through delivery, invoicing, funding, and forecasting accuracy.
• Ensure orders progress without delays to minimize preventable month?to?month order roll.
• Collaborate effectively with Sales, Supply Chain, Service Operations, and Finance.
• Run, reconcile, and format Order Management reports.
• Utilize advanced Microsoft Office skills, especially Excel and PowerPoint.
• Execute effectively against targeted KPIs.
• Serve as central point of contact for funding questions across departments and business lines.
• Work to streamline processes to increase efficiency, effectiveness, and customer satisfaction.
• Handle complex customer and lease invoicing disputes; initiate credit memos when needed.
• Ensure transactions are billable and fundable prior to installation.
• Initiate and process lease funding for all lease deals.
• Act as liaison with third?party leasing companies to resolve issues and ensure timely funding.
• Assist with training new employees.
• Support team members with large or complex orders.
• Perform other duties as assigned.

Qualifications (Education, Experience, Certifications)

• 2?year college degree or equivalent business?to?business experience required.
• 4?year college degree preferred.
• 35 years of experience in a related field (sales, customer service, operations, or finance).
• Experience supporting sales and service organizations while managing multiple priorities.

Knowledge, Skills, and Abilities

• Proficiency with PC applications, Windows, and Microsoft Office (Excel and Word).
• Accurate typing and data?entry skills.
• Strong communication skills; able to present information and respond to questions from various groups.
• Strong organizational and analytical skills; able to multi?task effectively.
• Ability to work with and support sales personnel.
• Oracle experience preferred.
• Ability to train new employees on the job.

Working Conditions, Mental and Physical Demands

• Standard office environment with normal lighting, ventilation, noise level, and temperature.
• Daily interaction with Sales, Operations, Management, and CCC personnel.
• Occasional overtime may be required to meet deadlines.
• Work may involve stress due to multiple cutoff deadlines and rapid response expectations.
• Work is primarily sedentary but may require occasional walking, standing, bending, reaching, and lifting up to 10 lbs.
• Requires moderate dexterity and regular use of basic tools (keyboard, calculator, etc.).

This job description outlines the general nature and level of work for this role. It is not an exhaustive list of all duties, skills, or working conditions associated with it.