Order Support Administrator

Job Description

Job Description

Administrator, Order Support  

Position Profile

The Order Administrator plays a critical role in supporting the Sales organization by generating accurate, profitable, and high-quality orders. This role manages the full lifecycle of equipment and service orders—from booking through billing and funding—while serving as the central point of contact across multiple internal and external stakeholders.

Acting as a liaison between Sales Teams, Billing, Supply Chain, Central Planning/Purchasing, Enterprise Services, RFS, and third-party leasing vendors, the Order Administrator ensures timely order progression, accurate invoicing, and funding compliance. This position serves as a Subject Matter Expert (SME) for order status, technical assistance, delivery coordination, and customer issue resolution while delivering exceptional customer service.

Job Duties and Responsibilities:

• Receive sales orders from Sales Representatives either as raw data requiring consolidation or as work-in-process orders within the sales order application.
• Evaluate order factors impacting revenue and cost, including pricing, lease rates, vendor credits, promotions, and sales compensation.
• Verify accuracy of product details, pricing, and customer contract agreements; follow up on order changes to ensure billing accuracy.
• Ensure all required supporting documentation is complete and compliant with Ricoh policies and procedures.
• Process and complete sales orders in accordance with Ricoh’s quality standards.
• Maximize order processing efficiency to meet established delivery and invoicing cycle-time requirements.
• Review leasing program results and validate accuracy of lease documentation submissions.
• Provide regular order status updates to Sales; run, reconcile, and analyze Order Management reports.
• Maintain expert-level knowledge of customer accounts and all order types.
• Facilitate resolution of post-submission sales order issues in coordination with Order Management and relevant partners.
• Serve as a lead or support resource by coordinating workflow, paperwork, and knowledge sharing with Associates and Specialists.
• Ensure excellent customer service for both internal and external stakeholders.
• Manage orders booked in Oracle, monitoring progress from booking through delivery, invoicing, and funding while maintaining forecasting accuracy.
• Drive order progression to prevent avoidable delays and mitigate month-to-month order roll.
• Communicate and collaborate effectively with Sales, Supply Chain, Service Operations, Finance, and other partners regarding order status and resolution.
• Generate, reconcile, and format reports related to Order Management activities.
• Maintain advanced proficiency in Microsoft Office applications, including Excel and PowerPoint.
• Execute responsibilities aligned with assigned KPIs.
• Act as the central point of contact for funding-related inquiries post-invoicing from Sales, Sales Support, Enterprise Services, Financial Services, and customers.
• Partner with internal teams and customers to streamline Ricoh processes, improving efficiency, effectiveness, and customer satisfaction.
• Resolve complex billing disputes and request credit memos for incorrect or modified invoices.
• Ensure all transactions are billable and fundable prior to installation.
• Initiate and process lease funding for all lease deals.
• Liaise with third-party leasing companies and customers to resolve issues and expedite funding.
• Assist with training and onboarding of new employees.
• Support team members with large or complex orders.
• Perform other duties as assigned.

Qualifications:

Education, Experience, and Certifications:

Required:

• Associate degree or equivalent business experience in a B2B environment.
• Minimum of 3–5 years of related experience (sales, customer service, operations, or finance).
• Experience managing multiple priorities while supporting sales and service organizations.

Preferred:

• Bachelor’s degree.
• Oracle experience.

Knowledge, Skills, and Abilities:

• Strong PC proficiency, including Windows, Microsoft Office, Excel, and Word.
• Accurate typing, data entry, and attention to detail.
• Excellent verbal and written communication skills with the ability to interact across organizational levels.
• Strong organizational, analytical, and multitasking capabilities.
• Ability to collaborate effectively with Sales and cross-functional teams.
• Ability to train and support new employees through on-the-job learning.

Working Conditions, Mental and Physical Demands:

• Office-based environment with standard lighting, ventilation, temperature, and noise levels.
• Daily interaction with Sales, operations teams, management, and customer care personnel.
• Periodic overtime required to meet deadlines.
• Role involves moderate stress due to multiple monthly cutoffs and response-time demands.
• Primarily sedentary with occasional walking, standing, bending, reaching, and lifting items generally under 10 lbs.
• Requires moderate dexterity and routine use of office equipment (keyboard, calculator, and hand tools).

The above statements describe the general nature and level of work performed by individuals assigned to this position and are not intended to be an exhaustive list of responsibilities, skills, or working conditions.