Order Management Administrator (Temporary)

Absolute Security; Ottawa; On-site; CAD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pay

Excellent benefits

Career development

Bright offices

Art gallery

Free refreshments

Onsite fitness

Monthly events

Flexible time off

Job summary

Absolute Security is seeking an Order Management Specialist for a full-time 14-month maternity leave cover. You will fulfill software license orders using Salesforce and NetSuite, ensure adherence to SLAs, and respond to customer requests with a solutions-oriented approach.

You will maintain process documents in Confluence and Asana, assist with manual order entry, and collaborate with cross-functional teams to provision licenses and support invoicing and credits.

Qualifications

• Strong attention to detail in order management processes.
• Proficiency with Salesforce and NetSuite.
• Five years of experience in an Order Management environment.
• Proficient in Excel (Pivot Tables, Filters, Sort).
• Ability to escalate to Team Lead or Director when needed.

Responsibilities

• Fulfill software license orders using Salesforce and NetSuite.
• Follow SLAs for order fulfillment.
• Respond to internal and external customer requests in a solutions-oriented manner.
• Maintain/update business process documents in Confluence and Asana.
• Enter orders manually when required.
• Assign orders to customer accounts in Salesforce to provision licenses.
• Support invoicing, credit notes, and order movements as per sales.
• Troubleshoot order loading and account setup issues.
• Collaborate with Global Sales Operations to set up/revise accounts.
• Attend department meetings and resolve issues.

Skills

Attention to detail

Team player

Willing to train others

Customer focus

Problem solving

Tools

Salesforce

NetSuite

Excel

Order Management Systems

Job description

• This is a full-time temporary role covering a 14-month maternity leave
• Fulfill software license orders using Salesforce and NetSuite
• Follow stated department Service Level Agreements for order fulfillment
• Respond to requests from internal and external customers in a helpful, solutions-oriented manner, escalating to the Team Lead or Director of Order Management when a request is difficult to resolve
• Maintain and keep current business process documents for customers on the Order Management Confluence and Asana platforms
• Actively participate, train, and become proficient in executing new order management processes as they arise
• Manual Order Entry (5% of orders): Convert orders sent by Trading Partners via email, PDF, spreadsheet, or other formats into templated reports for upload into the Order Management system for booking
• Correctly assigning orders to customer accounts in Salesforce to provision licenses for the use of the customer
• [ ] Invoicing of all orders approved and ready for invoicing
• Credit notes on orders as required
• Order moves for either incorrectly assigned orders or as instructed by Sales
• Ensure approved orders match the correct Service Start date, researching and correcting discrepancies with assistance from other departments as needed
• Troubleshoot issues such as order loading errors, approval of orders due to technicalities of accounts not yet set up, and any other issues that can result in delays to order approval
• Coverage during team member absences whether that be due to unforeseen unavailability or planned vacation
• Work extra hours at month-end, quarter-end, or during special circumstances affecting booking requirements or customer satisfaction. The last two weeks of March, June, September, and December are vacation blackout periods to ensure all orders are booked
• Support Order Management transactions such as Order Loading, Order Approval, Account Assignment, Credit Notes, Buyback, and Annual Payment scenarios
• Follow up with Trading Partners if missing end-user information is required to book orders
• Collaborate with the Global Sales Operations when required to get accounts set up or revised
• Work on Consumer reporting as assigned
• Work with inter-company departments such as Channel or Sales to resolve issues affecting order booking, even when beyond the scope of outlined tasks, providing subject matter expertise as needed
• Attend Order Management or other internal department meetings to be updated with the information needed to complete current or new tasks or help resolve issues
• Utilize the Helpdesk Process to resolve Order Management System Issues
• Protect the security and privacy of Absolute and its customers
• Take on other projects or tasks as required by the department

Benefits

• Recognition: Competitive pay, exceptional benefits, and matching programs for retirement plans
• Development: Training and career development to help you grow, personally and professionally
• Comfort: Bright, modern offices with ergonomic workspaces, and areas for team collaboration and individual focus
• Inspiration: In-office art gallery, seasonally refreshed with a vibrant selection from British Columbia artists
• Refreshments: Free refreshments, from pastries to popcorn to pizza, and a huge selection of hot and cold beverages
• Health: Onsite fitness classes to burn off calories from the free snacks and keep you mentally sharp
• Connection: Monthly social events and an annual retreat to bring the team together and celebrate our wins
• Balance: Work/life balance with flexible time off and Absolute-sponsored events for the whole family

Strong attention to detail — as a security company, correctly assigning orders to the proper customer accounts is essentialProficiency in Excel (Pivot Tables, Filter, Sort), as many tasks require managing order data files before reviewing them in Salesforce and NetSuiteFive years of experience in an Order Management environment, with an understanding of booking orders in a Term, Billing-in-Arrears, Invoicing, and Credit/Debit transactional environmentStrong ability to learn variations of standard billing methodsStrong team player, willing to support teammates at all levels to help the department meet its objectives — including training others and contributing new ideas for improving processes