Supervisor Contract Administration,

MX-Colonia Granjas Mexico
Job ID
37815
Function
Customer Support

Overview

The Contract Administration team is responsible for the accurate entry of Zebra Service Contract information into Zebra’s system. They act as a subject matter experts on all matters related to the service contract, responding to inquiries from management, Zebra’s sales teams and the customer.

Responsibilities

  • Oversees the work of a small team of individuals executing service contract administrative work – often in a single site or geography. Selects, trains, coaches and manages the performance and development of the team.
  • Drives execution against service level agreements and reports results to management as required
  • Acts as primary point of contact for internal and external audits on service contract administration. Owns the teams compliance against internal process / policy as well as external regulations
  • May retain responsibility for entering service contracts into the system and other individual contributor level work in tandem. Assigned contracts are likely to include complex contracts with variable billing arrangements or multi-contract consolidation requirements. Contracts may also include multi-site, multi-product arrangements, custom offerings, prorating or key customers.
  • Assigns and oversees special project work to CA 1, 2, Senior or lead level team members.
  • May run routine meetings with key customers or internal stakeholders leveraging web based meeting technologies and using facilitation skills to effectively manage the meeting to successful outcomes
  • Designs and works with IT to configure reports that provide insight to performance and drive decisions. Perform analysis / interpretation of service contract data at the customer, regional or product line level for internal use or for the customer.
  • Drives process / service improvement through identification of opportunity areas, engagement of the team and leveraging external best practices
  • Acts as escalation point to team in resolving complex issues or addressing difficult customer situations
  • May participate as a presenter in routine business updates or with the customer representing service contracts team and acting as SME

Qualifications

  • Strong data entry skills with attention to detail / quality
  • Strong process adherence
  • Fluent level of English (written and verbal) as well as local language as applicable
  • Intermediate level skills in Microsoft business applications including Word, Excel and Outlook
  • Customer service values / orientation
  • Expert knowledge of Contract Admin policies and processes, including treatment of novel / unorthodox issues
  • Advanced knowledge of the region and / or product lines supported
  • Strong leadership skills coupled with a desire and ability for continuous learning / self-development
  • Intermediate level prioritization skills
  • Role model level professional work behaviors (attendance, teamwork, time management)
  • Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
  • Intermediate problem solving skills
  • Intermediate presentation skills

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